B2C Benchmarks

Europe Package – Banking

Purchase all three banking reports for France, Germany and the UK and save 20%. The combined reports include NPS data from 22 brands. In addition, you receive last year’s report on a complimentary basis.

France

  • BNP Paribas
  • Caisse d’Epargne
  • CIC
  • Crédit Agricole
  • Crédit Mutuel
  • La Poste
  • LCL
  • Société Générale
 UK

  • Barclays
  • First Direct
  • Halifax
  • HSBC
  • Lloyds TSB
  • Nationwide
  • Natwest
  • RBS
  • Santander
Germany

  • Deutsche Bank
  • ING-DiBa
  • Postbank
  • Sparkasse
  • VR Bank

$1748 | Purchase All 3 Reports (20% off)
Report Overview – France | Report Overview – Germany | Report Overview – UK

Report highlights:

France: La Poste narrowly displaced last year’s winner, Crédit Mutuel in the banking sector in France with nearly identical scores of 7% and 6% respectively. However, the sector as a whole did not improve, with consumers again rating most banks in negative territory on the NPS rating scale. Only La Poste and Crédit Mutuel had more promoters than detractors, placing their scores in the positive range.

Germany: ING-DiBa, the direct banking brand of ING group in Germany, strengthened its leadership position in the banking sector. ING-DiBa’s NPS increased to 48%, more than 50 points ahead of its nearest major rival, and up 8 points from last year.

UK: First Direct retained its crown in the banking sector having also led the 2010 benchmark in the UK. First Direct’s NPS of 61% was a remarkable 19-point improvement on last year and 61 points ahead of the sector average which hovered at 0% (meaning that the average UK bank has as many detractors as it does promoters). It was a massive 95 points clear of the sector laggard, Santander, which earned an NPS of only -34%, on the back of re-branding following acquisitions of Alliance & Leicester and Abbey.

NPS data is also available for U.S. consumer banking | $1195 | Learn more

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