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2018 NPS® & CX Benchmarks

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Industries / Financial Services

Financial Services

Companies: 965

Sub-Industries: 11

NPS

Ranked 14 of 22 Industries

Financial services are the economic services provided by the finance industry, which encompasses a broad range of businesses that manage money, including credit unions, banks, credit-card companies, insurance companies, accountancy companies, consumer-finance companies, stock brokerages, investment funds, individual managers and some government-sponsored enterprises. Company names like Barclays, Morgan Stanley, HSBC, USAA, Goldman Sachs are all examples from the financial services industry. As of January 2018, the net promoter score (NPS) of the financial services industry is +44. The financial services industry NPS is ranked 10th out of 20 industries. 

Score Updated November 14, 2018

Financial Services Sub-Industries

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NPS Blog

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.