Itaú Unibanco
itau.com.br ↗In their words
“The migration second year NBS levels above 80%, very strong with a small fraction, 99.3% of the clients. migrated with a digital experience that is very solid, and we managed to get 18 points of NPS in regards to the leader of the digital bank.”
“So what we've done is improving the quality of the investment and increasing the investment for new businesses that will generate benefits in the long term that will improve the NPS and the relationships with our clients.”
“We see important evolutions in the NPS because it's not an issue just of being competitive. The prices are variable.”
Disclosed NPS over time
Every Net Promoter Score Itaú Unibanco has published, by date.
NPS disclosures (69)
Itaú Uniclass achieved 76 NPS points on December 31, 2025, when compared to 74 points in 2024. Itaú Personnalité: Premier Banking Services for Affluent Clients Itaú Personnalité is dedicated to serving clients with a monthly income above R$15,000 or…
Itaú Uniclass achieved 76 NPS points on December 31, 2025, when compared to 74 points in 2024. Itaú Personnalité: Premier Banking Services for Affluent Clients Itaú Personnalité is dedicated to serving clients with a monthly income above R$15,000 or…
…the migration second year NBS levels above 80%, very strong with a small fraction, 99.3% of the clients. migrated with a digital experience that is very solid, and we managed to get 18 points of NPS in regards to the leader of the digital bank.
Robust innovation ecosystem based on clients needs ... and always pursue sustainable growth Broad coverage in measuring business NPS, as well as the experience of our products and services Structured feedback process focused on the evolution of our…
Itaú Uniclass achieved 76 NPS points on December 31, 2025, when compared to 74 points in 2024. Itaú Personnalité: Premier Banking Services for Affluent Clients Itaú Personnalité is dedicated to serving clients with a monthly income above R$15,000 or…
Our clients already recognized these improvements, as evidenced by our satisfaction rates, Net Promoter Score (“NPS”). Itaú Uniclass increased client satisfaction by 3 NPS points, while our App Mobile increased by 2 NPS points when compared to December…
Robust innovation ecosystem based on clients needs ... and always pursue sustainable growth Broad coverage in measuring business NPS, as well as the experience of our products and services Structured feedback process focused on the evolution of our…
Itaú Uniclass achieved 76 NPS points on December 31, 2025, when compared to 74 points in 2024. Itaú Personnalité: Premier Banking Services for Affluent Clients Itaú Personnalité is dedicated to serving clients with a monthly income above R$15,000 or…
So what we've done is improving the quality of the investment and increasing the investment for new businesses that will generate benefits in the long term that will improve the NPS and the relationships with our clients.
…12 new releases with a 4-5x faster speed: Pix in WhatsApp ‘Piggy bank’ (Cofrinhos) Credit limits management Investment as collateral for credit cards with 80 NPS points of satisfaction R$1 trillion QUALITY 2,606% increase in tech deployments…
We see important evolutions in the NPS because it's not an issue just of being competitive. The prices are variable.
We are very satisfied with the evolution of the Super App, and we are looking at the NPS absolute, that is -- it's drastically -- we reduced the digital that had a higher NPS.
Itaú Uniclass increased client satisfaction by 3 NPS points, while our App Mobile increased by 2 NPS points when compared to December 31, 2023.
We decreased the work of those teams, maintaining quality, measuring NPS, and we are just as necessary. So in fact, this quarter, if you take a look, there was a reduction of 100 branches.
As a result of these initiatives, we accelerated our growth and improved client satisfaction, achieving a 17-point increase in NPS compared to 2021.
Our global NPS increased by 4 points, with 75% business areas reaching their all-time highs and 69% of our business segments and products posting an NPS above 70 points.
We've seen that there is the acceleration of digital projects that changed the experience of the client in the NPS, in the loyalty. So [indiscernible] has been accelerating, and we understood that we need to open different fronts now.
Itaú Uniclass reached a NPS of 71 points and our Mobile App, which accounts for 29.3% of our revenues in 2023, attained a NPS of 79 points on December 31, 2023.
NPS Global We put the client first + 20 points Dec/22 vs 2018 + 25 points 2023 vs 2018 Our commitment: to serve our clients where, when and how they want to be served the client is at the center of everything we do Access to the same type of service…
…intensive use of channels 80% increase in the volume of customer interactions over the last 3 years digital transformation 92% share of inbound service on digital channels customer satisfaction 71 NPS points, an increase of 9 points compared to 2020.
Our NPS was 71 points, which is an increase of 9 points compared to 2020 and reflects the digital and cultural transformation, client centricity and the delivery of very powerful results so far.
And we've been able to grow our portfolio, our client base, and to enhance the penetration of credit card with a good product, good UX, very focused on NPS.
Itaú Uniclass achieved a NPS of 72 points and our Mobile App, that represents 27% of our revenue income in 2022, achieved a NPS of 78 points on December 31, 2022.
We were able to improve our customer satisfaction (measured by NPS) in all segments of individuals (up 8 points on average) and companies (up 10 points on average).
Currently, over 60% of our business fronts are at their NPS maximum historical levels, and part of them surpassed the excellence zone of 75 points.
…clients create the client is at the the client experience more value > than 597 thousand feedbacks¹ center of Global NPS everything we do _executives experience our clients’ day-to-day banking + 25 points Our commitment: activities in all service…
Our Mobile App achieved an NPS of 71 points on December 31, 2021. Our digital channels represented 27.8% and 24.6% of our revenue income for the year ended December 31, 2021 and December 31, 2020, respectively.
We have also launched the new Black and Infinite cards to our most engaged and most value generating customers and our NPS in the Non-Account Holders segment increased by six basis points in December 2021 when compared to December 2020.
The level of customer satisfaction with the digital branches is also being measured and, in this case, it stood at 79 points at the end of March 2022.
…leads from digital channels (Omnichannel) More engaged +8x +1.5x +6.3x +13x DAU/MAU ~ 100% customers Share of Wallet NPS sales conversion Transactions Credit into Ominichanel¹ (1) Leads from the mobile channel to the manager individual’s credit…
The satisfaction of the users of the digital channels measured by means of the Net Promoter Score (NPS) of the Super App (mobile channel for individuals) is still very high, at 70 points. iti surpassed the milestone of 16.7 million clients – 2.1 million…
Our Mobile App achieved an NPS of 71 points on December 31, 2021. Our digital channels represented 27.8% and 24.6% of our revenue income for the year ended December 31, 2021 and December 31, 2020, respectively.
…o Digital já é o negócios com adquiridos clientes de clientes de transações principal canal de conexões O2O digitalmente está nos seus NPS cresceu em de nossos distribuição (phygital e em 2021 mínimos históricos todos os nossos clientes em 2021 +24 p.p.
Thanks to our new digital, less bureaucratized journey, we saw an increase in our transactional NPS, which rose from 35 points in March, to 73 points in December.
Our Net Promoter Score (NPS) for the Super App (mobile channel for individuals) reached 71 points in December 2021. “We kicked off 2022 by making significant headway in the bank’s cultural and digital transformation, reflected in the results disclosed…
The NPS in this segment increased by 5 points in 2020, which indicates that we were able to attend the needs of our customers with great quality.
The NPS in this segment increased by 5 points in 2020, which indicates that we were able to attend the needs of our customers with great quality.
The satisfaction ratings (Net Promoter Score, or NPS) of our retail bank improved by 11 percentage points between August 2018 and December 2020.
…And as you can see, our NPS -- global NPS achieved 70 points, growing 6 points when compared to September '20. So we are growing with a lot of quality and client centricity.
Along with this significant increase, user’s satisfaction with digital channels measured based on the NPS (net promoter recurring managerial result score) for the Super App (the bank’s mobile channel for individual customers) remains very high, at 77…
App Itaú: 78 NPS points An all-time level! To intensify our digital sales, we have created the Live Program whose aim is to transform how we offer digital products and services based on a new operating model with new functionalities in data analysis,…
…tool to support business R$ billion raised the level of satisfaction management (ERP system) in partnership with + 28 points* + 2x 133 NPS > 65 in small and 60 market medium sized leaders in companies 2025 ambition Brazil *between Aug-18 (start of…
The satisfaction ratings (Net Promoter Score, or NPS) of our retail bank improved by 11 percentage points between August 2018 and December 2020.
…engagement through digital channels occurs concurrently with a higher user satisfaction score of digital channels—the NPS (net promoter score) of the super app reached 78 points in March 2021 Supervision and Regulation Central Bank proposes new…
…transfers and +64% compared to March 2020 payments 72% 76% 80% 54% of hires1 (individuals) were made through digital NPS mobile (individuals) 72 pts 74 pts 79 pts channels points +70% compared to March 2020 We constantly monitor the changes in consumer…
1Q20 financed property—mar/16 mar/20 mar/21 lower interest rates 30 points and longer term Global NPS share of 1Q21 32% 29% 25% 14% in business digital hiring sales channels high-income brokers agencies partners and client agencies and Uniclass…
…de equivalência patrimonial da XP Inc. a partir de fevereiro 2021. banco digital expansão com qualidade 78 pontos NPS do super app relacionamentos digitais 54% novos clientes das contratações¹ de adquiridos digitalmente pessoas físicas foram feitas…
The NPS in this segment increased by 5 points in 2020, which indicates that we were able to attend the needs of our customers with great quality.
In November we reached the mark of 58 points, 10 points more than in 2018, even with the challenges that we could not have foreseen. Last, but not least, we have reached 2021 with an optimistic outlook on the future, aware of the complexities that lie…
…digitais pessoas físicas pessoas jurídicas encerrados no 4T20 24,2 milhões em dez/2020 23,0 milhões em dez/2020 1,2 milhão em dez/2020 Satisfação e e-NPS² 89 pts NPS Global + 10 pts experiência Eleito o melhor lugar em gestão Atingimos o desafio 2020 s.
Last but not least, we improved our client net promoter score by 10 points over the course of the last two years, therefore, beating internal target for the period.
Global NPS + 27 points + 17 points + 8 points Active contact to understand our Lessons learned from client clients’ experience. feedbacks to enhance their 2020 vs 2018 2021 vs 2018 2023 vs 2018 (Sep-20 vs Aug-18) experience.
Global NPS + 27 points + 17 points + 8 points Active contact to understand our Lessons learned from client clients’ experience. feedbacks to enhance their 2020 vs 2018 2021 vs 2018 2023 vs 2018 experience.
The satisfaction ratings (NPS score) of the retail bank improved 8 percentage points between August 2018 and December 2019.
Global NPS + 27 points + 17 points + 8 points Active contact to understand our Lessons learned from client clients’ experience. feedbacks to enhance their 2020 vs 2018 2021 vs 2018 2023 vs 2018 (Mar-20 vs Aug-18) experience.
The satisfaction ratings (NPS score) of the retail bank improved 8 percentage points between August 2018 and December 2019 Itaú Personnalité (banking for high-income individuals) We began providing customized services to high-income individuals in 1996…
In 16 months, we increased 9 points in our Global NPS, which represents 90% of our target for the end of 2020. Since 2016, we have been improving our position in the complaints ranking of the Central Bank of Brazil, reaching eighth position, the best…
…Pension Plan and Premium Bond operations. page 24 Clients We are a bank with 55 million clients 1 Clients more Individual account holders satisfied 8 points - Global NPS + Total In the last 12 months openings closures 80% are more than + 43%…
…& CEOCandido Bracher President & CEO Agenda Scenario 1 Strategy to improve customer satisfaction 2 Results achieved (NPS evolution) 3 02Agenda Scenario 1 Strategy to improve customer satisfaction 2 Results achieved (NPS evolution) 3 02 Agenda Scenario…
…45% lower operational costs and 69% lower Global acquisition costs NPS 74 Available on: Digital Paperless Value for money Digital Experience (+expense – churn) benefit page 117Digital Strategy | Credicard ZERO Paperless, zero fee credit card.
2 Net Promoter Score: measures the degree of customer satisfaction and loyalty. 41Dear Reader, The previous Management Report drew attention to the importance of customer centricity as as a guiding thread to all of our strategic fronts1.
…45% lower operational costs and 69% lower acquisition costs Global NPS 74 Available on: Digital Paperless Value for money Digital Experience (+expense benefit –churn) Itaú Unibanco | May 2019Offers | Credicard ZERO Paperless, zero fee credit card.
1 NPS – Net Promoter Score. Measures the degree of customer satisfaction and loyalty.
(1) Source: Central Bank of Brazil NPS To measure customer satisfaction, we adopted the Net Promoter Score (NPS), a universal method to evaluate satisfaction.
(1) Source: Central Bank of Brazil NPS To measure customer satisfaction, we adopted the Net Promoter Score (NPS), a universal method to evaluate satisfaction.
…Digital Implementação de programa de Flexibilização do Dress Code para colaboradores Números de canais digitais medição da satisfação de clientes (NPS) + de 600 mil contas PF abertas pelo app Abreconta em 2018 Criação de uma plataforma aberta…
We believe however that we can do more and, to this end, we are adopting the Net Promoter Score (NPS), which will be used in every stage of our processes.
We believe however that we can do more and, to this end, we are adopting the NPS (Net Promoter Score), which will be present in every stage of our processes.
…and Collection Expected Technology and competencies infrastructure Net Income and ROE Operations Cost management NPS Valor para o Client Value Cliente Domínio Digital Domain Digital 09 Schedule 9:41 Profitability Manuten çãodasmargens Risk…
Retention disclosures (1)
QC Ware collaborated with Itaú Unibanco on a four-month project to investigate whether quantum computing can improve customer retention.
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.