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HSBC NPS | HSBC Net Promoter Score 2022

Company Type: B2C

Company Size: Large


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HSBC's Net Promoter Score is 7 according to the latest available source (GlobalData, 2018).

HSBC Holdings plc is a British multinational banking and financial services holding company, tracing its origin to a hong in Hong Kong. HSBC is the world's seventh largest bank by total assets and the largest in Europe with total assets of US$2.374 trillion (as of December 2016). HSBC achieved a Net Promoter Score of -24 in ForeSee's 2013 report.

In their 2020 Annual Report HSBC did not mention their NPS score, but noted this about their Net Promoter programme:

"Through a series of surveys, we ensure we are listening to our customers and creating insights at all levels of the relationship. We create more transparency of the customer experience by sharing feedback directly with our customer-facing teams and allowing them to respond directly to those customers to address specific feedback.

Although the roll-out of the full programme was slowed during the Covid-19 outbreak, as we redirected resources to ensure our front-line teams could focus on delivering for our customers, we continue to embed the new ways of working."

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

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Feedback Collection Method



Net Promoter Type


Response Rate


Score Updated April 24, 2013



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Score Change



Market Research Hub (MRH) report finds HSBC's Net Promoter Score (NPS) is lower-than-average. 



Country head of HSBC Australia CRM told the recent Pegaworld 2018 conference that swapping online banking platforms - which Australia did in 2016 - had caused a drop in net promoter scores (NPS) in some countries.



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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.