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First Direct and Nationwide threaten competitor’s customer acquisitions with NPS Scores over 30, says GlobalData

June 17, 2019 General No Comments Email Email

First Direct and Nationwide are the only banks to score above 30 in net promoter scores (NPS) across the UK banking market, threatening customer acquisition for competitors, according to GlobalData, a leading data and analytics company.

GlobalData’s 2018 Retail Banking Survey highlights the importance of NPS in supporting customer acquisition.

Oliver Wintle, Banking Analyst at GlobalData comments, “44% of millennials chose their current mortgage provider due to a recommendation from friends and families, while 37% took out their most recent loan for the same reason.”

GlobalData’s 2018 Retail Banking Survey identified three positive sentiments that promoters had in common: being easy to deal with, helpful staff, and trust. The percentage of First Direct and Nationwide customers that agreed with the positive sentiments was higher than other providers in the market.

Wintle continues, “Companies seeking to boost their NPS should focus on removing customer pain points, improving customer service, and building trust with their customer base.”

 

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