Unlocking the key loyalty metrics for banks

Key Insights:

  1. Customer loyalty and advocacy drive sustainable growth, with NPS influencing 20% to 60% of industry growth variations.
  2. In U.S. banking, those leading in NPS excel in revenue and performance but must remain vigilant as rankings can shift rapidly.
  3. Each bank should pinpoint crucial customer interactions — like fund transfers or account openings — that enhance loyalty.
  4. By analyzing NPS data, banks can benchmark against competitors and uncover service gaps worth investing in.

Source: https://www.bain.com/insights/how-banks-can-tease-out-the-loyalty-metrics-that-matter/