NEWS22 April 2015

First Direct tops NPS benchmark

Finance News UK

UK — Online bank First Direct achieved the highest Net Promoter Score ( 73 ) in Satmetrix’s UK Net Promoter Customer Loyalty Benchmark Reports.


The reports rank more than 60 brands across nine UK sectors, including financial services, insurance, television, mobile and internet providers, and marks companies according to consumers’ likelihood of recommending them.

Factors determining brands’ Net Promoter Score (NPS) include customer views on ease of use, access to support, company reputation, treating customers fairly and value for money; more than 11,000 UK customers were surveyed for the reports.

The top 10 Net Promoter Scores across all sectors were:

  1. First Direct +73
  2. Nationwide Building Society +43
  3. Freeview +38 / Tesco Mobile +38
  4. Plusnet +37
  5. LV +34 / Hargreaves Lansdown +34
  6. Santander credit cards +28 / Tesco Bank credit card +28
  7. Santander banking +27

Brendan Rocks, head of data science at Satmetrix, said: “The Net Promoter leaders are more likely to enjoy high customer retention, lower customer acquisition costs, and ultimately benefit from more sustainable growth. Many of the companies at the bottom of the rankings have huge potential to improve, and Satmetrix’s research brings to light the areas of the customer experience where they lag competitors.”