Voice of the Customer


Satmetrix, the leading global provider of cloud-based solutions for managing and improving customer experience, has released its UK Net Promoter Customer Loyalty Benchmark Reports.

The reports rank more than 60 brands across 10 UK sectors, including financial services, insurance, television, mobile and internet providers, identifying which companies consumers do business with.

Factors determining brands’ Net Promoter Score (NPS) include customer views on ease of use, access to support, company reputation, treating customers fairly and value for money, to name just a few. Over 11,000 UK customers were surveyed.

Top 10 Net Promoter Scores across all sectors:
1. First Direct +73
2. Nationwide Building Society +43
3. Freeview +38 / Tesco Mobile +38 (tie)
4. Plusnet +37
5. LV +34 / Hargreaves Lansdown +34 (tie)
6. Santander credit cards +28 / Tesco Bank credit card +28 (tie)
7. Santander banking +27

NPS Leader First Direct’s Customer Services Director, Karen Walker said: “It is fantastic news to be ranked top for customer loyalty across all sectors, especially as the results are based on what our customers say about us.

“I believe the UK Net Promoter score truly reflects how consumers feel, which makes being ranked first out of 60 brands, 30 points clear of second position, all the sweeter.”

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