{"id":1018403,"date":"2025-03-31T13:20:26","date_gmt":"2025-03-31T20:20:26","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1018403"},"modified":"2026-11-01T23:52:29","modified_gmt":"2026-11-02T06:52:29","slug":"capital-one-nps-and-customer-perception","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/capital-one-nps-and-customer-perception\/","title":{"rendered":"Capital One NPS 2025: Score, Drivers, and Benchmarks"},"content":{"rendered":"\n

Capital One NPS in 2025 sits well above the average score for US banks. That gap matters if you run a financial services brand, because Capital One competes in one of the most benchmarked categories in customer experience.<\/p>\n\n\n\n

In this article, we\u2019ll break down Capital One’s current score, what drives it, and how it stacks up against other major card issuers. We’ll also cover how to calculate and improve your own NPS using the same method.<\/p>\n\n\n\n\n\n

What is Capital One’s NPS in 2025?<\/strong><\/h2>\n\n\n\n

Capital One’s NPS in 2025 is 53, based on a QuestionPro benchmark survey of 1,000 US customers conducted in Q1 2025. That score sits well above the 41 average QuestionPro reports for US banking.<\/p>\n\n\n\n

The breakdown behind that score comes from three response groups.<\/p>\n\n\n\n

\n \n \n <\/circle>\n \n <\/circle>\n \n <\/circle>\n <\/svg>\n
\n NPS<\/span>\n 53<\/span>\n <\/div>\n \n
\n

\u25cf Detractors: 12<\/p>\n

\u25cf Passives: 23<\/p>\n

\u25cf Promoters: 65<\/p>\n <\/div>\n\n

<\/div>\n<\/div>\n\n\n\n
\n \n \n \n \n \n \n \n
Response group<\/th>\n Share of respondents<\/th>\n <\/tr>\n <\/thead>\n
Promoters (score 9 to 10)<\/td>\n 65%<\/td>\n <\/tr>\n
Passives (score 7 to 8)<\/td>\n 23%<\/td>\n <\/tr>\n
Detractors (score 0 to 6)<\/td>\n 12%<\/td>\n <\/tr>\n <\/tbody>\n <\/table>\n<\/div>\n\n\n\n

Subtracting the detractor share from the promoter share gives the final score: 65% minus 12% equals 53. QuestionPro updates its NPS benchmarks<\/a> every quarter, so the exact split can shift slightly as new responses come in.<\/p>\n\n\n\n

What is NPS and how is it calculated?<\/strong><\/h2>\n\n\n\n

Net Promoter Score is a single-question metric that predicts customer loyalty and the likelihood that a customer will recommend a brand to others. It comes from asking customers to rate, on a scale of 0 to 10, how likely they are to recommend a company.<\/p>\n\n\n\n

Each respondent falls into one of three groups based on that rating. Ratings of 9 or 10 make someone a promoter. Customers who answer 7 or 8 are passives. Anyone rating 0 through 6 is a detractor.<\/p>\n\n\n\n

The formula is simple:<\/p>\n\n\n\n

NPS = % Promoters \u2212 % Detractors<\/strong><\/p>\n\n\n\n

Passives are counted toward the total number of respondents but don’t factor directly into the subtraction. The resulting score always falls between negative 100 and positive 100, with anything above 0 generally considered positive and scores above 50, like Capital One’s, considered excellent.<\/p>\n\n\n\n

What’s driving Capital One’s NPS score in 2025?<\/strong><\/h2>\n\n\n\n

Three factors explain most of Capital One’s advantage over the typical bank score.<\/p>\n\n\n\n