NPS Intelligence (beta)

Barclays reports Net Promoter Score of 33, which is higher than any other UK bank.

Investment to improve our service has raised NPS scores among premier customers, and we plan to enhance our offering further by expanding the product range and rewards.

A significant increase in our channel transactional Net Promoter Score (tNPS) - which measures customer satisfaction across our retail colleague- led channels - since 2023 reflects the high level of support our colleagues give our customers.

This has significantly improved broker net promoter scores and have increased the capacity and efficiency of the mortgage business. In the U.K.

…in customer complaints, an improvement in customer satisfaction during phone call interactions, as well as increases in digital and Premier Net Promoter Scores (NPS).1 Optimising our footprint is important in delivering for our customers and clients.

Barclays' UK consumer bank net promoter score ranks eighth out of the UK's 12 biggest lenders according to Ipsos research.

I mean, to illustrate this in the UK our Net Promoters Score ranked 8th among 12 leading banks. This is not good enough.

Our progress to improve the customer experience in 2023 is reflected in Barclays UK’s improved Net Promoter Score, which increased by six points versus 2022.

The Net Promoter Score (NPS) for Barclays UK was relatively stable throughout 2022 at +11. This reflects the returning capability to service our customers after previous declines during the pandemic.

At Barclays, Clark Povey helped drive up the bank's Net Promoter Score by introducing 24/7 video chat banking capabilities.

FY20 market share has been restated from last year’s published value based on latest analysis) On track Net promoter scores ® (NPS) Improve Barclays UK: +11 (2020: +15) Barclaycard UK: +4 (2020: +8) US Consumer Bank: +37 (2020: +35) – NPS scores…

FY20 market share has been restated from last year’s published value based on latest analysis) On track Net promoter scores ® (NPS) Improve Barclays UK: +11 (2020: +15) Barclaycard UK: +4 (2020: +8) US Consumer Bank: +37 (2020: +35) – NPS scores…

…Commentary Outcome Net promoter scores® (NPS) Improve Barclays UK: +19 Barclaycard UK: +12 US Consumer Bank: +35 Barclays UK: +15 (2019: +18) o Relative position improved to 5 th (2019: 7 th ) Barclaycard UK: +8 (2019: +11) o Relative position…

Customer and client outcomes are positive, with improvements in Net Promoter Score® (NPS) for Barclays UK and Barclaycard, and an increase in the take-up of mobile banking.

Barclays' Net Promoter Score has improved despite high current account customer outflow in Q3 2017.

…NPS across our brands provide a view of how willing customers are to recommend our products and services to others ◾ Barclays UK relationship NPS has increased to +17 (2017: +14) ◾ Barclaycard UK relationship NPS stayed flat over the year closing at +9…

However, complaints remain an ongoing area of focus for management and the Board 3.0% ◾ Barclays Relationship Net Promoter Score (NPS) ended the year with an improved score of +14 (2016: +10) while Barclaycard UK Relationship NPS remained relatively…

Barclays' NPS is significantly below market average, with a fall in retail deposits and market share reported in 2016.

…items b 70% 69% 72% N/A Including notable items 81% 81% 74% Common Equity Tier 1 ratio 10.3% 11.4% 12.4% N/A Customer and Client Net Promoter Score (NPS) 4th 4th 4th 1st Client Franchise Rank (CFR) 5th 5th 5th Top three Colleague Sustained…

Category Performance Vesting out of maximum 6% for each ‘C’ Customer and Client § Relationship Net Promoter Score performance against peers was 4th during the period.

Balanced Scorecard metric Actual 2015 Actual 2014 Actual 2013 PCB, Barclaycard and Africa Banking weighted average ranking of Relationship Net Promoter Score® vs. peer sets 4th 4th 3rd a Client Franchise Rank: Weighted average ranking of wallet share or…

…2015 Actual 2015 Assessment by the Committee 2015 Outcome out of maximum 7% for each ‘C’ Customer and Client 7% PCB, Barclaycard and Africa Banking weighted average ranking of Relationship Net Promoter Score v peer sets Client Franchise Risk 4th…

…aim to be the bank of choice t Our Balanced Scorecard Balanced Scorecard metric Actual Actual Target 2013 2014 2018 PCB, Barclaycard and Africa Banking weighted average ranking of Relationship Net Promoter Score ® vs. peer sets 3rd a 4th 1st Client…

There was however deterioration in the sustained engagement metric and the Relationship Net Promoter Score. The move in both metrics is predominately due to changes Barclays has undergone during 2014 with the Strategy Update affecting a structural…

Metric Actual 2013 Target 2018 Customer & Client RBB, Barclaycard and W&IM: Weighted average ranking of Relationship Net Promoter Score ®a vs. peer sets 4th 1st CIB Client Franchise Rank: Weighted average ranking of wallet share or customer satisfaction…

Customer & Client KPIs Performance metric Definition Why it is important to the business and management Retail and Business Banking, Barclaycard and Wealth and Investment Management: Weighted average ranking of Relationship Net Promoter Score ® vs. peer…

Retention rate: 90% (Q4 2024) — “a historical partnership renewal rate of around 90%. In 2024, notable renewals included Hawaiian and RCI”

Retention rate (US Consumer Bank - card partnerships): 90% — “many of whom have been with us for more than a decade and our historical renewal rate is about 90%”