1 Example Bank Customer Survey Results Net Promoter Score.

1

Example Bank

Customer Survey ResultsNet Promoter Score

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Loyalty

Q: What is a bank’s most significant source of profitable business?

A: Repeat purchases and referrals (Customer Loyalty)

3

Measuring Loyalty

Q: How do you measure loyalty?

A: Ask the “Ultimate Question”

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The Ultimate Question

How likely is it that you would recommend Example

Bank to a friend or colleague?

5

6

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Net Promoter® ConceptHow likely is it that you would recommend Example Bank to a

friend or colleague?

Promoter

PassiveDetractor

Extremely unlikely Neutral

Extremely likely

0 1 2 3 4 5 6 7 8 9 10

Net Promoter® Score = % (minus) %Promoter Detractor

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Example Bank

Customer Survey Results

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Example Bank Customer Survey - Net Promoter®

Answer: 31.0

Question: What is Example Bank’s Net Promoter® Score?

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Example Bank Customer Survey -Net Promoter®

Answer: The average in the US is below 10%. But world class companies are in the 70% and above range.

But the absolute number is less important than the trend and the NPS by segment!

Question: Is 31.0% a good Net Promoter® Score?

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NPS – Example Bank

54% Promoters minus 23% Detractors = 31% NPS

Promoters53.6%

Detractors22.5%

Passives23.9%

Promoters

Detractors

Passives

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NPS – By Type of CustomerPersonal Banking

43% Promoters minus 29% Detractors = 14% NPS

Business Banking

53% Promoters minus 18% Detractors = 35% NPS

Wealth Management

72% Promoters minus 11% Detractors = 61% NPS

Summary

31.00%

14.20%

35.30%

60.70%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

All PersonalBanking

BusinessBanking

WealthManagement

Promoters72%

Detractors11%

Passives17%

Promoters

Detractors

PassivesPromoters

53%

Detractors18%

Passives29%

Promoters

Detractors

Passives

Promoters43%

Detractors29%

Passives28%

Promoters

Detractors

Passives

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Example Bank Personal Banking Categories - Summary

Question: If you have used Example Bank for any of the following services, please evaluate your overall satisfaction that service. Index calculated using the NPS algorithm

45.50%42.10%

60.60%

30.50%

55.00%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

PersonalChecking

PersonalSavings

ConsumerLending

ResidentialLending

OnlineBanking

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NPS – Example Bank Service Categories

Personal Checking

61% Promoters minus 15% Detractors = 46% Index

Promoters60.6%

Detractors15.2%

Passives24.2%

Promoters

Detractors

Passives

Question: If you have used Example Bank for any of the following services, please evaluate your overall satisfaction with that service. Index calculated using the NPS algorithm

Personal Savings

58% Promoters minus 16% Detractors = 42% Index

Promoters57.9%

Detractors15.8%

Passives26.3%

Promoters

Detractors

Passives

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Example Bank Service Categories

Residential Lending

52% Promoters minus 22% Detractors = 30% Index

Promoters52.2%

Detractors21.7%

Passives26.1%

Promoters

Detractors

Passives

Question: If you have used Example Bank for any of the following services, please evaluate your overall satisfaction with that service. Index calculated using the NPS algorithm

Consumer Lending

70% Promoters minus 9% Detractors = 61% Index

Promoters69.7%

Detractors15.2%

Passives15.1%

Promoters

Detractors

Passives

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NPS – Example Bank Service Categories (Cont’d)

Online Banking

70% Promoters minus 15% Detractors = 55% Index

Promoters70.0%

Detractors15.0%

Passives15.0%

Promoters

Detractors

Passives

Question: If you have used Example Bank for any of the following services, please evaluate your overall satisfaction with that service. Index calculated using the NPS algorithm

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Example Bank Business Banking Categories - Summary

Question: If you have used Example Bank for any of the following services, please evaluate your overall satisfaction with that service. Index calculated using the NPS algorithm

82%

63%

11%

26%

60%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

BusinessChecking

BusinessSavings

Commerciallending

BusinessServices

OnlineBanking

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Example Bank Wealth Management Categories - Summary

Question: If you have used Example Bank for any of the following services, please evaluate your overall satisfaction with that service. Index calculated using the NPS algorithm

18%

58%

11%

26%

82%

71%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

FinancialConsulting

PortfolioMgmt.

AdvisoryServices

Family OfficeServices

Trust PrivateBanking

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NPS – By Office Example Bank

31.0%26.7%

63.6%

26.3%

10.0%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

All Office A Office B Office C Office D

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NPS – Example Bank by Office

Office A

53% Promoters minus 26% Detractors = 27% NPS

Office B

64% Promoters minus 0% Detractors = 64% NPS

Office C

52% Promoters minus 26% Detractors = 26% NPS

Office D

40% Promoters minus 30% Detractors = 10% NPS

Promoters53%

Detractors26%

Passives21%

Promoters

Detractors

Passives Promoters64%Detractors

0%

Passives36% Promoters

Detractors

Passives

Promoters52%

Detractors26%

Passives22%

Promoters

Detractors

Passives

Promoters40%

Detractors30%

Passives30%

Promoters

Detractors

Passives

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NPS – Strategic View by Number of Services Utilized

Three or More

80% Promoters minus 7% Detractors = 73% NPS

Two

42% Promoters minus 21% Detractors = 21% NPS

One

49% Promoters minus 30% Detractors = 19% NPS

Promoters80%

Detractors7%

Passives13%

Promoters

Detractors

Passives

Promoters42%

Detractors21%

Passives37% Promoters

Detractors

Passives

Promoters49%

Detractors30%

Passives21%

Promoters

Detractors

Passives

Summary

31.00%

73.30%

21.10% 18.90%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

All Three or More Two One

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Buying Factor Statements Assessment

Please rate your level of agreement with the following statements

Example Bank has outstanding professional and technical personnel.

I have an excellent relationship with my Example Bank Banker

Example Bank provides excellent quality products and services that meet my needs.

Example Bank provides timely and responsive service. Example Bank communicates honestly and openly with me. Example Bank’ fees are appropriate. Example Bank people behave with fairness, integrity, and

professionalism.

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Importance/Assessment Questions Importance:

As you think about the future, please evaluate the importance of the following will be in terms of selecting a bank.

Outstanding professional and technical personnel. Excellent relationship with my personal Banker Quality products and services that meet my needs. Timely and responsive service. Honestly and open communications. Appropriate fees. People who behave with fairness, integrity, and

professionalism.

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Importance/Assessment Summary

As you think about the future, how important do you think the following issues will be over the next five years?

If you have used Example Bank for any of the following services, please evaluate your overall

satisfaction with the quality of work and service.

Importance Assessment

42%

12%

52%

65%

21% 18%

75%

0%10%20%30%40%50%60%70%80%

32%

82%

24%

71%

50%

26%

78%

0%10%20%30%40%50%60%70%80%90%

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Issue Analysis

Assessment

Imp

ort

ance

BehaviorRelationship

Service

Fees

Communications

Products & Services

75%12%

Valuation

Personnel

82%

24%

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Competitive Analysis

 Index Mea

nExample Bank

39.7%8.1

Competitors A, B & C (aggregate)

39.2% 8.2

Please evaluate Example Bank and your other banks (if any) in terms of their overall performance in serving you.

Have you used any banks other

than Example Bank?

Percent

Yes 69.0%

No 31.0%

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Customer Survey - Key Findings

Customer satisfaction is good but the current level is below where a great bank should be

Personal Banking - Satisfaction is highest for Consumer Lending and lowest for Residential Lending

Business Banking - Satisfaction is highest for Business Checking and lowest for Commercial Lending

Wealth Management - Satisfaction is highest for Trust Services and lowest for Advisory Services

Satisfaction varies among offices, with Office A the highest and Office D the lowest

Customers have multiple relationships with Example Bank are more satisfied than those with only one relationship

Based upon importance/assessment analysis, Example Bank needs substantial work on developing customer relationships and customer communications. It is doing well in the important areas of customer service and behavior of Example Bank people

There is a lot of competition, but it is fragmented. Competitors rate about equal to Example Bank

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Customer Centered Strategies

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For InformationFor additional information about Net Promoter® Score and its application for banks, please contact:

Gerald WexelbaumStrategy Support Associates

(561) [email protected]

Net Promoter® is a registered trademark of Satmetrix Systems, Fred Reichheld, and Bain & Company