Commonwealth Bank commits to 1000 branches and enhanced customer service standards

12 December 2002

The Commonwealth Bank today confirmed it would maintain a network of over 1000 branches across Australia as part of a drive to improve its customer service. This is 200 branches more that its nearest competitor.

Newly appointed Group Executive, Retail Banking Services, Hugh Harley said that the strength of its branch network was an essential part of the Bank’s service to the Australian community.

The commitment to retain over 1,000 branches represents a critical turning point in the Bank’s delivery of customer services.

"We arrived at this key priority by listening to feedback from customers," said Mr Harley. "This decision is complemented by a range of measures aimed at raising customer service standards and capabilities within the Bank that directly benefit customers and the community".

The measures include:

  • Retaining over 1000 branches - Commonwealth Bank locations providing face-to-face transaction services to personal and business customers
  • Upgrading existing and introducing more ATMs – now over 3100
  • Strengthening ties with customers and local communities through participation and education programs

"Our immediate priority is to improve the quality of our customers’ banking experience," said Mr Harley.

"We have listened to our customers’ comments and evaluated what needs to be done to improve banking in all of our service channels.

"The result is that we are concentrating on growing the skills and capabilities of our staff, since it is our people who make the difference. We are aiming for operational excellence, while continuing to train our staff to take personal responsibility for their day-to-day dealings with customers."

"While we still have a long way to go, we will deliver:

  • A continued branch presence in their community that customers can rely on
  • Faster resolution of complaints and concerns
  • Greater access to bank facilities via increased numbers of ATMs
  • Continued convenience of electronic and phone banking
  • The greater opportunity for customers to share their views about their experience with the Bank.

"As part of our commitment to improved customer service every Commonwealth Bank staff member, whether working closely with customers or not, now has a ‘customer service’ performance indicator linked directly to their performance," added Mr Harley.

"We are well placed to deliver on our commitment since we currently serve more communities than any other bank. In more than 150 locations across Australia, the Commonwealth is now the only bank with an operational branch."

Commonwealth Bank customer service points include over 1000 branches, a 3900 strong agency network, 3100 ATMs, 730 Woolworth’s Ezy Banking sites and 126,000 EFTPOS terminals.