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

Company Type: B2C/B2B

Company Size: Large


(29 points )

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National Australia Bank (NAB)'s Net Promoter Score is 15.4 according to the latest available source (Roy Morgan, 2021).

The Net Promoter Score measures the willingness to refer a brand to a friend or colleague. Since the COVID-19 pandemic, there has been a large increase in NPS for the four largest banks in Australia, including National Australia Bank which in the past year alone has improve their score by 29.7 points to a score of 15.4 in April 2021—placing them the highest.

National Australia Bank is one of the four largest financial institutions in Australia in terms of market capitalisation, earnings and customers. NAB was ranked 21st largest bank in the world measured by market capitalisation and 41st largest bank in the world as measured by total assets in 2014, falling to 49th largest in March 2016.

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


Net Promoter Type


Response Rate


Score Updated November 4, 2018



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National Australia Bank News


Update Description

Score Change



National Australia Bank (NAB)'s Net Promoter Score was -11.9 for the six months to February 2013.



National Australia Bank (NAB) achieves a net promoter score of -10 in 2017.


(2 points )


NAB reports a net promoter score of -9 for April 2018.


(1 points )


NAB's "net promoter score - a measure of how likely customers are to recommend the bank - declined from -9 to -14 in the three months to June."


(-5 points )


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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.