State Street
statestreet.com ↗In their words
“In terms of fully installed Alpha clients, the retention rate is 100%”
“We had set a 90% client retention rate. We achieved 95%”
“We're targeting a client asset retention rate of at least 90%”
NPS disclosures (8)
Improve Client NPS Key Activities In order to establish and deliver a global IS strategy to achieve financial, strategic, and organizational goals, including specific targets related to our continental Europe business, and to oversee the lawful…
…common stock dividends ✔ Improved service quality, broadening and deepening existing client relationships and increasing overall net promoter scores (NPS) compared to 2022 ✔ Continued to advance our technology modernization plans and implement…
However, client net promoter score (NPS) was below target • Reported three new State Street Alpha mandates and continued delivery of new functionality via partnerships with trading platforms and data and analytics providers •
…client experience, establishing a team dedicated to understanding and improving client sentiment across the firm; achieved favorable client net promoter score (NPS) results of +17, an increase of +3 compared to 2020 ✔ Restructured client management…
We’ve got a set of client NPS, Net Promoter Score work that we do, that we’ve expanded over the last 2 years to now take on a very large portion of our clients.
…Expand net promoter score program • Increase accountability and performance •
…of $125–150M A 2020 KPIs Increased service quality Improve client experience and delivery across key clients and Improve client satisfaction evidenced by higher segments NPS measuresB Heighten real-time monitoring of key client KPIs and…
8 Becoming the #1 asset servicing provider: Being the best at what we do Targeted next stepsA: Increase service quality • Enhance Net Promoter Scores (NPS) score by 10% annually Enhance productivity •
Retention disclosures (4)
State Street CMO transformed marketing approach to support client retention through early relationship establishment.
Retention rate (Alpha (fully installed clients)): 100% — “in terms of fully installed Alpha clients, the retention rate is 100%”
Retention rate: 95% (Q2 2016) — “We had set a 90% client retention rate. We achieved 95%”
Retention rate: 90% (2016) — “we're targeting a client asset retention rate of at least 90%”
Lighthouse companies in Payments, wealth & financial services
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.