2018 NPS® & CX Benchmarks

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ANZ

Company Type: B2C/B2B

Company Size: Large

NPS

(7 points )

ANZ Bank New Zealand Limited, New Zealand's largest financial-services group, operates as a subsidiary of Australia and New Zealand Banking Group Limited of Australia. Until 2012, ANZ operated in New Zealand under the legal entity ANZ National Bank Limited, which was formed as part of the 2012 merger of ANZ Banking Group (New Zealand) Limited and the National Bank of New Zealand Limited. From 2012, the company was renamed ANZ Bank New Zealand as part of the merger of ANZ and the National Bank brands. ANZ New Zealand operates under a variety of different brands, such as ANZ, UDC FinanceBonus Bonds and Direct Broking.

NPS Benchmarks Certified

Yes

Feedback Collection Method

N/A

Website

Net Promoter Type

N/A

Response Rate

N/A

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ANZ News

Date

Update Description

Score Change

Link

02/12/13

ANZ's Net Promoter Score was -20.1 for the six months to February 2013.

-20

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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good industry score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

About NPSBenchmarks.com

NPSBenchmarks.com collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.