Growing customer advocacy

We want to create the places people choose to come to, more often and for longer. Listening to our customers and responding to their feedback guides our decision making so we deliver the services and experiences customers want and need.

Listening and responding to customers

We capture feedback in real-time across many touch points, such as direct customer engagement in centre, our business partners, community stakeholders, digital and social channels, and online reviews.

We also conduct regular customer surveys through our Westfield membership program which now exceeds 3.8 million members. We engage our Westfield customer research community of 24,000 participants to seek feedback on our customer initiatives and plans.

A key measure of our business performance and success is customer advocacy, measured by our Net Promoter Score. It reflects the sentiment of our customers towards our Westfield destinations and experience.

Customer driven future developments

Our focus on customers is integral to our retail 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 retail development projects.

Listening and engaging with customers is integral to our Strategic Asset Planning process. Our team undertakes community consultation for projects to listen and reflect community feedback in the design of our assets.