NPS Benchmarks 2026
Financial services NPS varies widely between digital-first fintech companies and traditional banks. Trust, transparency, and ease of use are the primary drivers. Fintech disruptors have raised the bar for customer experience across the industry.
44
Good
71
Top 25% score
14
Bottom 25% score
Showing average NPS scores. Higher is better. Scale: -100 to 100.
Digital-first financial services companies score 25-35 points higher than traditional banks, driven by superior mobile experiences and lower fees.
Fee transparency is the largest NPS driver in financial services. Companies with clear, simple fee structures score 20+ points higher than those with complex pricing.
Fraud protection and quick dispute resolution are critical NPS factors. Customers who experience fast fraud resolution often become stronger promoters than those who never had issues.
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See how your financial services business stacks up against these benchmarks. Use our free NPS calculator to compute your score instantly.
Try the NPS CalculatorA good NPS score for financial services is anything above the industry average of 44. This puts you ahead of most competitors and indicates a healthy level of customer satisfaction. Scores in the top quartile (71+) are considered excellent and suggest strong customer loyalty that drives organic growth through referrals.
Keep in mind that NPS varies significantly within financial services depending on company size, market segment, and geography. The most meaningful benchmark is your own trend over time. A company consistently improving its NPS is in a stronger position than one with a high but declining score.
Improving NPS in the financial services industry starts with understanding what drives satisfaction for your specific customers. Here are actionable strategies:
A good NPS for financial services is above 44, the industry average. Scores above 55 are excellent. Credit unions and digital banks tend to score higher (50-70) than traditional large banks (30-45). USAA consistently leads the industry with scores above 70.
Fintech companies typically offer simpler fee structures, better mobile apps, faster onboarding, and more transparent pricing. They also tend to target younger, more tech-savvy customers who value convenience and digital experience over branch access.
Invest in mobile banking experience, simplify fee structures, reduce friction in common transactions, empower frontline staff to resolve issues quickly, and personalize communications. Many banks have improved scores by 20+ points through digital transformation initiatives.
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