2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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Commonwealth Bank of Australia (CBA)

Company Type: B2C/B2B

Company Size: Large

NPS

(7 points )

The Commonwealth Bank of Australia is an Australian multinational bank with businesses across New Zealand, Fiji, Asia, the United States and the United Kingdom. Commonly referred to as the Commonwealth Bank (CBA), it provides a variety of financial services.

NPS Benchmarks Certified

Yes

Feedback Collection Method

N/A

Net Promoter Type

N/A

Response Rate

N/A

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Commonwealth Bank of Australia (CBA) News

Date

Update Description

Score Change

Link

02/12/13

Commonwealth Bank of Australia (CBA)'s Net Promoter Score was -10.2 for the six months to February 2013.

-10

04/14/17

Commonwealth Bank of Australia (CBA)'s Net Promoter Score was -3 for the six months to February 2017.

-3

(7 points )

06/15/18

"For example, it is able to simulate what impact “nudging” its net promoter score up five points would have on the types of conversations customers would want."

N/A

CustomerGauge

The home of Monetized Net Promoter® and the world's only software proving the ROI of Customer Experience.

Commonwealth Bank of Australia (CBA) NPS Rank & Industry Overview

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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.