HSBC's Net Promoter Score is 7 according to the latest available source (GlobalData, 2018).
HSBC Holdings plc is a British multinational banking and financial services holding company, tracing its origin to a hong in Hong Kong. HSBC is the world's seventh largest bank by total assets and the largest in Europe with total assets of US$2.374 trillion (as of December 2016). HSBC achieved a Net Promoter Score of -24 in ForeSee's 2013 report.
In their 2020 Annual Report HSBC did not mention their NPS score, but noted this about their Net Promoter programme:
"Through a series of surveys, we ensure we are listening to our customers and creating insights at all levels of the relationship. We create more transparency of the customer experience by sharing feedback directly with our customer-facing teams and allowing them to respond directly to those customers to address specific feedback.
Although the roll-out of the full programme was slowed during the Covid-19 outbreak, as we redirected resources to ensure our front-line teams could focus on delivering for our customers, we continue to embed the new ways of working."
Download our annual NPS Benchmarks Report here to compare HSBC to others in the financial services industry.
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Score Updated April 24, 2013
Date
Update Description
Score Change
Link
02/04/18
Market Research Hub (MRH) report finds HSBC's Net Promoter Score (NPS) is lower-than-average.
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07/05/18
Country head of HSBC Australia CRM told the recent Pegaworld 2018 conference that swapping online banking platforms - which Australia did in 2016 - had caused a drop in net promoter scores (NPS) in some countries.
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CustomerGauge was voted the #1 NPS platform for B2B organizations by Gartner for three years running. We not only help you measure and understand your customer's voice, we've built a tailored methodology that drives real revenue results despite the complexity of B2B customer relationships.
NPS BENCHMARKS REPORT
We've written a complete guide to "What is Net Promoter?" here. In short, Net Promoter is a system designed to create sustainable, healthy growth through retention, upsell and referrals. Learning how to calculate NPS is your first step to understanding the mechanism of NPS clearly.
What is a good Net Promoter Score varies greatly between industries. There's a number of ways to compare your score—but ultimately, who knows if other companies are tracking their score according to best practice? Or if they're manipulation their results? For that reason, your best benchmark of success is your own NPS score in previous years.
CustomerGauge NPS Benchmarks 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.
