Commonwealth Bank improves customer online experience

18 October 2007

The Commonwealth Bank has announced the first stage of an upgrade to its website, The changes will enhance the customer experience by simplifying the navigation process and delivering more relevant information.

"We have an average of 100,000 visitors each day and close to three million unique visitors every month," said Commonwealth Bank Chief Marketing Officer, Mark Buckman.

"The website has been redesigned to emphasise simplicity and deliver a positive experience when our customers who visit the site either for online banking, or product and service information."

According to Mr Buckman, customer feedback has been one of the key drivers of change on the website and is designed to provide our customers with a world-class online experience.

"Our ultimate goal is to improve customer service and our customers’ experience with every Bank touch point. By delivering a best practice website, simplifying online navigation and access to information, and reducing the number of pages to navigate by 40 per cent, we are a close to achieving this in the online space," said Mr Buckman.

"As part of the upgrades, the Bank’s online search function will be significantly improved to provide more accurate results."

"The first stage of the website enhancement has seen a simplification of the personal banking section," said Mr Buckman.

Complementing the personal banking section upgrade, the Bank’s online banking service, NetBank has also been reviewed.

"NetBank, now in its tenth year, features an improved home page, simpler short cuts, customer news bulletins and links to useful tools such as budget planners and a home loan calculator," said Ross McEwan, Group Executive, Retail Banking Services.

"We started the ball rolling six months ago with the introduction of two factor authentication for NetBank to deliver safer and more secure online banking."

Mr McEwan said in addition to leading online security, NetBank offers users easier access to credit card payment information, an option to apply for other bank products and services via NetBank, and simpler means to update personal information and security details.

For more information on the Commonwealth Bank website upgrade, visit For information on the NetBank upgrade and new features, visit


For more information contact:

Steve Batten
Commonwealth Bank
Ph: 02 9378 2504
M: 0411 080 268

About the Commonwealth Bank
With a market capitalisation in excess of $AUD 70 billion, the Commonwealth Bank (Group) is Australia largest financial institution, providing the most convenient and accessible banking and financial services for all Australians.

With more branches, agencies, ATMs, EFTPOS outlets and 24/7 call centres than any Australian banking and finance competitor, and offering Australia’s leading internet banking service, the Commonwealth Bank is a diverse organisation with a long history in the Australian banking industry.