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Bank of Australia NPS | Bank of Australia Net Promoter Score 2022

Company Type: B2C/B2B

Company Size: Large


(13 points )

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Commonwealth Bank of Australia (CBA)'s Net Promoter Score is 10.4 according the latest available source (Roy Morgan, 2021). CBA saw a 16.3 point increase from 2020.

The Commonwealth Bank of Australia is an Australian multinational bank with businesses across New Zealand, Fiji, Asia, the United States and the United Kingdom. Commonly referred to as the Commonwealth Bank (CBA), it provides a variety of financial services.

Download our annual NPS Benchmarks Report here to compare Bank of Australia to others in the financial services industry.

Net Promoter Type


Response Rate


Score Updated February 15, 2018



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Bank of Australia News


Update Description

Score Change



Commonwealth Bank of Australia (CBA)'s Net Promoter Score was -10.2 for the six months to February 2013.



Commonwealth Bank of Australia (CBA)'s Net Promoter Score was -3 for the six months to February 2017.


(7 points )


"For example, it is able to simulate what impact “nudging” its net promoter score up five points would have on the types of conversations customers would want."



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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 NPS 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.

About Our NPS Benchmarks

CustomerGauge collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.