Europe B2C Benchmarks

UK – Banking

This report includes Net Promoter Scores and customer experience drivers for the following 9 consumer banking companies. Purchase the 2011 report and receive last year’s report on a complimentary basis.

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

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Report highlights:
First Direct retained its crown in the banking sector having also led the 2010 benchmark. Once again it was the clear winner ahead of eight other banks in the study. 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.

Europe Package – Banking
Purchase all three banking reports for France, Germany and the UK and save 20%. $1748 | Learn more

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

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