Moments of Truth - NPS benchmarking

Customer experience benchmarking for banks and financial services


Companies with better than average NPS scores are more profitable in the long term. The only drawback with NPS is that, like most things, it doesn’t flourish in a vacuum. Without comparison with competitor brands, it rather loses the point.

Moments of Truth, our NPS Benchmarking for financial services brands, runs on a quarterly basis. Our clients can view their customer experience scores in context and understand the factors driving NPS – at both transactional and relationship levels. Our substantial nat-rep annual sample of 30,000 UK customers generates solid benchmarks across each touch-point. Clients can access all results from the programme via a unique personalised reporting portal, allowing them to download presentations, access all project related materials and interrogate the data using sophisticated analysis tools. We include the option for subscribers to place confidential questions in the surveyor supply a customer sample of their own.

We benchmark outcomes on 20+ key customer experiences to develop NPS ratings at brand level. Main product holding relationships are established and NPS is investigated at that level as well. Key Driver Analysis identifies factors influencing NPS outcomes to guide subscribers’ actions.

Our webinar (fill in your details to receive an instant email with the webinar link) shows Moments of Truth benchmarks exploring the impact of machines on branch experience.

Overview of the Moments of Truth NPS Benchmarking programme for 2017

Download: Latest Proposal

Latest blog: Are disabled customers treated fairly by banks and building societies?

For more information email Mark Long or Karen Troubridge.

Client Testimonial

"The breadth of customer experiences covered in the survey is one of its key strengths and being able to benchmark TSB’s performance across these has been extremely valuable for us. Mark and Karen are a pleasure to work with and the debrief sessions are a great opportunity to all get together and discuss the findings from the most recent survey." 

Nicola Hayden, Market Insights, TSB


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