Case Study: Westfield achieves higher NPS, improved ratings and increased sales with Reputation.com

Westfield - Customer Case Study

Westfield Shopping Centres engaged Reputation after a strategic shift to organic growth revealed inconsistent customer experiences across locations; leadership needed to build a customer-centric culture. Westfield adopted Reputation’s CX platform to listen to the voice of the customer, solicit feedback and drive operational improvements at individual centres.

Using Reputation, Westfield raised NPS from 24 to 39 and improved star ratings from 4.1 to 4.3, with a 5% NPS gain linked to a 2% increase in sales; centres with higher NPS also saw longer dwell times and higher occupancy. Reputation-driven feedback led to targeted fixes—cleanliness, parking and escalator upgrades—transforming Westfield’s operations so customer sentiment now informs business decisions.

Westfield