{"id":1023453,"date":"2025-05-19T03:43:27","date_gmt":"2025-05-19T10:43:27","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1023453"},"modified":"2025-10-07T02:27:33","modified_gmt":"2025-10-07T09:27:33","slug":"wells-fargo-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/wells-fargo-nps\/","title":{"rendered":"Wells Fargo NPS 2025: What Businesses Can Learn"},"content":{"rendered":"\n<p><strong>How do you know if you&#8217;re offering a service that stands out from your competitors?<\/strong> When this question comes into play, that&#8217;s where <strong>Net Promoter Score (NPS)<\/strong> appears as the best tool to keep track of your metrics related to the level of satisfaction your users are experiencing.<\/p>\n\n\n\n<p>This metric uncovers how customers truly feel, beyond PR statements and ad campaigns, so knowing it is usually very important to understand the impact that your initiatives are having on your overall strategy. Therefore, in today&#8217;s article, we\u2019ll break down <strong>Wells Fargo NPS<\/strong> score, compare it to the industry average, and share key insights into what\u2019s driving satisfaction\u2014and dissatisfaction\u2014in banking today.<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Let&#8217;s start with the basics\u2026 What is NPS?<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">NPS (Net Promoter Score)<\/a> is a trusted measure of customer loyalty. It&#8217;s so widely used by so many companies that it has become the standard for understanding satisfaction levels.<\/p>\n\n\n\n<p>It all starts with a simple question:<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>\u201cOn a scale of 0\u201310, how likely are you to recommend us to a friend or colleague?\u201d<\/strong><\/p>\n\n\n\n<p>Participants can respond by selecting a number within the scale of 0 to 10, where 10 is the maximum level of satisfaction. Based on their responses, participants are usually:<\/p>\n\n\n\n<ul>\n<li><strong>Detractors (0\u20136):<\/strong> Disappointed and likely to leave negative feedback.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul>\n<li><strong>Passives (7\u20138):<\/strong> Neutral. Not unhappy, but not singing your praises either.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul>\n<li><strong>Promoters (9\u201310):<\/strong> Loyal fans who boost your brand with word-of-mouth or by sharing their opinions with you in a kind way to keep improving.<\/li>\n<\/ul>\n\n\n\n<p>Formula:<\/p>\n\n\n\n<p><strong>NPS = % Promoters &#8211; % Detractors<\/strong><\/p>\n\n\n\n<p>For this study, QuestionPro surveyed 1,000 individuals across the Banking and Financial Services industry to find out what perception users have of the main industries and companies, to establish NPS benchmarks for 2025.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why Does Wells Fargo&#8217;s NPS Matter?<\/strong><\/h2>\n\n\n\n<p>Wells Fargo is no small player. As the second-largest U.S. bank in deposits and a global financial heavyweight, its customer reputation has real implications.<\/p>\n\n\n\n<p>The bank is making strides in digital transformation. With <strong>Wells Fargo Vantage\u2120<\/strong>, it offers a scalable, business-focused banking platform. And behind the scenes, its global IT and cybersecurity teams are focused on a unified mission: enabling safe, 24\/7 access across digital, ATM, and branch channels.<\/p>\n\n\n\n<p>But not everything shines. Customer reviews on platforms like Trustpilot flag serious concerns\u2014<strong>lack of transparency, long waits, and poor service resolution<\/strong>. These pain points are more than anecdotes\u2014they\u2019re visible in the data.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is Wells Fargo NPS Score?<\/strong><\/h2>\n\n\n\n<p><strong>Answer: 30<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2124\" height=\"1576\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/wells-fargo-nps-performance-1.jpg\" alt=\"wells-fargo-nps-performance\" class=\"wp-image-1044273\"\/><\/figure>\n\n\n\n<p>Wells Fargo NPS of <strong>30 <\/strong>falls <strong>below <\/strong>the <strong>industry average of 41<\/strong>, placing it as the banking institution with the worst score in the study on <a href=\"https:\/\/www.questionpro.com\/blog\/nps-benchmarks\/\">Benchmarking NPS<\/a> and CSAT by industry and brands in the USA, by QuestionPro, revealing that customer satisfaction is an area with room for growth.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Industry Benchmarking: How Does Wells Fargo Compare?<\/strong><\/h2>\n\n\n\n<p>Across the <strong>Banking and Financial Services<\/strong> industry, the average NPS is <strong>41<\/strong>. That means, on average, banks are seeing more customer goodwill and fewer issues dragging down their scores.<\/p>\n\n\n\n<p>Take <strong><a href=\"https:\/\/www.questionpro.com\/blog\/jp-morgan-chase-and-co-nps-score\/\">JPMorgan Chase<\/a><\/strong>, for example. It\u2019s been rolling out features like <strong>Chase Travel<\/strong>, <strong>Wealth Plan<\/strong>, and <strong>credit score tools<\/strong>\u2014and customers are responding positively. Their NPS stands at <strong>41<\/strong>, exactly matching the industry benchmark.<\/p>\n\n\n\n<p>By contrast, <strong>Wells Fargo trails by 11 points<\/strong>. That\u2019s not catastrophic, but in a competitive market where switching banks is easier than ever, there is a noticeable gap.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">So what\u2019s the takeaway?<\/h4>\n\n\n\n<ul>\n<li>Wells Fargo is innovating, especially with digital banking tools like Vantage.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>But <strong>customer sentiment lags behind<\/strong>, likely due to ongoing concerns about service and transparency.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\"><img loading=\"lazy\" decoding=\"async\" width=\"966\" height=\"1228\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/03\/image.jpeg\" alt=\"NPS bank industry Full report\" class=\"wp-image-1018474\"\/><\/a><\/figure>\n\n\n\n<p>These insights are based on QuestionPro\u2019s most recent study, where <strong>1,000 participants were surveyed<\/strong> to measure the NPS across different companies and industries. The report represents genuine user feedback from <strong>Q1 2025<\/strong> and is updated every quarter.<\/p>\n\n\n\n<script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js.hsforms.net\/forms\/embed\/v2.js\"><\/script>\r\n<script>\r\n  hbspt.forms.create({\r\n    portalId: \"354042\",\r\n    formId: \"97089348-d87e-4534-925c-f0c1319bcc9c\",\r\n    region: \"na1\"\r\n  });\r\n<\/script>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to Calculate Your NPS?<\/strong><\/h2>\n\n\n\n<p>Curious about your own organization\u2019s standing? That\u2019s a great starting point; the good news is that calculating it is quite simple. Here are some easy steps to achieve it:<\/p>\n\n\n\n<ol>\n<li><strong>Create a Survey:<\/strong> Use QuestionPro\u2019s ready-to-launch <a href=\"https:\/\/www.questionpro.com\/survey-templates\/net-promoter-score-nps-survey\/\">NPS survey template<\/a>.<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<ol start=\"2\">\n<li><strong>Ask the Right Question: <\/strong>\u201cHow likely are you to recommend us?\u201d<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<ol start=\"3\">\n<li><strong>Dig Deeper with <a href=\"https:\/\/www.questionpro.com\/askwhy\/\">AskWhy<\/a>\u2122: <\/strong>Understand what drives satisfaction or frustration.<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<ol start=\"4\">\n<li><strong>Distribute Easily: <\/strong>Email, embed on your site, share via <a href=\"https:\/\/www.questionpro.com\/features\/distributed-via-QRcodes.html\">QR<\/a> or social. You can also use <a href=\"https:\/\/www.questionpro.com\/audience\/\">QuestionPro Audience<\/a> to target specific groups, helping you reach the right respondents for more accurate insights.<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<ol start=\"5\">\n<li><strong>Analyze with Confidence: <\/strong>Get instant dashboards, segmentation, and trends.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ready to Improve Your NPS?<\/strong><\/h2>\n\n\n\n<p>Want to see how your business stacks up?<\/p>\n\n\n\n<p><strong>Download our 2025 Industry Benchmarks Report<\/strong> and discover where you shine\u2014and where to focus. This study will be updated every quarter, offering you relevant and valuable information to keep learning from industry leaders&#8217; good and bad practices.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\" style=\"border-radius:35px;background:linear-gradient(135deg,rgb(255,160,3) 0%,rgb(255,105,0) 100%)\"><strong><strong>Download the NPS Benchmark Report Now<\/strong><\/strong><\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>Need expert help? <strong><a href=\"https:\/\/www.questionpro.com\/cx\/\">Talk to a QuestionPro Consultant<\/a><\/strong> and turn customer feedback into growth.<\/p>\n\n\n\n<p><\/p>\n\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/1023453&amp;lang=en&amp;cat=customer-effort-score|cx-2|nps\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<p><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Wells Fargo<\/strong> isn\u2019t the only company in the banking industry &amp; financial services 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 \u2014 you\u2019ll surely find some useful insights along the way.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1124\" height=\"673\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/04\/bank-of-america-nps.jpg\" alt=\"Bank of America NPS\" class=\"wp-image-1019323\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/bank-of-america-nps\/\">Bank of America\u2019s NPS &amp; Customer Perception 2025<\/a><\/h5>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"992\" height=\"594\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/03\/Capital-One-NPS.jpg\" alt=\"Capital One NPS and Customer Reviews\" class=\"wp-image-1018419\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/capital-one-nps-and-customer-perception\/\">Capital One NPS and Customer Perception in 2025<\/a><\/h5>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"992\" height=\"594\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/04\/jpmorgan-and-chase-nps.jpg\" alt=\"jpmorgan-and-chase-nps\" class=\"wp-image-1018590\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/jp-morgan-chase-and-co-nps-score\/\">JP Morgan Chase &amp; Co NPS Score: How Loyal Are Their Customers?<\/a><\/h5>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>How do you know if you&#8217;re offering a service that stands out from your competitors? When this question comes into [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":1044257,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[992,170,303],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Wells Fargo NPS 2025: What Businesses Can Learn | QuestionPro<\/title>\n<meta name=\"description\" content=\"Explore Wells Fargo NPS score and industry benchmarks. Use these insights to better understand customer loyalty and improve your own strategy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/wells-fargo-nps\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Wells Fargo NPS 2025: What Businesses Can Learn | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Explore Wells Fargo NPS score and industry benchmarks. Use these insights to better understand customer loyalty and improve your own strategy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/wells-fargo-nps\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2025-05-19T10:43:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-07T09:27:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/05\/wells-fargo-nps-2025-2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2100\" \/>\n\t<meta property=\"og:image:height\" content=\"1254\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Anas Al Masud\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Anas Al Masud\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/wells-fargo-nps\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/wells-fargo-nps\/\"},\"author\":{\"name\":\"Anas Al Masud\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/9eea0e42df379be31b78fff9d6d0ade3\"},\"headline\":\"Wells Fargo NPS 2025: What Businesses Can Learn\",\"datePublished\":\"2025-05-19T10:43:27+00:00\",\"dateModified\":\"2025-10-07T09:27:33+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/wells-fargo-nps\/\"},\"wordCount\":885,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"Customer effort score\",\"CX\",\"NPS\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/wells-fargo-nps\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/wells-fargo-nps\/\",\"name\":\"Wells Fargo NPS 2025: What Businesses Can Learn | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2025-05-19T10:43:27+00:00\",\"dateModified\":\"2025-10-07T09:27:33+00:00\",\"description\":\"Explore Wells Fargo NPS score and industry benchmarks. 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