HSBC Australia
hsbc.com ↗In their words
“Net Promoter Scores have improved or remained top ranked in our home markets. In Hong Kong, we added 1.1 million new to bank customers.”
“Yes, that's both good for NPS, but it also should be good over the medium term for how we can adjust and accelerate our cost structure.”
“In our private bank, our global NPS increased to 54 points, compared with 48 points in 2024. In CIB, among Corporates we were ranked among the top 3 in seven of 10 key markets.”
Disclosed NPS over time
Every Net Promoter Score HSBC Australia has published, by date.
NPS disclosures (16)
HSBC improved its Net Promoter Score rankings across retail, SME, and mid-market segments in Q2 2026.
In our private bank, our global NPS increased to 54 points, compared with 48 points in 2024. In CIB, among Corporates we were ranked among the top 3 in seven of 10 key markets.
Net Promoter Scores have improved or remained top ranked in our home markets. In Hong Kong, we added 1.1 million new to bank customers.
In our private bank, our global NPS increased to 48 points, compared with 42 points in 2023. All the existing markets included in the programme increased their scores from 2023 and we have included India and UAE for the first time this year.
Our net promoter score for onboarding wholesale international clients in 1H24 improved by 10 points compared with 1H23. At 55.6%, more than half of WPB customers were mobile active in 1H24, an increase of 4.1 percentage points from 1H23.
In our private bank, our global NPS increased to 42 points, compared with 25 points in 2022. This was largely due to increased customer satisfaction in Asia, with improved scores in Hong Kong, Singapore, Taiwan and mainland China.
We measure customer satisfaction through net promoter scores across each of our business lines, listen carefully to customer feedback so we know where we need to improve, and take steps to do this.
We aim to be a top-three bank for customer satisfaction. Even though our performance, using the net promoter score, improved in many markets in which we operate, we still have work to do to improve our rank position against competitors, as some have…
HSBC deployed the Net Promoter system in its wealth and personal banking division.
In 2020, we achieved an overall net promoter score of 48, outperforming our competitors’ score of 39. We scored 49 in Asia-Pacific, compared with 32 for our competitors, and 44 in the Europe and Middle East region, compared with 41 for our competitors.
HSBC's customer satisfaction and Net Promoter scores for a new digital service are among the most positive across different channels.
Yes, that's both good for NPS, but it also should be good over the medium term for how we can adjust and accelerate our cost structure.
HSBC suffers from lower-than-average performance with respect to Net Promoter Score and customer satisfaction across key product areas.
Global Trade and Receivables Finance (‘GTRF’) improved its net promoter score to its highest recorded level; and Securities Services enhanced client experience through, for example, robotic process automation of 33,000 transactions a month, thereby…
HSBC Australia's 2016 online banking platform switch caused a drop in net promoter scores, discussed at Pegaworld 2018 conference.
HSBC suffers from lower-than-average Net Promoter Score and customer satisfaction performance across key products despite recent competitive improvements.
Retention disclosures (2)
HSBC improved customer engagement methods to ensure improved customer retention.
HSBC applies artificial intelligence to loyalty programs to improve customer retention amid elite credit card competition.
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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.