35
NPS
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Access Bank
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About Access Bank's Brand
Provider of international banking services in Nigeria.
Brand at a Glance
93%
Customer Loyalty
4.3/5
Product Quality
3.9/5
Pricing
4.1/5
Customer Service
Access Bank NPS
Access Bank's Net Promoter Score (NPS) is a 35 with 57% Promoters, 21% Passives, and 22% Detractors. Net Promoter Score tracks whether Access Bank's customers would recommend using the product based on a scale of -100 to 100.
Access Bank Overall NPS
| 57% | Promoters |
|---|---|
| 21% | Passives |
| 22% | Detractors |
Access Bank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2024 36 | Dec 2024 | 36 |
Jan 2025 36 | Jan 2025 | 36 |
Feb 2025 36 | Feb 2025 | 36 |
Mar 2025 35 | Mar 2025 | 35 |
Apr 2025 35 | Apr 2025 | 35 |
Jun 2025 37 | Jun 2025 | 37 |
Jul 2025 35 | Jul 2025 | 35 |
Aug 2025 35 | Aug 2025 | 35 |
Sep 2025 35 | Sep 2025 | 35 |
Oct 2025 37 | Oct 2025 | 37 |
Nov 2025 35 | Nov 2025 | 35 |
Jan 2026 35 | Jan 2026 | 35 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Access Bank NPS by Gender
Male customers rated Access Bank's NPS 18 points higher than Female customers.
Male
58
Access Bank's NPS was rated 58 by Male customers on Comparably.
73%
Promoters
12%
Passives
15%
Detractors
Female
40
Access Bank's NPS was rated 40 by Female customers on Comparably.
60%
Promoters
20%
Passives
20%
Detractors
Access Bank NPS by Ethnicity
Access Bank's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 55 | African American/Black | 55 |
Other 35 | Other | 35 |
Access Bank NPS by Age
Access Bank's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
Access Bank NPS by Usage
Access Bank's NPS was rated the highest by customers who have used Access Bank's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -25 | Less than 1 Year | -25 |
1 to 2 Years 31 | 1 to 2 Years | 31 |
2 to 5 Years 60 | 2 to 5 Years | 60 |
5 to 10 Years 54 | 5 to 10 Years | 54 |
Over 10 Years 55 | Over 10 Years | 55 |
Access Bank Customer Reviews
Out of the 28 Access Bank customer reviews 26 were positive and 2 were constructive. Access Bank customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Access Bank Customer Loyalty
93%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
93% of Access Bank users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Access Bank Customer Loyalty Score by Gender
Male customers rated Access Bank's Customer Loyalty score 6% higher than Female customers.
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Male
95%
Yes
Female
89%
Yes
Access Bank Customer Loyalty Score by Ethnicity
Access Bank's Customer Loyalty score was rated the highest by Other customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Access Bank.
88
out of 100
African American/Black
97
out of 100
Other
Access Bank Customer Loyalty Score by Age
Access Bank's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 87% | 18-25 | 87% |
26-30 97% | 26-30 | 97% |
31-35 90% | 31-35 | 90% |
36-40 100% | 36-40 | 100% |
Access Bank Customer Loyalty Score by Usage
Access Bank's Customer Loyalty score was rated the highest by customers who have used Access Bank's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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Access Bank Customer Loyalty Score by Industry
Access Bank's Customer Loyalty score was rated the highest by Arts and Entertainment industry customers, and the lowest by Tech industry customers.
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Access Bank Product Quality
4.3/5
Access Bank has an overall Product Quality score of 4.3 out of 5 stars rated by its users and customers.
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Access Bank Product Information
Access Bank’s product quality score is a 4.3 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Access Bank's product the highest. Reviewers from the Tech industry rated Access Bank the lowest at 4.3.
- Website
- www.accessbankplc.com
- Company Size
- 1,001-5,000 Employees
Quick Insights into Access Bank Product Quality
Access Bank's Product Quality score was rated highest by customers ages 26-30, and rated lowest by customers ages 31-35.
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Ranked Access Bank Product Quality the Highest
Ranked Access Bank Product Quality the Lowest
Access Bank Product Quality Score by Gender
Male customers rated Access Bank's Product Quality score 0.3 stars higher than Female customers.
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Male
4.5/5
Female
4.2/5
Access Bank Product Quality Score by Ethnicity
Access Bank's Product Quality score was rated 4.3 stars by both African American/Black and Other customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 4.3 | African American/Black | 4.3 |
Other 4.3 | Other | 4.3 |
Access Bank Product Quality Score by Age
Access Bank's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Access Bank.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 4.6 | 26-30 | 4.6 |
31-35 4 | 31-35 | 4 |
36-40 4.2 | 36-40 | 4.2 |
Access Bank Product Quality Score by Usage
Access Bank's Product Quality score was rated the highest by customers who have used Access Bank's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Access Bank Product Quality Score by Industry
Access Bank's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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Access Bank Pricing
Access Bank ROI & Value For Money
3.9/5
Access Bank has a value for money and ROI score of 3.9 out of 5 stars rated by its users and customers.
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Access Bank Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Arts and Entertainment industry. The users from the Business and Consumer Services industry think that they had the lowest ROI from Access Bank.
Quick Insights into Access Bank ROI
Access Bank's ROI score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by customers ages 31-35.
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Ranked Access Bank ROI the Highest
Ranked Access Bank ROI the Lowest
Access Bank ROI Score by Gender
Male customers rated Access Bank's ROI score 0.4 stars higher than Female customers.
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Male
4.2/5
Female
3.8/5
Access Bank ROI Score by Ethnicity
Access Bank's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Access Bank.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 4.1 | African American/Black | 4.1 |
Other 3.7 | Other | 3.7 |
Access Bank ROI Score by Age
Access Bank's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Access Bank.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 4.2 | 26-30 | 4.2 |
31-35 3.4 | 31-35 | 3.4 |
36-40 3.7 | 36-40 | 3.7 |
Access Bank ROI Score by Usage
Access Bank's ROI score was rated the highest by customers who have used Access Bank's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Access Bank ROI Score by Industry
Access Bank's ROI score was rated the highest by Arts and Entertainment industry customers, and the lowest by Business and Consumer Services industry customers.
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Access Bank Customer Satisfaction (CSAT)
Access Bank Customer Satisfaction (CSAT) Score
95 / 100
Access Bank has an overall Customer Satisfaction score of 95 rated by its users and customers.
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Very Satisfied
46%
Satisfied
49%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
1%
Very Dissatisfied
0%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Access Bank Customer Satisfaction
Access Bank's Customer Satisfaction score was rated highest by customers ages 36-40, and rated lowest by customers from the Banking and Financial Services industry.
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Ranked Access Bank Customer Satisfaction the Highest
Ranked Access Bank Customer Satisfaction the Lowest
Access Bank Customer Satisfaction Score by Gender
Male customers rated Access Bank's Customer Satisfaction score 1 points higher than Female customers.
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97 / 100
MaleVery Satisfied | 47% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
96 / 100
FemaleVery Satisfied | 45% | |
|---|---|---|
Satisfied | 51% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Access Bank Customer Satisfaction Score by Ethnicity
CSAT according to African American/Black
Access Bank's Customer Satisfaction (CSAT) score was rated 94% according to African American/Black users and customers.
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94 / 100
Very Satisfied
51%
Satisfied
43%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Access Bank's Customer Satisfaction (CSAT) score was rated 100% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Access Bank.
100 / 100
Very Satisfied
35%
Satisfied
65%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Access Bank Customer Satisfaction Score by Age
Access Bank's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 98% | |||||||||||||||
| 26-30 | 96% | |||||||||||||||
| 31-35 | 89% | |||||||||||||||
| 36-40 | 100% |
Access Bank Customer Satisfaction Score by Usage
Access Bank's Customer Satisfaction score was rated the highest by customers who have used Access Bank's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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Access Bank Customer Satisfaction Score by Industry
Access Bank's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Banking and Financial Services industry customers.
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{
"title": "Access Bank Customer Satisfaction Score by Industry",
"text": "Access Bank's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Banking and Financial Services industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Access Bank's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Accounting",
"groupId": 495,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Access Bank's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Access Bank's Customer Satisfaction score is rated by Arts and Entertainment customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 86,
"stars": 0,
"csatScore": 86,
"text": "Access Bank's Customer Satisfaction score is rated by Banking and Financial Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 86
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Access Bank's Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Education",
"groupId": 515,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Access Bank's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
}
]
}Access Bank Customer Service
4.1/5
Access Bank has an overall Customer Service score of 4.1 out of 5 stars rated by its users and customers.
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About Access Bank's Customer Service
Address
Plot 999C, Danmole Street, Lagos, Faroe Islands
Website
www.accessbankplc.com
Phone Number
7
Quick Insights into Access Bank Customer Service
Access Bank's Customer Service score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by customers who have used Access Bank's products/services for Less than 1 Year.
Sign Up to unlock insights into how customers have ranked Access Bank's Customer Service score.
Ranked Access Bank Customer Service the Highest
Ranked Access Bank Customer Service the Lowest
Access Bank Customer Service Score by Gender
Male customers rated Access Bank's Customer Service score 0.3 stars higher than Female customers.
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Male
4.4/5
Female
4.1/5
Access Bank Customer Service Score by Ethnicity
Access Bank's Customer Service score was rated 4.2 stars by both African American/Black and Other customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Access Bank.
0
20
40
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100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
African American/Black 4.2 | African American/Black | 4.2 |
Other 4.2 | Other | 4.2 |
Access Bank Customer Service Score by Age
Access Bank's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Access Bank.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4.5 | 26-30 | 4.5 |
31-35 4.1 | 31-35 | 4.1 |
36-40 4.1 | 36-40 | 4.1 |
Access Bank Customer Service Score by Usage
Access Bank's Customer Service score was rated the highest by customers who have used Access Bank's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Access Bank Customer Service Score by Industry
Access Bank's Customer Service score was rated the highest by Arts and Entertainment industry customers, and the lowest by Tech industry customers.
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Access Bank as an Employer
4.6/5
Access Bank has a 4.6/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Access Bank scored a 35 for Net Promoter Score and a 39 for Employee Net Promoter Score. NPS gauges how likely a customer of Access Bank would recommend the brand to a friend. ENPS measures how likely Access Bank employees would recommend working at Access Bank to a friend.
Net Promoter Score
35
NPS Score
| 57% | Promoters |
|---|---|
| 21% | Passive |
| 22% | Detractors |
Employee Net Promoter Score
39
eNPS Score
| 60% | Promoters |
|---|---|
| 19% | Passive |
| 21% | Detractors |
