American Express
americanexpress.com ↗In their words
“Retention rates in global consumer are above 98%”
“Our refreshed products are also enabling us to reengage with our existing customer base, where we are seeing increased organic spend, all-time high net promoter scores and steady retention.”
“MGM is a real life manifestation of Net Promoter Score. We don't just ask for our customers, would you recommend us to a friend.”
NPS disclosures (11)
Metric (intra-category weight) Link to Our Customers 100% AIA Achievement Level 2023 Performance Performance Outcome Net Promoter Score (33%) Our Net Promoter Score (NPS) measures the level of customer advocacy for American Express products and services.
…Net Promoter Score • Retention •
…Actual Performance ◾ Revenue Growth (1) 9% 17% (17% ) ◾ EPS $5.25 $10.02 $3.77 ◾ ROE 18% 34% 14% Customer (15%) ◾ Net Promoter Score Goal achieved above target level ◾ Retention Maintained retention rates above pre-pandemic (2019) levels ◾ Merchant…
…Revenue Growth (FX-adjusted) 9% (17%) (1) 9% (1) EPS $9.05 $3.77 $8.20 (2) ROE 25% 14% 30% (2) Customer (15%) ◾ Net Promoter Score Goal achieved above target level ◾ Billings Growth (FX-adjusted) 8% (18%) 6% ◾ Active Merchant Locations Sustained…
American Express reports that net promoter scores are higher than they were pre-COVID-19.
Shareholder (55%) 2019 Target 2019 Actual Performance 2018 Actual Performance Revenue Growth (FX-adjusted) 10% 9% (4) 10% (4) EPS $8.10 $8.20 (5) $7.33 (5) ROE 25% 30% (5) 31% (5) Customer (15%) ◾ Net Promoter Score Goal achieved in line with target level;
Our refreshed products are also enabling us to reengage with our existing customer base, where we are seeing increased organic spend, all-time high net promoter scores and steady retention.
MGM is a real life manifestation of Net Promoter Score. We don't just ask for our customers, would you recommend us to a friend.
…Customer (15%) (e.g., Net Promoter Score, Active Locations in Force) ● Colleague (15%) (e.g., Diversity and Inclusion Goals) ●
…Customer (e.g., Net Promoter Score) 15% ● Employee (e.g., Diversity and Inclusion Goals) 15% ●
…Amex Net Promoter Score increased by 200 bps in 2016 ● Growth in many international markets, including billings growth on an FX-adjusted basis and an increase in international active locations in force Employee (15%) ●
Retention disclosures (19)
American Express reported a 98% customer retention rate, driven by its premium model and affluent client base.
AmEx Q3 earnings report highlights improving retention rates among Millennials and Gen-Z customer base driving U.S. Consumer Services growth.
American Express advocates for merchants to embrace digital loyalty and hyper-personalization to improve customer retention.
American Express demonstrates brand strength in its ability to retain and attract customers, reflected in 15% year-over-year improvement.
American Express turnkey payments solutions focus on driving customer retention efficiencies.
American Express reported record new card account acquisitions of 12.5 million in 2022 along with high levels of engagement and retention.
American Express GBT reports Q2 client retention of 95%, described as 'very stable,' with strong win-loss ratio and customer retention rates.
American Express reports excellent credit performance and has maintained high levels of customer retention as part of second-quarter results.
American Express reports strong growth in new cardholders as expense increases aimed at customer retention and attraction strategies are paying off.
American Express focuses on customer retention among high-quality customers who pay bills on time and use credit products.
American Express maintains customer retention and satisfaction above pre-pandemic levels, supported by record card member spending.
Retention rate (global consumer): 98% (Q4 2021) — “retention rates in global consumer are above 98%”
American Express reported progress in engaging and retaining existing customers during Q2 2021 earnings call.
American Express launched Shop the Island event to increase customer retention for independent businesses.
Retention rate (AEFA (financial advisory)): 94% — “annual client retention rate that exceeds 94%”
Retention rate (AEFA (American Express Financial Advisors)): 94% (2002) — “AEFA has a client retention rate of 94 percent”
Retention rate: 94% (2002) — “achieving a client retention rate of 94%”
Retention rate: 94% (2001) — “AEFA's client retention rate was 94 percent”
Retention rate (American Express Financial Advisors (AEFA)): 95% — “our annual client retention rate has been steady in the 95% range for many years”
Lighthouse companies in Payments, wealth & financial services
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.