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Net Promoter Score Benchmarking: Australian Banks

More on benchmarking NPS scores. This from an article in The Age from Australia: "Change is one thing you can bank on". Melbourne Business School research in 2006 found that Australian banks were poor performers in a Net Promoter Score survey:
Australian Bank

NPS

CBA

-54

NAB

-42

Westpac

-39

BankWest

-33

St. George

-30

ANZ

-24

HSBC

-8

Bendigo

+7

For comparison:

BMW

59

Singapore Airlines

39

"Associate Professor Mark Ritson found that nearly all Australian banks all pulled up negative scores. In other words, the banks, unlike most businesses, had a majority of customers that disliked them. For example, almost two-thirds of Commonwealth Bank's customers were detractors. While the bank might comfort itself that it has the biggest mortgage market in Australia, most of its customers would not recommend it. The only bank that pulled up a remotely positive score in Ritson's study was Bendigo, the self-styled community bank, that scored 7."Details on the original Nov 2006 NPS survey here: Mark Ritson - Associate Professor of Marketing

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