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Net Promoter News: Oz Banks Ranks, Swedes Stage Survey, eBay Comps Loyalty

Australian Big Banks Lose out to Smaller Lenders

Australia's Broker News carries news of CoreData’s survey of a selection of Net Promoter Scores from Bank Services, with a small bank beating the big boys. In the NPS survey, Banking minnow Members Equity Bank (MEB) scored +61.6.Other banks appeared to be all negative:
  • Westpac –29
  • ANZ –32
  • CBA -40
  • St George –40
  • NAB -60
Our previous coverage of Aussie banks  (mar 2008) here for comparison of last years scores.

Theatre Group's excellent Net Promoter performance

Sweden's Södra Teatern surveyed its audience for the third year running. Their Net Promoter Score (in swedish: Ambassadörsindex) was a standing ovation winning 76%.   Source "Publiken gillar Södra Teatern" here (link moved).

eBay bonus plan includes Net Promoter

AuctionBytes Ina Steiner reports that eBay are focusing on a customer retention strategy, and using Net Promoter to incent behaviour. In eBays new comp plan, executives may lose up to 20 percent of their bonuses if they don't meet customer retention targets. Source: AuctionBytes

Next Up: Net Promoter News: Opinion calibration with NPS, Pain-Relief for Customers

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