2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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ING Australia

Company Type: B2C

Company Size: Large

NPS

(26 points )

ING Bank (Australia) Limited (trading as ING) is an Australian direct bank and a wholly owned subsidiary of the multinational Dutch bank, ING Group. ING operates as a series of controlled entities: trusts and the primary bank division, ING, which operates under the segments of MortgagesSavingsEveryday BankingConsumer LendingSuperannuationInsurance and Commercial Lending

NPS Benchmarks Certified

Yes

Feedback Collection Method

N/A

Website

Net Promoter Type

N/A

Response Rate

N/A

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ING Australia News

Date

Update Description

Score Change

Link

11/21/14

The 2014/15 Financial Institution Consumer Loyalty & Recommendation Study reveals ING Australia's Net Promoter Score to be +38.

38

03/26/18

"ING has a "net promoter score" (NPS) of 22, the highest of any bank in Australia."

22

(-16 points )

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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.