NPS Intelligence (beta)

…satisfaction Relationship net promoter score 16.1 17.2 19.7 16.1 2021 1 2022 1 2023 2024 2025 Link to strategy In 2025, we transitioned from an all-channel net promoter score to a relationship net promoter score, which measures the customer…

These 46 measures focus on customer advocacy (NPS), customer satisfaction, complaints and digital growth • In 2024, the total GCD BSC score is 83, on a 0-100 scale.

Customer satisfaction All-channel net promoter score 67.0 Our all-channel net promoter score measures the customer perception of day-to-day service across our channels, seeing broadly stable performance against the backdrop of considerable changes to…

…The 2023 Group customer dashboard contains 195 targeted measures relating to customer satisfaction, including; customer complaints, NPS and peer benchmarks •

Alongside our financial performance, we've seen some important business achievements in the half, including maintaining a leading net promoter score of plus 68.

…Significant progress against our customer focused commitments, including maintaining the Group's record all-channel net promoter score of 69 and increasing net new open book Assets under Administration (AuA) in Insurance and Wealth by over £7 billion ●

Strong progress on Strategic Review 2021 priorities, including an all channel net promoter score and mobile app net promoter score above 2021 targets, improved capabilities in Markets products and a 12 per cent increase in new clients using the Group's…

…Record net promoter scores across branch (80) and digital (71), reflecting continued improved customer satisfaction and the Group's focus on improving customer experience •

We are exceeding our target to maintain record all channel net promoter score with a 3 point increase in the first half of 2021. We have seen positive annual net new money in Insurance and Wealth, with cumulative net flows for open book assets under…

4.00 Segmented Customer Index: Measures customer experience and account growth amongst our targeted segments 4.0 5.0 5 Service NPS scores amongst our targeted customer segments were up, at 30.7 vs. target of 28.6.

…£2,300m £3,451m £688m 0% 10% Cost : Income Ratio 46.4% 43.9% 55.3% 0% 10% Customer Satisfaction 3rd 1st 1st 10% 7.5% Digital NPS 64.0% 67.0% 67.6% 7.5% 7.5% Employee Engagement Index +5% vs UK norm +2% vs UK high performing norm +6% vs UK high…

…Digitising to reduce cost to serve Measures of success in 2021 include, the Group's expectations of net mortgage open book growth as well as maintenance of all channels' record net promoter scores.

85 per cent of products are now originated digitally, with an 18 per cent increase over the last nine months, and record levels of customer satisfaction with the digital net promoter score at 69, up 8 per cent in the nine months ●

…which through automation and other mechanisms lowest costs continuously and through a better customer experience improves NPS scores and therefore revenues over time, that makes the cost-to-income over time also go down and creates a virtuous…

Our digital net promoter score of 69 is at an all-time high, up 8 per cent in the first half of the year, despite increased usage levels. To further enhance the functionality and accessibility of our services, we have rolled out new features to improve…

Branch net promoter score up 5 points with around 50 per cent of customer facing time being spent on complex needs ● Supporting first time buyers with further £13.8 billion of lending, building on success of Lloyds Lend a Hand mortgage, launched Halifax…

Our net promoter score continues to increase at 5% in 2019 to 65 and by more than 50% since 2011. Our score for the digital channel surpasses this and has also increased by 5% to 67.

Our overall success in improving the customer experience is reflected in our net promoter scores, which increased to 65 for all channels and 67 for digital channels, both up c.5 per cent since year end 2018.

Lloyds Banking Group's Net Promoter Score increased by two points to 64 in Q1 2019, driven by branch and digital improvements.

Lloyds Banking Group's net promoter score increased from 43% to 62% since 2011, as revealed in 2018 results by CEO António Horta-Osório.

…best customer experience Customer satisfaction Major Group average ranking over 2020 Threshold: 3rd Maximum: 1st 10% Digital net promoter score Set relative to 2020 targets Threshold: 64 Maximum: 67 7.5% FCA total reportable complaints and Financial…

Lloyds reported its net promoter score rose to 62% in 2018, up around 50% since 2011.

The success of our multi-channel, multi-brand approach is reflected in our net promoter score which increased to 62 in the year and is up c.50 per cent from 2011.

…Customer complaint handling 2 0.79 0.73 0.53 10% (FCA reportable complaints / FOS uphold rate) =<32% =<28% 15% 10% Net promoter score 3rd 1st 1st 10% 7.5% Digital active customer base 12.7m 13.3m 13.4m 7.5% 7.5% Colleague engagement score 62 70 76…

Lloyds Banking Group reports an increase in Net Promoter Scores of almost 50% since 2011 as part of its digital transformation and customer confidence recovery.

…We have been committed to meeting customers’ evolving needs through our multi-brand and multi-channel approach and as a result customer satisfaction, as measured by net promoter score (NPS), has increased to 62.0 from 58.6 in 2014 and from 42.5 in 2011.

…complaints in the first nine months are down 17% compared to the same period last year, excluding PPI, whilst the Group's net promoter scores has improved again and is up by around 60% since the end of 2010, having improved across all brands and…

Our Net Promoter Score improved further in 2017 and is up by around 50% since the end of 2011, having improved across all brands and channels.

…Return (TSR) Per annum for the three years ended 31 December (5% ) 16.6% Cost:income ratio 48.7 % 2 49.3% Net promoter score 62.7 59.3 Digital active customer base 12.5 m 11.5m Employee engagement index 71 71 1 The underlying profit result…

…Increased net promoter scores across all client divisions surveyed in 2016. ● Supported over 10,000 first time exporters which is helping the UK government achieve its ambition to deliver 100,000 new exporters by 2020.

Our net promoter score is over 50% higher than at the end of 2011 and has improved across all brands and channels. Also, our Group reportable banking complaints remain significantly lower than our major peer group average.

…Mortgage Interviews for customers from the comfort of their own home. o So far over 1,000 interviews have taken place, with record customer satisfaction levels, 98 per cent of customers rated the service as Excellent or Good, NPS average of 78 per cent.

…Shareholder Return (TSR) Per annum for the three years ended 31 December 16.6% 30.2% Cost:income ratio 49.3% 49.8% Net promoter score 59.3% 59.2% Digital active customer base 11.5m 10.4m Colleague engagement score 71% 60% 1 The underlying profit…

Our progress in creating the best customer experience has been reflected in our net promoter score across the Group, which has continued to improve in 2015 and is now over 50 per cent higher than at the end of 2011.

…and services. · Enhanced proposition for investment customers, becoming the first UK Bank to offer investment advice through video-conferencing and screen sharing. · Increased Net Promoter Scores across all channels in in the first half of 2015.

…Financial Ombudsman Service (FOS) uphold rate Maximum: 1.05 complaints per 1,000 accounts and 28% FOS uphold rate Net promoter score Major Group average ranking over 2017 Threshold: 3rd Maximum: 1st 10% Digital active customer growth Set relative to…

Our success in improving the customer experience has been reflected in net promoter scores (NPS), which have increased by 50 per cent since 2010, and Group reportable banking complaints (excluding PPI), which have reduced significantly over the same…

…· Further success in simplifying the business, improving processes and enhancing the customer experience with Net Promoter Scores increasing by 4 per cent since the end of 2013. · Continued development of digital capability with active online…

This strategy is already proving successful as shown by the improvement in customer service scores across our channels since December 2013, with our Net Promoter Scores increasing by 6 per cent.

…strategic measures (40 per cent) split into: cost:income ratio (10 per cent), customer satisfaction (10 per cent), net promoter score (10 per cent), SME lending (5 per cent), and share of first time buyer market (5 per cent) 25 per cent will vest for…

…third quarter · Launched a rebranded, revitalised Lloyds Bank and returned TSB to the high street in September · Further strong performance in customer service with Net Promoter Scores increasing by 11 per cent over the year · Continued reduction in…

Similarly we have continued to improve satisfaction scores, with Net Promoter Scores increasing by 13 per cent over the first nine months. We continue to be the UK’s largest lender to first-time buyers, providing one in four mortgages, and had lent £6.7…

…participant in Funding for Lending Scheme, further enabling us to support the UK economy; £11 billion committed · Increased Net Promoter Score in all three brands and a further reduction in FSA reportable banking complaints (excluding PPI) to 1.1…

…Net Promoter Scores up in all the three main retail brands ● SME net lending growth of 4 per cent in the last 12 months against market down 4 per cent ●

This has enabled the business to further deepen its customer relationships, with Corporate Banking the only UK bank lender to have a positive net promoter score (TNS survey) as well as being awarded with 'Real Finance/CBI FDs' Excellence Awards -…

From 2008 Lloyds TSB Group will be introducing a new measure of customer advocacy, the Net Promoter Score, which measures the likelihood of customers recommending Lloyds TSB to friends, family and colleagues.

Lloyds partners with Lumio in a strategic alliance offering a free trial to customers as part of a customer retention focus.