Truist Financial Corporation
truist.com ↗In their words
“Wholesale business is 86.1%, it's up 2%, also very strong”
“Client retention in retail is at 91.8% and that's up a 1% over the last year”
“Client retention is a very strong 98% plus”
NPS disclosures (2)
And what we're doing now is say, let's bring all those digital capabilities, really fast turnaround times, incredible Net Promoter Scores with LightStream to all the Truist client base.
Retail Banking Net Promoter and client satisfaction scores have rebounded nicely from their March lows and still have more opportunity to improve.
Retention disclosures (15)
Retention rate (insurance wholesale): 86.1% (Q2 2021) — “wholesale business is 86.1%, it's up 2%, also very strong”
Retention rate (insurance retail): 91.8% (Q2 2021) — “client retention in retail is at 91.8% and that's up a 1% over the last year”
Retention rate (banking/accounts): 98% (Q2 2021) — “client retention is a very strong 98% plus”
Retention rate (insurance wholesale): 85% (Q4 2020) — “wholesale, really strong at 85%”
Retention rate (insurance retail): 90% (Q4 2020) — “client retention has stabilized in retail at north of 90% for the last eight months”
Retention rate (insurance wholesale): 84.1% (Q2 2020) — “84.1% in wholesale, also very strong”
Retention rate (insurance retail): 90.3% (Q2 2020) — “client retention was, in retail, 90.3%”
Retention rate (insurance retail): 91% (Q3 2019) — “good client retention and retail were up about 91%”
Retention rate (insurance wholesale): 79.6% (Q2 2019) — “wholesale was 79.6%”
Retention rate (insurance retail): 92.1% (Q2 2019) — “retention rates, which have actually improved since first quarter, retails up to 92.1%”
Retention rate (insurance wholesale): 76% (Q1 2019) — “wholesale 76%”
Retention rate (insurance retail): 92% (Q1 2019) — “retail business retention rate is just below 92%, which is industry leading”
Retention rate (Insurance): 92% (Q4 2018) — “Client retention, we think we're industry leading in the 92-plus range.”
Retention rate (Insurance): 92% (Q3 2018) — “Our client retention is also a driver. It's best-in-class, generally north of 92%”
Retention rate (Insurance): 91% (Q3 2017) — “we're industry leading at 91%, 92% or so there.”
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.