Growing customer advocacy

We curate experiences and services in our Westfield destinations to meet customers’ needs and wants. To do this, we listen to our customers and community. Our goal is to continuously improve customer advocacy and encourage more people to visit us, more often and for longer.

CX Loop and our Westfield research community

CX Loop is our customer feedback and insights program. CX-Loop analyses public online reviews of our centres and retail partners and uses them to generate our Net Promoter Score (NPS).

By focusing on our NPS, we listen, learn and act on customer feedback regarding individual centres to improve the customer experience.

We also use our Westfield research community – which has over 24,000 participants across Australia and New Zealand – to seek feedback about our community initiatives and suggestions regarding other community based activities.

Customer driven future developments

Our focus on customers is integral to our development pipeline and creating destinations that meet the future needs of people and communities.

We work closely with each community to understand their views and consult with local stakeholders before and during development projects.

Listening and engaging with customers is integral to our Strategic Asset Planning process. Our centre management and design teams undertake community consultation for development projects and ensure that community feedback is reflected in the design of our assets.

Our teams also maintain a database of community and customer interactions and feedback during construction projects.

Responsible business is integrated into every element of our destinations.

20 March 2023

A whole of business approach – Westfield Knox

Responsible business is integrated into every element of our destinations.

Find out more

20232 Responsible Business Report – our annual Responsible Business performance report about our material responsible business topics including achievements, targets, progress, future priorities and case studies.

2023 Responsible Business Data Pack – comprehensive responsible business data sets supporting our responsible business approach, progress against targets and GRI references.