First Horizon
firsthorizon.com ↗In their words
“90% to 95% retention rate on those balances”
“Horizon reports retention of over 95% of Salin customers following branch network changes.”
“First Tennessee Bank has...a 96% customer retention rate, one of the highest of any bank in the country”
NPS disclosures (3)
…per share ◦ Efficiency & productivity: revenues per employee; revenues per dollar of assets; efficiency ratio ◦ Operational execution: loan, fee income & new to bank deposit growth; net charge-offs; new verticals/new digital revenue; cost savings;…
Feedback & complaints Offers “80% of companies that excel in customer experience outperform their competitors in revenue growth” Improvement in key performance metrics: +16ppts YoY Net Promoter Score (NPS)1 +13% YoY Customer Satisfaction (CSAT)2 1.
Drive consistent metrics: ◦ Financial results ◦ Efficiency & productivity ◦ Operational execution: lending; fee income; deposit; net charge-offs; new verticals/digital revenues; cost savings; critical talent;
Retention disclosures (4)
Retention rate: 90% (FY2023) — “Our client retention rate in 2023 was over 90%”
Horizon reports retention of over 95% of Salin customers following branch network changes.
Retention rate: 90% (Q2 2018) — “90% to 95% retention rate on those balances”
Retention rate (First Tennessee Bank): 96% (Q3 2015) — “First Tennessee Bank has...a 96% customer retention rate, one of the highest of any bank in the country”
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.