Case Study: Bendigo Bank achieves increased leads and reduced customer service calls with Squiz

Bendigo Bank - Customer Case Study

Bendigo Bank, Australia’s sixth largest bank with more than 500 branches and 1.5 million customers, needed a full website overhaul to support rapidly growing online traffic (20% year‑on‑year) and to deliver a more customer‑centric, community‑focused experience that would drive measurable new business. To achieve this they engaged Squiz to rebuild the site, applying Squiz’s UX expertise and platform capabilities (including Funnelback search and the Matrix CMS).

Squiz delivered a research‑driven redesign—running a 100‑person UX research program, building a dedicated mobile site with geo‑targeting, placing Funnelback search as a hero element, enabling distributed branch content with Matrix CMS, and producing an animated community film. The new site (launched October 2013) produced clear business impact: increased site traffic, lower bounce rates, a significant rise in product applications/leads and a decrease in customer service calls, outcomes Bendigo attributes to Squiz’s UX and platform flexibility.

Bendigo Bank

Jeanette Miller

Head of Online Engagement