Innovative digital experiences and seamless customer support drive consumer loyalty in banking worldwide

NPS Prism® by Bain & Company Launches 2024 Global Banking Benchmarks Report: Unveiling Top Performers in Customer Loyalty Across 22 Countries

NPS Prism Media Contact
Elizabeth Ducoff
Elizabeth.ducoff@Bain.com

NPS Prism, a global leader in customer experience benchmarking, announced today the release of its first-ever Global Banking NPS Report revealing insights into checking and savings products across the world. This report provides a comprehensive look at Net Promoter Score ^SM (NPS), a widely used metric of customer sentiment and loyalty. These benchmarks cover the U.S., Canada, Latin America, EMEA, and Asia-Pacific, spotlighting the banks that are transforming customer experiences and building loyalty.

Key Findings from the 2024 Global Banking Benchmarks Report

• United States: Consumers are increasingly opting for digital channels to manage traditionally branch-heavy processes like fee disputes, with a 15% rise in mobile and online usage since 2022. The shift to digital has led to a 10-point improvement in Digital NPS for banks focusing on omnichannel issue resolution.
• Canada: Newcomers to Canada represent a critical growth opportunity for banks. Offering timely financial advice within the first six months of a customer relationship has proven to be a key differentiator in driving loyalty.
• Latin America: Leaders in checking and savings NPS stand out by offering seamless digital experiences paired with fast, high-resolution customer support. Insurgent digital banks significantly outperform traditional players, particularly in offering financial advice.
• EMEA: In markets like the UK, banks leading in NPS have embraced digitization, transforming ordinary banking interactions into moments of customer delight through innovative, feature-rich platforms. Competitive savings offers have further strengthened customer loyalty.
• Australia: Digital-first banks hold the top positions in the region, delivering swifter, more convenient experiences through in-app features. These banks have achieved superior NPS scores by excelling in first-contact resolution and transparent communication.
• APAC: Southeast Asia's banking leaders are driving advocacy through mobile apps, but human support remains vital for managing emotive and complex journeys, such as onboarding and issue resolution.

Local leaders include:

• Banco de Chile
• Banco de Crédito e Inversiones
• ING
• Itau
• Monzo
• Navy Federal Credit Union
• Nequi
• Nubank
• Revolut
• SNS Bank
• Starling
• Tangerine
• UOB
• USAA
• Vietcombank & more profiled in the new report

“This report reflects the shifts in consumer behavior and the increasing need for banks to adapt to digital-first experiences,” said Anna Krementz, Vice President of Client Success & Business Development, NPS Prism. “By benchmarking performance across regions, the Global Banking Benchmarks Report enables institutions to better understand where they’re winning or losing and why, to make improvements that increase their share of wallet.”

Methodology

NPS Prism's new Global Banking Benchmarks, based on data collected from Q3 2023 to Q2 2024, provide insights into the latest customer preferences in the global banking landscape. Banks can use these findings to refine their strategies and stay competitive in the rapidly evolving digital marketplace. Developed by Bain & Company, the creators of NPS, this report leverages the Net Promoter Score to measure customers' willingness to recommend a company, product, or service on a scale of 0 to 10. Specifically, the report focuses on product NPS (pNPS), which assesses customer satisfaction with a bank’s checking and savings products. For a detailed look at NPS Prism's methodology, visit here.

Access the Full Report

The 2024 Global Banking Benchmarks Report is now available for CX and business leaders. To download a copy, visit https://www.npsprism.com/blog/global-banking-nps-benchmarks-2024

About NPS Prism

Built by Bain, NPS Prism is a customer experience (CX) benchmarking platform that shows where you and your competitors are winning and why. Get clear answers to end debates and improve the customer journeys that matter most. NPS Prism has been adopted across 21 countries and 10+ industries, including Airlines, Automotive, Banking, Grocery, Insurance, Pharmacy, Telecom, Utilities, Video Streaming and more. To learn more visit https://www.npsprism.com/

NPS Prism^® is a registered trademark of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld. Net Promoter Score^SM is a service mark of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.

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