Westpac mobile app rated best in Australia by Forrester

Actionable recommendations and prompts to avoid fees helped propel it to the top spot.

Westpac’s mobile app remained the top scorer in terms of performance and customer experience, according to a survey by Forrester.

The app stands out by offering personalised insights and actionable recommendations, with prompts to top-up low balances to avoid fees, amongst other features, according to Forrester’s Customer And Brand Experience Survey 2025.

This is the third consecutive year that Westpac’s mobile app scored the highest in Forrester’s review.

"Australian banking customer expectations have moved beyond basic transactions, as they seek more personalised experiences to meet current and future financial obligations and feel secure about their financial future," said Zhi-Ying Barry, principal analyst at Forrester and lead author of the report.

The Commonwealth Bank of Australia (CBA), meanwhile, shines in account management and investment features. Its app offers “standout” features for managing cards, tracking budgets with colour-coded graphs, and estimating spare change to encourage savings, Forrester said.

Almost 7 in 10 (69%) of Australian online adults used a mobile banking app. Average customer experience index score for Australian banking customers who used the mobile app in their last interaction was 66, an “OK” in the scale.

Forrester noted gaps in supporting customers’ long-term financial health.

“Whilst most banks provide tools for short-term savings and budgeting, they miss the opportunity to help customers achieve broader financial well-being, such as reducing debt and building net worth,” Forrester wrote.

Leading Australian banks have increasingly used AI-powered insights and conversational AI, Forrester found.