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2018 NPS® & CX Benchmarks

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National Australia Bank (NAB)

Company Type: B2C/B2B

Company Size: Large

NPS

(-2 points )

National Australia Bank is one of the four largest financial institutions in Australia in terms of market capitalisation, earnings and customers. NAB was ranked 21st largest bank in the world measured by market capitalisation and 41st largest bank in the world as measured by total assets in 2014, falling to 49th largest in March 2016.

NPS Benchmarks Certified

Yes

Feedback Collection Method

N/A

Website

Net Promoter Type

N/A

Response Rate

N/A

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National Australia Bank (NAB) News

Date

Update Description

Score Change

Link

02/12/13

National Australia Bank (NAB)'s Net Promoter Score was -11.9 for the six months to February 2013.

-12

04/14/17

National Australia Bank (NAB) achieves a net promoter score of -10 in 2017.

-10

(2 points )

04/30/18

NAB reports a net promoter score of -9 for April 2018.

-9

(1 points )

06/30/18

NAB's "net promoter score - a measure of how likely customers are to recommend the bank - declined from -9 to -14 in the three months to June."

-14

(-5 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.