Retently

JULY 17, 2018

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” While both of these companies have a somewhat similar score, their performance among their peers differs considerably. What is a good NPS score? Instead of asking “What is a good Net Promoter Score?”,

Net Promoter Score 166

Net Promoter Score NPS Report Customer Satisfaction 166

InMoment XI

OCTOBER 10, 2022

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Net Promoter Score (NPS) Survey Statistics & Benchmarks. Download the White Paper.

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

AskNicely

APRIL 12, 2015

Your bank could send you paperless receipts, that sort of thing. That’s where Net Promoter Score (NPS) comes in. If you’ve ever been a customer (and you know you have) you’ve probably had an idea or two about how a business or service you use could do better. We move fast, we want things now, and we want them our way.

Net Promoter Score 150

Net Promoter Score NPS Customer Satisfaction Banking 150

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Help.com

DECEMBER 10, 2014

One industry-standard and simple way to measure the effectiveness of your customer service organization — and your business as a whole — is a Net Promoter Score. Net Promoter Scores. What is a Net Promoter Score? How Do You Calculate a Net Promoter Score?

Net Promoter Score 134

Net Promoter Score NPS Poor Customer Service Industry 134

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Apparently, customer loyalty was so high that Starbucks’ program ended up holding more money than some banks.

Net Promoter Score 126

Net Promoter Score Omni-Channel Company NPS 126

Experience Matters

SEPTEMBER 9, 2014

Additionally, the Net Promoter Scores of companies with very good CX ratings average 22 points higher than the scores of companies with poor CX.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 97

Net Promoter Score Company NPS Effort Score 97

InMoment XI

OCTOBER 17, 2024

This question, often presented in a Net Promoter Score (NPS) survey, helps measure customer loyalty. Customer Feedback Questionnaire for Banks and Financial Services How would you rate your satisfaction with the process of applying for our banking services?

Feedback 195

Feedback Effort Score Survey Customers 195

CustomerGauge

SEPTEMBER 20, 2017

In their past Global Consumer Banking Survey, Ernst & Young (EY) said that opening and closing accounts are more closely tied customer experience than rates, fees or location. The post Top 5 Most Recommended US Banks, Based on Net Promoter Scores® appeared first on CustomerGauge. Before […].

Net Promoter Score 84

Net Promoter Score Banking Financial Consumers 84

Experience Matters

JULY 24, 2017

Some of the highlights of the study include (see figures below): Company NPS ranges from a high of 45 (Nationwide) down to a low of -39 (Bank of Scotland). Download dataset for $295+. see sample spreadsheet ). Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport).

Net Promoter Score 120

Net Promoter Score NPS Transportation Insurance 120

ProProfs Chat

JUNE 19, 2020

Brand loyalty and the likelihood of repeat and new sales can be measured through Net Promoter Score. Interestingly, this single score has the ability to give a business direction for improvement and bring noticeable changes. You can read the blog , to learn more about the advantages of net promoter score to a company.

Net Promoter Score 78

Net Promoter Score NPS Insurance Survey 78

Lumoa

JUNE 4, 2018

Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages.

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

eglobalis

JUNE 27, 2024

HSBC uses advanced analytics to track and understand customer interactions across digital and physical channels, enabling them to refine each touchpoint for a seamless banking experience. Net Promoter Score (NPS): Measures customer loyalty by asking how likely customers are to recommend your company to others.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

SurveySensum

DECEMBER 4, 2024

Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? This is where Net Promoter Score comes into play.

Banking 52

Banking NPS Financial Net Promoter Score 52

Uniphore

NOVEMBER 11, 2021

With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction. The post Banking on Great Conversations appeared first on Uniphore. Download Now.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

ECXO

JULY 29, 2024

Barclays uses advanced analytics to track and understand customer interactions across digital and physical channels, enabling them to refine each touchpoint for a seamless banking experience. Net Promoter Score (NPS) : Measures customer loyalty by asking how likely customers are to recommend your company to others.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. An NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

NPS 195

NPS Net Promoter Score Industry How To 195

Genroe

JUNE 20, 2024

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied. Explore the secrets of successful customer retention in the competitive world of banking.

Customer Retention 96

Customer Retention Banking Net Promoter Score Strategy 96

InMoment XI

APRIL 2, 2010

Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. But the question remains: how to grow the promoter group. Businesses that successfully identify.

Net Promoter Score 150

Net Promoter Score Banking NPS Customer Satisfaction 150

InMoment XI

APRIL 2, 2010

Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. But the question remains: how to grow the promoter group. Businesses that successfully identify.

Net Promoter Score 150

Net Promoter Score Banking NPS Customer Satisfaction 150

InMoment XI

APRIL 2, 2010

Net Promoter score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. But the question remains: how to grow the promoter group. Businesses that successfully identify.

Net Promoter Score 150

Net Promoter Score Banking NPS Customer Satisfaction 150

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

InMoment XI

SEPTEMBER 20, 2023

In this blog, we take a look at the findings specific to the retail industry and delve into the secrets of CX leaders and the key net promoter score drivers that propel them to the top of the leaderboard! The Challenge of Our Times It’s no secret that retailers today operate in a challenging environment.

Net Promoter Score 195

Net Promoter Score NPS Retail Trends 195

GetFeedback

SEPTEMBER 13, 2018

If you want to confidently predict which customers will be referrers and which will repurchase, look no farther than NPS, or Net Promoter Score. You can use NPS to segment customers into three groups: Promoters, Passives, and Detractors. after a support chat, a call, or after they accessed your online resource bank.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Today digital banking is the norm rather than the exception and there’s no going back.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand. Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

CloudCherry

DECEMBER 1, 2018

This loyalty translates to an insanely high Net Promoter Score (NPS). Take this anonymous member review from just a couple months ago as a prime example: “Clearview Federal Credit Union helped me transition from small-town banking into the faster-paced lifestyle that was the city of Pittsburgh. Conclusion.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. Customer satisfaction, as measured using Net Promoter Score, does.

Social Media 155

Social Media NPS Net Promoter Score Marketing 155

Experience Investigators by 360Connext

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. For instance, referred customers at a German bank were found to be 25% more profitable than those acquired through other channels.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

MARCH 6, 2025

B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes. Metrics and Measurement for CX Success Using the right metrics is crucial in a CX transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

ijgolding

APRIL 15, 2015

Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].

Net Promoter Score 120

Net Promoter Score Feedback Customer Experience NPS 120

Beyond Philosophy

NOVEMBER 10, 2014

In an article about the moments of truth in customer service, McKinsey & Company revealed that 70% of customers at a bank reduced their commitment when they had a bad Customer Experience. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

AskNicely

MARCH 22, 2018

I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. . Net Promoter Score, in its most basic form, measures a customer’s willingness to recommend your products or services to others. True story). Book a demo.

NPS 150

NPS Net Promoter Score Case Study Culture 150

CloudCherry

SEPTEMBER 27, 2019

And because a credit union’s product is service itself, service is really the one true way for credit unions to differentiate themselves in a competitive banking space. Big banks can provide their customers with a new card and a line of credit within a matter of minutes. At the end of the day, banking is an errand.

Net Promoter Score 150

Net Promoter Score Management NPS Banking 150

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Net Promoter Score – NPS Net Promoter Score determines customer satisfaction by determining how likely they are to promote your brand among their peers.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195