Investment Trends

Introduction

Thank you for taking the time to tell us about your experience with Westpac Share Trading. We have asked specialist research firm Investment Trends to conduct this survey on our behalf.

Your feedback helps us continue to improve our service to you. All responses are confidential, and results will be used in aggregate to identify common trends and themes.

If you have any questions, please email us.

Your share trading activity

How often do you trade shares online (all brokers combined, if you have multiple accounts)?

	Never
	Less than once a year
	1-6 times a year
	7-11 times a year
	Once a month
	2-3 trades a month
	4-5 trades a month
	6-9 trades a month
	10-15 trades a month
	More than 15 trades a month

What proportion of your trades are done through Westpac Share Trading?

	None
	1-10%
	11-20%
	21-30%
	31-40%
	41-50%
	51-60%
	61-70%
	71-80%
	81-90%
	91-99%
	All (100%)

Which other brokers do you use? (Please choose all that apply)

	Bell Direct
	CMC Markets Stockbroking
	Commonwealth Securities (CommSec)
	St.George Directshares
	ANZ Share Investing
	Macquarie Prime
	nabtrade
	netwealth
	Westpac
	A full service broker
	My financial planner
	A CFD provider
	Other (Please specify)

Other (Please specify)

Who is your main broker?

	Bell Direct
	CMC Markets Stockbroking
	Commonwealth Securities (CommSec)
	St.George Directshares
	ANZ Share Investing
	Macquarie Prime
	nabtrade
	netwealth
	Westpac
	A full service broker
	My financial planner
	A CFD provider
	Other (Please specify)

Thinking about the last trade you did through Westpac Share Trading, what was the size of that trade?

	Up to $1,000
	$1,001 - $2k
	$2,001 - $5k
	$5,001 - $10k
	$10,001 - $20k
	$20,001 - $50k
	$50,001 - $100k
	$100,001 - $200k
	$200,001 - $500k
	$500,001 - $1m
	> $1m
	I haven't traded with Westpac yet

Based on your experience, how would you rate Westpac Share Trading's website in each of these areas?

	Very good	Good	Average	Poor	Very poor	Not applicable/don't know
Ease of finding information
Ease of use
Visual appeal
Speed of site
Speed of order placement
	Very good	Good	Average	Poor	Very poor	Not applicable/don't know
Conditional orders
Range of investments available
Reliability
Value for money
Overall website experience

How long is it since you last contacted us by phone?

	1 month or less
	2-3 months
	4-5 months
	More than 6 months
	Never

Thinking about the last time you called us, how would you rate your overall experience with the call?

	Very good
	Good
	Average
	Poor
	Very poor
	Not applicable/don't know

How long is it since you last contacted us by email?

	1 month or less
	2-3 months
	4-5 months
	More than 6 months
	Never

Thinking about the last time you contacted us by email, how would you rate your overall experience with the email contact?

	Very good
	Good
	Average
	Poor
	Very poor
	Not applicable/don't know

How often do you use the mobile platform/app on a smart phone or tablet?

	Once a week or more often
	A couple of times a month
	Once a month
	Once every 2-3 months
	Once every 4-6 months
	Less than every 6 months
	Never - I am aware there is a mobile platform/app but don't use it
	Never - I didn't know there was a mobile platform/app

Thinking about the last time you used the mobile platform/app, how would you rate your overall experience with the mobile platform/app?

	Very good
	Good
	Average
	Poor
	Very poor
	Not applicable/don't know

Overall satisfaction

How satisfied are you with Westpac Share Trading's services overall?

	Very satisfied
	Satisfied
	Neutral
	Dissatisfied
	Very dissatisfied

What should Westpac Share Trading be doing to improve your satisfaction? (Please give as much detail as possible)

How likely is it that you would recommend Westpac Share Trading to a friend or colleague? Please rate the likelihood from 0 (Not likely at all) to 10 (Extremely likely)

	0 (Not likely at all)
	1
	2
	3
	4
	5 (Neutral)
	6
	7
	8
	9
	10 (Extremely likely)

Do you use the Trader Pro platform?

	Yes
	No
	I don't know what it is

How would you rate the following aspects of Westpac Share Trading's research offering?

	Very good	Good	Average	Poor	Very poor	N/A I don't use it	N/A I didn't know it was available
Company research (i.e. financial statements, ratios, standard metrics)
Charts
Sector analysis
Market watch
News & announcements
	Very good	Good	Average	Poor	Very poor	N/A I don't use it	N/A I didn't know it was available
Broker recommendations
Economic research
Research tools (e.g. company search, value model)
Market updates sent via email
Westpac Share Trading's research offering overall

Why do you rate market updates sent via email as ? (Please give as much detail as possible)

Do you have any other comments about Westpac Share Trading's research offering?

Negative Experiences

Have you had any negative experiences with Westpac Share Trading within the last 6 months? (Please choose all that apply)

	No negative experiences
	Account opening
	Waited too long in telephone queue
	Email not answered in a timely fashion
	Website down
	Website too slow
	Website too hard to navigate
	Other (Please specify)

Westpac Share Trading Client Satisfaction Survey

Introduction

Your share trading activity

Telephone

Email

Mobile platform/app