NPS in the banking industry is the score a bank or credit union earns by asking customers how likely they are to recommend it, then subtracting the share of unhappy respondents from the share of loyal ones.<\/p>\n\n\n\n
Net Promoter Score (NPS):<\/strong> a customer loyalty metric scored from -100 to 100, calculated by subtracting the percentage of detractors from the percentage of promoters.<\/p>\n\n\n\n Banks ask a single question: “How likely are you to recommend [Bank X] to a friend or colleague?” Customers respond on a scale from 0 to 10.<\/p>\n\n\n\n Responses sort into three groups:<\/p>\n\n\n\n NPS equals the percentage of promoters minus the percentage of detractors. A bank where every customer is a promoter scores 100. One where every customer is a detractor scores -100. Most banks land somewhere in between, and where they land has shifted sharply over the past year.<\/p>\n\n\n\n Net Promoter Score<\/a> as a methodology works the same way across every industry. What changes is the benchmark banks are expected to hit.<\/p>\n\n\n\n A good NPS score for a bank in 2026 is above 30, but the sector average has dropped well below that line for the first time in the benchmark’s history.<\/p>\n\n\n\n The table below tracks the industry average over the past year.<\/p>\n\n\n\n\n
What’s a good NPS score for banks in 2026?<\/strong><\/h2>\n\n\n\n
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