Bank of Nova Scotia (The)
In their words
“Strong portfolio retention rates of 90% plus”
“Mortgage portfolio retention rates have also improved 190 basis points year-over-year to over 90%”
“Client retention rates at MD financial are ahead of plan with 98% of both assets and clients”
NPS disclosures (17)
In 2025, over 30,000 iLEAD courses were completed, with an overall Net Promoter Score (NPS) of 71, above an internal target of 51. iLEAD furthers people leader skills in coaching and feedback, career development, change and resilience, and enabling high…
• Tangerine continued to lead the industry in competitive net promoter score, reaching a new three-year high and surpassed one million active mobile clients, with half of their sales coming from the mobile channel.
Clients with the financial plan are better prepared for the future are a significant driver of Net Promoter Score and twice as likely to have a multiproduct relationship with the bank.
…Maintained positive trend and growth in transactional Net Promoter Score (NPS) across most channels and markets in the Retail sector, with improved competitive market rank in Chile from 5 th to 4 th .
We use Net Promoter System (NPS) to measure customer advocacy and reinforce sustainment of positive customer experiences Strategic and operational objectives •
…Continued leadership in Customer Experience with positive momentum in Net Promoter Scores (NPS) across most channels and regions, exceeding or meeting the market and becoming the leading bank in Colombia.
We use Net Promoter System (NPS) to measure customer advocacy and reinforce sustainment of positive customer experiences Strategic and operational objectives •
…A FEW RECENT EX AMPLES 2021 Canada Credit Card Mobile App Satisfaction Study, OF INVESTMENTS WE HAVE MADE TO HELP and placed 2nd in Customer Experience in Competitive OUR CUSTOMERS SUCCEED: NPS for the first time since the study was launched in 2017.
We use Net Promoter System (NPS) to measure customer advocacy and reinforce sustainment of positive customer experiences EMPHASIZING THE LONG TERM by paying compensation out over time A key aspect of our executive compensation design is that a…
The Bank’s Net Promoter Score (NPS) in Canadian branches is up 11% and internationally we’re seeing improvement of up to 52% across the Pacific Alliance (PAC) markets of Mexico, Peru, Chile, and Colombia.
We use Net Promoter System (NPS) to measure customer advocacy and reinforce sustainment of positive customer experiences EMPHASIZING THE LONG TERM by paying compensation out over time A key aspect of our executive compensation design is that a…
We use Net Promoter System (NPS) to measure customer advocacy and reinforce sustainment of positive customer experiences EMPHASIZING THE LONG TERM by paying compensation out over time A key aspect of our executive compensation design is that a…
• Continued to see customer satisfaction measures, as determined by the Net Promoter Score (NPS), improve across all major channels – branches, contact centre, and digital – driven by investments and enhancements across all of our key customer journeys.
• Completed the roll-out of Customer Pulse (rebranded from Net Promoter System) across our retail channels, our proprietary customer experience system, in Canada and have received over 1 million customer survey responses to date.
…digital strategy Successfully delivered the enterprise-wide digital strategy to the board Bring concept of “Net Promoter System (NPS)” to organization as the key strategy to improve customer advocacy Obtained leadership commitment to implement…
We aspire to be a leader in customer experience across our five key markets, as measured by our Net Promoter Score. We have also set goals of having at least 70% digital adoption by our customers.
• Launched the Net Promoter System (NPS) to build customer advocacy across the Pacific Alliance and Canada. • Named Scotiabank “World’s Best Emerging Market Bank 2016” in the Bahamas, Barbados, Costa Rica, Trinidad & Tobago, Turks & Caicos and The U.S.
Retention disclosures (3)
Retention rate: 90% (Q3 2025) — “strong portfolio retention rates of 90% plus”
Retention rate: 90% (Q3 2024) — “Mortgage portfolio retention rates have also improved 190 basis points year-over-year to over 90%”
Retention rate (MD Financial): 98% (Q1 2019) — “Client retention rates at MD financial are ahead of plan with 98% of both assets and clients”
Lighthouse companies in Banking
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.