Independent Bank Corporation
independentbank.com ↗In their words
“Household retention rate of 97%”
“Our total household retention rate has increased to 94.5% year-to-date”
“Evidence that this approach resonates with our commercial customers is our industry leading net promoter score as measured by Greenwich Associates.”
NPS disclosures (2)
Evidence that this approach resonates with our commercial customers is our industry leading net promoter score as measured by Greenwich Associates.
We have a passion for service excellence and have the highest net promoter score in our market evidencing our culture where each relationship matters.
Retention disclosures (3)
Retention rate: 97% (Q4 2017) — “household retention rate of 97%”
Retention rate: 94.5% (Q3 2017) — “our total household retention rate has increased to 94.5% year-to-date”
Retention rate (investment management business): 99% (2011) — “achieving 99% customer retention rate”
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.