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July 2025
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ANALYSIS

CBA

CBA saw its overall score fall by 1 percentage point this year, taking it to a 78 per cent performance score.

It was below industry average for personnel, products, and support, but was rated higher than average for speed and technology.

Looking at its overall scores, CBA was most highly rated for its upfront valuations (87 per cent) and was lowest scored for its commitment to the broker channel (falling to 57 per cent).
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What do brokers like most at CBA?

1. Reliable policy and excellent technology

Many comments praise CBA’s good policies and the overall reliability of their processes, along with their excellent technology and digital tools, such as application tracking and access to existing loan information.

2. Strong for specific niches/applications

Despite various frustrations, some brokers find CBA to be the “overall best bank” or good for specific application types, indicating that when their policies align, the process can be effective.

3. Positive BDM and credit access (for some)

A segment of brokers reports excellent service from their BDMs and the ability to access credit teams for discussions, highlighting that when support is available, it is highly valued.

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What are CBA’s weak spots?

1. Significant channel conflict and anti-broker sentiment

A pervasive concern is the perceived deliberate conflict between CBA’s proprietary channels and the broker channel, leading to uncompetitive broker pricing, difficulty in retaining existing clients, and a general feeling among brokers of being undervalued or actively worked against by the bank’s leadership.

2. Inadequate and inconsistent BDM support

Many brokers report a severe lack of accessible and responsive BDM support, particularly for those not in higher tiers, resulting in unanswered calls and emails, frequent BDM changes, and a “self-service” model that hinders effective communication and relationship building. Pricing was also called out for being higher than market.

3. Outdated digital processes and complexities

Concerns are raised about Westpac’s credit assessment process being too rigid with little flexibility, slow reassessment times for new information, and difficulties with the settlement team, including poor communication and a general “dreadful” experience.

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