Aside from reputation, what other factor is crucial for trusting a bank? The answer is clear: Customer Satisfaction.
The most effective way to measure this aspect of a business is through the Net Promoter Score (NPS), a methodology that helps understand how customers perceive a brand.
Today, we’ll explore Capital One’s NPS, explain how we calculated its score, and highlight key takeaways to help you improve customer service in your own business.
But first…
What is NPS?
NPS (Net Promoter Score) is a widely used metric across industries to measure customer loyalty and satisfaction levels. It quantifies customer experience with a single question:
“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
Based on responses, the score is calculated using this formula:
NPS = % Promoters (9-10) – % Detractors (0-6)
This provides a measurable indicator of whether your strategies and customer service efforts are effective.
At QuestionPro, we surveyed 1,000 participants to calculate the NPS of various companies and industries. For today’s article, we’ve prepared Capital One’s NPS to help you understand the concept with a real-life example and what major competitors are doing to deliver exceptional experiences. Keep reading if you’re interested in industry-wide insights, competitor comparisons, or more benchmarks!
Why is Knowing Capital One’s NPS Useful?
Understanding the NPS of companies like Capital One is valuable for benchmarking your own score against industry leaders.
Capital One is known for its disruptive and innovative approach in the financial sector, leveraging cutting-edge technology to redefine banking and payment solutions.
If your business operates in a similar space, comparing your NPS to Capital One’s can provide insights into your strengths and areas for improvement. It also helps identify customer service strategies that could elevate your customer satisfaction levels.
What is Capital One’s NPS?
Now that you understand how NPS is calculated and why it matters, let’s get to the key question:
Capital One’s NPS: 53
● Detractors: 12
● Passives: 23
● Promoters: 65
NPS Breakdown
Capital One’s NPS is significantly above the industry average, positioning it as one of the top financial institutions in terms of customer perception and satisfaction.
To fully understand its standing, we also analyze the overall industry average, calculated by surveying key competitors and creating a benchmark for comparison.
These results represent Q1 2025, and QuestionPro updates them quarterly to track industry shifts and trends.
To keep up with the latest NPS benchmarks across industries, download our latest report. It includes insights on major brands and trends shaping customer satisfaction.
How Can You Calculate Your Own NPS?
Calculating your own Net Promoter Score is easier than you think. Start by creating a survey that measures your customers’ perception of your services.
Use QuestionPro Customer Experience
QuestionPro CX is a platform designed for customer satisfaction management. Simply log in or sign up for a free account, then create a new survey.
Add the NPS question:
“On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?”
You can customize the text if needed.
For deeper insights, try our AskWhy feature. It adds an open-ended follow-up question to gather context on scores.
| You might also be interested in: Discover Capital One’s Customer Journey.
Distribute Your Survey
QuestionPro provides multiple distribution channels:
- Email invitations
- Web links (website, email signatures, etc.)
- QR codes for physical locations
- Social media & SMS
One of QuestionPro’s most significant advantages is its powerful data analysis capabilities. Responses are processed automatically, and your NPS is calculated in real-time.
Alternatively, if you collected responses manually, you can use an online NPS calculator to enter responses and determine your score.
At QuestionPro, we help businesses analyze every customer touchpoint to uncover areas for improvement and boost satisfaction.
Want expert guidance? Contact us, and we’ll help you optimize your customer experience strategy!
Capital One isn’t the only company in the banking and credit unions industry with valuable lessons for those looking to improve their customer service and experience. Below, we recommend a few articles where you can learn how other major brands manage to maintain a high NPS and a loyal customer base — you’ll surely find some useful insights along the way.
