People all over Australia use Commbank ATM’s, but it’s a purely functional transaction. Our idea was to use the ATM in an entirely new way, by listening to people on important social and cultural issues.

In a first-of-its-kind use of an ATM network, CommBank asked customers the big societal questions that matter to all of us. Questions around real estate prices, our kids’ education, equality in society or innovation in business.

This formed the basis of a national conversation about the challenges we faced as individuals and society, and how we could create new paths forward together. Results were shared through integrated media giving people a snapshot of the national sentiment. This data is then used to create new opportunities, and guide existing initiatives to drive new ways forward and action for Australians.

The idea was launched at over 4000 ATM’s across Australia. As people withdrew money, they could answer a question with a simple yes or no answer. A series of questions focused on social and cultural issues including the housing market, our kids education, business innovation, agriculture, aging population, and equality in society.

We then invited people to lend their voice via an integrated national campaign in film, outdoor, social and direct. As Australians responded, the results were shared live across integrated channels, and used by Commbank to create new products and advice unique to people around Australia.

In order to ensure the accuracy, data collection was tied to our customer IDs which gave us demographic and location based information for interpretation. Our idea was to use our ATM network in an entirely new way – to listen to Australians on social and cultural issues, and use the data to create action from Commbank.

The idea has transformed Commbank’s ATM network into a whole new platform to collect data across the country:

- Idea was activated at over 4,000 ATM’s around Australia

- Over 45% of Australians have been reached to date

- Over 340,000 interactions everyday since launch

- The idea is now an ongoing platform for Commbank to listen to Australians on important issues, and use the data to guide initiatives, new products and advice.