Royal Bank of Canada
rbc.com ↗In their words
“Our retention rates of approximately 90% and midterm attrition rates at 5-year lows”
“Our mortgage retention rates are exceptionally strong at 90%”
“We are seeing retention rates at nearly 92%”
Disclosed NPS over time
Every Net Promoter Score Royal Bank of Canada has published, by date.
NPS disclosures (8)
RBC recognized for exceptional client experience in the 2026 Ipsos Financial Services Customer Service Index based on nearly 48,000 Canadian surveys.
RBC honoured for Exceptional Client Experience in 2026 Ipsos Financial Service awards, including Net Promoter Score recognition.
RBC was recognized with top honours in the Annual 2025 Ipsos Financial Service Excellence awards, the only Big Five bank to be a sole award recipient, earning four awards including Net Promoter recognition.
Our One RBC client-first approach is also reflected in the multiple awards and record Net Promoter Scores achieved by our private bank. Turning to mortgages, where we plan to maintain our disciplined growth strategy amidst intense competition.
…Mobile App Satisfaction Study, Canada Online Banking Satisfaction Study and Canada Retail Banking Satisfaction Study Secured a win for all 11 Ipsos 2024 Financial Service Excellence Awards among the Big 5 banks, including four solo wins in “Recommend…
Client survey results Metric 2019 results Personal & Commercial Banking (70% weight) Personal Net Promoter Score (60% weight) Commercial Net Promotor Score (40% weight) 110% Wealth Management (20% weight) Canadian Institutional Investors Survey (PH&N)…
Client survey results Metric 2018 result s Personal & Commercial Banking (70% weight) Personal Net Promoter Score (60% weight) Commercial Net Promoter Score (40% weight) 110% Wealth Management (20% weight) Canadian Institutional Investors Survey (PH&N)…
As we strengthen our customer relationships, we’re pleased that our net promoter score in the insurance business remains among the best-in-class at over 53%.
Retention disclosures (6)
Retention rate (Mortgage customers): 90% (Q1 2023) — “our retention rates of approximately 90% and midterm attrition rates at 5-year lows”
Retention rate (Mortgage customers): 90% (Q1 2022) — “our mortgage retention rates are exceptionally strong at 90%”
Retention rate (Mortgage customers): 92% (Q4 2020) — “we are seeing retention rates at nearly 92%”
Retention rate (mortgage): 91% (Q1 2020) — “strong client retention of over 91%”
Retention rate (mortgage): 92% (Q3 2018) — “we are quite happy with the 92% of the over 90% that Rod had mentioned”
RBC Mobile app includes credit card controls and tracks digital client retention as a performance indicator.
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.