Verticals / Banking
Banking
Retail, commercial and digital banks, building societies and credit unions. The companies below lead this vertical in what they say publicly about customer experience: how they score, how often they report it and what they disclose about retention.
556
Companies
with a public NPS or retention disclosure
2,408
NPS disclosures
276 companies gave a number
72
Median disclosed NPS
last 3 years · 493 scores
130
Report retention
NRR, GRR, retention rate, churn or renewal
Lighthouse companies
Ranked on disclosed NPS (how often and how recently), Fortune 500 and listed status, and retention reporting. Click a card for every disclosure and its source.
Chase
Universal Bank · 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
NatWest Group plc
Retail Bank · natwest.com
64NPS · 2026
Retention 80% · 2026
“We continued to enhance the digital experience within the Coutts app, with record mobile NPS of 56, including 60% more readers of the Chief Investment Officer's articles …”
Latest: SEC 6-K report
Fifth Third
Regional Bank · 53.com
75NPS · 2026
“Fifth Third Private Bank achieved a leading Net Promoter Score of 75 with rising satisfaction and loyalty for high-net-worth clients.”
Latest: ir.53.com
B
Barclays
Global Bank · 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
Bank · 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.
Bank · 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
Rocket Companies
Mortgage Lender · rocketcompanies.com
70NPS · 2026
NRR 97% · 2025Retention 97% · 2026
“Our mortgage origination net promoter score was 70 for full year 2025, placing us among companies recognized for best-in-class service. Our mortgage origination business …”
Latest: SEC 10-K annual report
Itaú Unibanco
Bank · 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 de Chile
Chilean Bank · bancochile.cl
78NPS · 2026
“Importantly, we have achieved this expansion while maintaining the highest standards of customer service as reflected in our NPS of 77.6%, the leading score in the local …”
Latest: Earnings call, Q2 2026
Lloyds Banking Group plc
Retail Bank · lloydsbankinggroup.com
20NPS · 2026
“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, s…”
Latest: SEC 20-F annual report
BS
Banco Santander-Chile
Chilean Bank · bancosantander.cl
54NPS · 2026
“As of June 2026, the NPS reached 54 points, while the app's NPS scored 72 points, the website's 70 points, and the contact center's 61 points, which customers identified …”
Latest: SEC 6-K report
First Business Financial
Community Bank · firstbusiness.com
78NPS · 2026
“Net promoter score assesses likelihood to recommend on an 11‐point scale, where detractors (scores 0‐6) are subtracted from promoters (scores 9‐10), while passives (score…”
Latest: SEC 8-K filing
White space
3 of 17 Fortune 500 companies in banking (18%) have never said publicly that they measure NPS: not in news coverage, SEC filings or earnings calls.
UB
U.S. Bancorp
Fortune 500 #101
FC
First Citizens BancShares
Fortune 500 #288
JF
Jefferies Financial Group
Fortune 500 #377
Checked against every news item, SEC filing and earnings call in the database. "Reports retention" means the company publishes a retention or churn figure but no NPS.
Latest NPS disclosures
2026-10-17
676
Tangerine ranked highest among Canada's midsize banks with a customer satisfaction score of 676 for the 15th consecutive year. emarketer.com ↗
2026-10-17
—
RBC recognized for exceptional client experience in the 2026 Ipsos Financial Services Customer Service Index based on nearly 48,000 Canadian surveys. ca.finance.yahoo.com ↗
2026-10-16
—
RBC honoured for Exceptional Client Experience in 2026 Ipsos Financial Service awards, including Net Promoter Score recognition. rbc.com ↗
2026-10-16
55
Our net promoter score remains in the top quartile of all banks at a 55. Given the recent increase in short-term rates, we would expect our margin to expand over the next couple of quarters as assets will reprice more qu Earnings call, Q4 2026 ↗
2026-10-16
—
Nubank, Latin America's largest private financial institution, has achieved the highest Net Promoter Score in the region. app.dealroom.co ↗
2026-10-16
80
…high-touch relationship-based model places Clients at the center of focus resulting in superior outcomes Net Promoter Score (NPS) of 80+ (World Class) for 22 consecutive quarters reflects Service focus Highly aligned wi SEC 8-K filing ↗
2026-10-15
81
Customers Bank reports Net Promoter Score of 81, compared to industry average of 41. markets.ft.com ↗
2026-10-14
—
Commonwealth Bank maintained its #1 position among major banks in Consumer Net Promoter Score. commbank.com.au ↗
2026-10-14
—
CBA reported maintaining leading Consumer, Business and Institutional Net Promoter Scores among major banks. tipranks.com ↗
2026-10-14
81
Customers Bancorp reported a Net Promoter Score of 81, significantly above the industry average of 41. businesswire.com ↗
2026-10-14
77
ABB Bank's Net Promoter Score for digital channels increased from 48 to 77 as part of a digital transformation initiative. markets.businessinsider.com ↗
2026-10-13
89
Texans Credit Union increased its Net Promoter Score from 73.6 to 89.4 following digital banking transformation with Alkami. prnewswire.com ↗
More companies in Banking
Number of entries in brackets.
Bank of Montreal69Banco Santander, S.A.60Banco Bilbao Vizcaya Argentaria, S.A.44Canadian Imperial Bank of Commerce43Banco Santander Brasil S.A.42Ally Financial Inc.40Santander UK plc38UWM Holdings Corp35Citizens Bank29WaFd29Nu Holdings Ltd.28Pinnacle Financial Partners, Inc.28Intercorp Financial Services Inc.27WSFS FINANCIAL CORP27Credicorp26Customers Bancorp, Inc.26Busey25National Australia Bank (NAB)23Onity Group Inc.22Banco Bradesco S.A.20Bank of Nova Scotia (The)20Inter & Co, Inc.20Banco BBVA Argentina S.A.19BBVA18HSBC Australia18HomeStreet, Inc.18UMB FINANCIAL CORP18Citi17Republic Bancorp Inc17Truist Financial Corporation17Grupo Supervielle SA16Capital One15Customers Bank15Associated Banc-Corp14Peapack-Gladstone Financial14Royal Bank of Canada14Zions Bancorp14ANZ (Australia and New Zealand Banking Group)13Bendigo Bank12Commonwealth Bank12Oakworth Capital Inc.12Atom Bank11Bank of America Corporation11UBS Group AG11loanDepot, Inc.11Atlantic Union Bankshares Corp10Bendigo and Adelaide Bank10RBS10Chime9HDFC Bank9SB ONE BANCORP9Bigbank AS8CORPBANCA/FI8Enterprise Financial Services8FCMB Group8Finnvera Group8GRUPO FINANCIERO GALICIA SA8Nubank8Oakworth Capital Bank8Synovus Financial Corp8
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.