NPS Benchmarks for Financial Services
Financial services NPS varies widely between digital-first fintechs and traditional institutions. Trust, transparency, and fee clarity are the primary loyalty drivers. Neobanks and digital-only providers have raised customer expectations across the industry.
NPS Score Distribution
NPS scale: -100 to +100
Score Breakdown
+34
Average Score
+30
Median Score
+10
Bottom Quartile
+48
Top Quartile
+60
Top Performers
Tips to Improve Your NPS
- 1
Be transparent about fees and charges upfront to build trust.
- 2
Invest in mobile app experience, as digital channels increasingly drive satisfaction.
- 3
Provide personalized financial insights to demonstrate ongoing value.
- 4
Reduce friction in common tasks like transfers, payments, and account changes.
- 5
Follow up after major financial events like mortgage closings and investment milestones.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.