Regions Bank was ranked the No. 1 traditional bank in the South region in Net Promoter Score® in the Seventh Annual Loyalty in Retail Banking Survey from Bain & Company.
Comparing the nine largest traditional banks in the region for Net Promotor Score, a measure of customer experience and advocacy, the survey results represent feedback from 142,000 customers in 21 countries and reflect customers’ preferred banking channels, as well as their views on service and convenience.
Regions ranked high in terms of branch interactions and had the third-highest digital interactions compared to peer banks (excluding online banks).
“Our needs-based approach to serving customers is critical to building sustainable franchise value,” said John Owen, Head of the Regional Banking Group for Regions Bank. “These results confirm our commitment to keeping customers’ interest first in all that we do is working and that we are achieving the right results in the right way.”
Bain & Company is one of the most recognized business consulting firms in the world. In this survey, the key focus was to measure customer loyalty, which influences both customer referrals and retention. The survey’s results confirm that customer expectations for digital service and sales continue to rise. You can read the complete survey report here.