2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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HSBC

Company Type: B2C

Company Size: Large

NPS

HSBC Holdings plc is a British multinational banking and financial services holding company, tracing its origin to a hong in Hong Kong. HSBC is the world's seventh largest bank by total assets and the largest in Europe with total assets of US$2.374 trillion (as of December 2016). HSBC achieved a Net Promoter Score of -24 in ForeSee's 2013 report.

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HSBC News

Date

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02/05/18

Market Research Hub (MRH) report finds HSBC's Net Promoter Score (NPS) is lower-than-average. 

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07/06/18

Country head of HSBC Australia CRM told the recent Pegaworld 2018 conference that swapping online banking platforms - which Australia did in 2016 - had caused a drop in net promoter scores (NPS) in some countries.

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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.