Global & universal banks
155
Companies
with a public disclosure
77
Gave a number
a disclosed NPS
71
Median latest NPS
last 3 years
8
Silent
known companies, nothing published
Lighthouse companies
Chase
Global & universal banks · jpmorganchase.com
65NPS · 2026
“Fit vs. ‘19Design target product (examples) Grow DeepenEngage For footnoted information, refer to slide 47 ~65 Net Promoter Score (NPS) among primary bank deposit custome…”
Latest: jpmorganchase.com
B
Barclays
Global & universal banks · barclays.com
33NPS · 2026
Retention 90% · 2025
“Barclays reports Net Promoter Score of 33, which is higher than any other UK bank.”
Latest: investing.com
W
Westpac
Global & universal banks · westpac.com.au
-1NPS · 2025
Retention 97.5% · 2014
“In platforms such as BizEdge, Westpac One and Digital Banker, supports our ambition to lead in Consumer and Business Net Promoter Score (NPS1 ) and for Institutional, to …”
Latest: SEC 20-F annual report
ING Groep N.V.
Global & universal banks · ing.com
77NPS · 2026
“We define ‘best’ as a chieving a high net promoter score (NPS), ranking in the industry’s top quartile, leading in sustainability, digital services and employer attractiv…”
Latest: SEC 20-F annual report
Itaú Unibanco
Global & universal banks · itau.com.br
76NPS · 2026
“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 Perso…”
Latest: SEC 6-K report
Banco Santander, S.A.
Global & universal banks · santander.com
61NPS · 2026
Churn 5% · 2020
“8.6 (out of 10) 8.5 (out of 10) In the middle range and +0.3 compared to the financial sector NPS 61 In the top 5% and +21 points compared to the financial sector A Advoc…”
Latest: SEC 20-F annual report
BB
Banco Bilbao Vizcaya Argentaria, S.A.
Global & universal banks
91NPS · 2026
“As you can see in the right hand side of the slide, the customer satisfaction measured by the net promoter score it improved by 10 percentage points in the last five year…”
Latest: SEC 6-K report
National Australia Bank
Global & universal banks · nab.com.au
43NPS · 2025
“NAB's Net Promoter Score sits at +43, signalling strong customer loyalty and satisfaction in corporate banking.”
Latest: miragenews.com
FCMB Group
Global & universal banks · fcmb.com
74NPS · 2025
“FCMB's Net Promoter Score stood at 74 in August 2025, ahead of the industry average; NPS for digital banking rose from 71 to 75.”
Latest: newtelegraphng.com
HSBC Australia
Global & universal banks · hsbc.com
54NPS · 2026
“In our private bank, our global NPS increased to 54 points, compared with 48 points in 2024. In CIB, among Corporates we were ranked among the top 3 in seven of 10 key ma…”
Latest: SEC 20-F annual report
SouthState Bank Corp
Global & universal banks · southstatebank.com
64NPS · 2026
“SouthState achieved Net Promoter Score of 64 in consumer banking segment, alongside record loan growth and strong credit quality in Q2 2026.”
Latest: theglobeandmail.com
Finnvera Group
Global & universal banks · finnvera.fi
81NPS · 2026
“Finnvera Group reported an NPS index of 81 in Q1 2026, a 3-point improvement from the prior period.”
Latest: finnvera.fi
More companies
Number of entries in brackets.
Bank of Nova Scotia (The)20Commercial Bank (BBVA)19Citi17Commonwealth Bank17Royal Bank of Canada14ANZ (Australia and New Zealand Banking Group)13Bank of America Corporation11UBS Group AG11RBS10First Republic Bank9GRUPO FINANCIERO GALICIA SA8CIBC Bank USA7Axis Bank5BPI5TSB5ABN AMRO Bank4Credit Agricole4Grupo Aval Acciones Y Valores S.A.4NATIONAL WESTMINSTER BANK PLC /ENG/4Nedbank4PrivatBank4Techcombank4Big Four Banks3Castle Trust Bank3Choice3Commonwealth Bank of Australia (CBA)3HSBC BANK PLC3ING Bank3META FINANCIAL GROUP INC3NCBA group3OLD NATIONAL BANCORP /IN/3SMBC3Vietcombank3Wells Fargo3ADCB2AIB Group PLC2Alliance Bank2BARCLAYS BANK PLC2Banco Santander Mexico S.A., Institucion de Banca Multiple, Grupo Financiero Santander Mexico2Bank of New Zealand (BNZ)2Boston Private2Coutts2DEUTSCHE BANK AKTIENGESELLSCHAFT2Defence Bank2Emirates NBD2I&M Group PLC2NORTHPOINTE BANCSHARES INC2OCBC Bank2OakNorth2OneSavings Bank2RCI Bank and Services2SBI2Scotiabank2Standard Chartered2State Bank of India2UBA Ghana2Union Bank2Williston Financial Group2maib2ABB Bank1ASB1ATB1Access Bank1Africanbank1Air Bank1AlexBank1Alraedah Finance1Ameriabank1Andrew Irvine Banking1BIAN1BIBD1BRI Nusa Dua Eco Market1Banco de Credito del Peru1Bangladesh Finance1Bank Australia1Bank Mandiri1Bank Saqu1Banorte1Burke & Herbert Financial Services Corp.1CIB1CREDIT SUISSE GROUP AG1CUBI1CYBG PLC1CalPrivate (Private Bancorp of America)1Capitec1Co-Operative Bank of Kenya1ComBank1Commercial Bank1Commercial Bank of Ceylon1Commercial Bank of Dubai1Credem1Development Bank of Wales1Emirates Islamic1FAB1FNB United Corp.1FNBO1Federal Bank1Fidelity Bank1Gatehouse Bank1Georgian private bank (unnamed)1HSBC UK1Huxley1I&M Bank Uganda1ICICI Bank1IMB Bank1IndusInd Bank1Intesa Sanpaolo1KBank1KCB Group Plc1Komercni banka1Kotak Mahindra Bank1Macquarie Bank1Mashreq1Matera1Mercury1NRB Bank1Namibian private bank (unnamed)1NatWest Markets Plc1OmniBSIC1PBCT1PTSB1Piguet Galland & Cie SA1Pinnacle Financial Technologies1Provident Bank1ProvidusUnity Bank1QIB (Qatar Islamic Bank)1RHB Banking Group1Radius Bank1Rosbank1Royal Financial Corp.1SCB (Siam Commercial Bank)1Santander Holdings USA, Inc.1Stanbic Bank Uganda1Stanbic IBTC Bank1Standard Bank1Suryoday Small Finance Bank1TBC Bank1TD Bank1TMRW by UOB1TruVista1UTB1UniCredit1İşbank1
Silent
Companies we know of in global & universal banks that have published nothing on NPS or retention.
JF
Fortune 500 #377
AB
Bank
MU
Banking Group
MF
Universal Bank
NB
Commercial Bank
S
Investment Bank
SF
Universal Bank
SM
Commercial Bank
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.