-28
NPS
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Bank of Nova Scotia
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About Bank of Nova Scotia's Brand
Scotiabank is a leading multinational financial services provider and Canada's most international bank.
Brand at a Glance
75%
Customer Loyalty
2.5/5
Product Quality
2.3/5
Pricing
2.2/5
Customer Service
Bank of Nova Scotia CMO
John W. Doig
Mr. John W. Doig has been Chief Marketing Officer and Executive Vice-President at The Bank of Nova Scotia since December 01, 2015. Mr. Doig is the Chief Executive Officer of SCENE. He served as Senior Vice President of Marketing at the Bank of Nova Scotia since November 28, 2006. He joined the ScotiaBank in 1998 and has held progressively senior positions in wealth management, marketing and retail banking. He held the positions of Regional Senior Vice President, Toronto Region, Retail banking; Senior Vice President, Marketing, Canada; Managing Director & Head, Scotia Private Client Group, Canada; and Managing Director of International Brokerage. Mr. Doig serves as a Board Member of the Toronto Board Of Trade and Toronto Ronald McDonald House. He sits on the board of Hot Docs and the board of the Prince's Canadian Responsible Business Network. He attended the University of Toronto, the University of Western Ontario and the Richard Ivey School of Business in the Executive Management Program.
Bank of Nova Scotia NPS
Bank of Nova Scotia 's Net Promoter Score (NPS) is a -28 with 30% Promoters, 12% Passives, and 58% Detractors. Net Promoter Score tracks whether Bank of Nova Scotia 's customers would recommend using the product based on a scale of -100 to 100.
Bank of Nova Scotia Overall NPS
| 30% | Promoters |
|---|---|
| 12% | Passives |
| 58% | Detractors |
Bank of Nova Scotia NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2024 -23 | May 2024 | -23 |
Jun 2024 -22 | Jun 2024 | -22 |
Jul 2024 -24 | Jul 2024 | -24 |
Nov 2024 -24 | Nov 2024 | -24 |
Dec 2024 -26 | Dec 2024 | -26 |
Jan 2025 -25 | Jan 2025 | -25 |
May 2025 -25 | May 2025 | -25 |
Jul 2025 -25 | Jul 2025 | -25 |
Sep 2025 -25 | Sep 2025 | -25 |
Nov 2025 -27 | Nov 2025 | -27 |
Dec 2025 -28 | Dec 2025 | -28 |
Jan 2026 -30 | Jan 2026 | -30 |
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.
Bank of Nova Scotia NPS by Gender
Male customers rated Bank of Nova Scotia 's NPS 4 points higher than Female customers.
Male
-63
Bank of Nova Scotia 's NPS was rated -63 by Male customers on Comparably.
15%
Promoters
7%
Passives
78%
Detractors
Female
-67
Bank of Nova Scotia 's NPS was rated -67 by Female customers on Comparably.
0%
Promoters
33%
Passives
67%
Detractors
Bank of Nova Scotia NPS by Ethnicity
Bank of Nova Scotia 's NPS was rated -68 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -68 | Caucasian | -68 |
Bank of Nova Scotia NPS by Age
Bank of Nova Scotia 's NPS was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Bank of Nova Scotia NPS by Usage
Bank of Nova Scotia 's NPS was rated -61 points by customers who have used Bank of Nova Scotia 's products/services for Over 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years -61 | Over 10 Years | -61 |
Bank of Nova Scotia Customer Reviews
Out of the 17 Bank of Nova Scotia customer reviews 5 were positive and 12 were constructive. Bank of Nova Scotia customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Bank of Nova Scotia Customer Loyalty
75%
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.
75% of Bank of Nova Scotia users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Bank of Nova Scotia Customer Loyalty Score by Gender
Male customers rated Bank of Nova Scotia 's Customer Loyalty score 23% higher than Female customers.
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Male
83%
Yes
Female
60%
Yes
Bank of Nova Scotia Customer Loyalty Score by Ethnicity
Bank of Nova Scotia 's Customer Loyalty score was rated 82% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Bank of Nova Scotia .
82
out of 100
Caucasian
Bank of Nova Scotia Customer Loyalty Score by Age
Bank of Nova Scotia 's Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Bank of Nova Scotia .
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
61-65 70% | 61-65 | 70% |
66+ 75% | 66+ | 75% |
Bank of Nova Scotia Customer Loyalty Score by Usage
Bank of Nova Scotia 's Customer Loyalty score was rated 87% by customers who have used Bank of Nova Scotia 's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Bank of Nova Scotia Product Quality
2.5/5
Bank of Nova Scotia has an overall Product Quality score of 2.5 out of 5 stars rated by its users and customers.
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Bank of Nova Scotia Product Information
Bank of Nova Scotia ’s product quality score is a 2.5 out of 5 as rated by its users and customers.
Quick Insights into Bank of Nova Scotia Product Quality
Bank of Nova Scotia 's Product Quality score was rated highest by Female customers, and rated lowest by customers ages 61-65.
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Ranked Bank of Nova Scotia Product Quality the Highest
Ranked Bank of Nova Scotia Product Quality the Lowest
Bank of Nova Scotia Product Quality Score by Gender
Female customers rated Bank of Nova Scotia 's Product Quality score 0.3 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Bank of Nova Scotia .
Male
2/5
Female
2.3/5
Bank of Nova Scotia Product Quality Score by Ethnicity
Bank of Nova Scotia 's Product Quality score was rated 1.8 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Bank of Nova Scotia .
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.8 | Caucasian | 1.8 |
Bank of Nova Scotia Product Quality Score by Age
Bank of Nova Scotia 's Product Quality score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Bank of Nova Scotia .
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
61-65 1.6 | 61-65 | 1.6 |
66+ 2.2 | 66+ | 2.2 |
Bank of Nova Scotia Product Quality Score by Usage
Bank of Nova Scotia 's Product Quality score was rated 2.1 stars by customers who have used Bank of Nova Scotia 's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Bank of Nova Scotia Pricing
Bank of Nova Scotia ROI & Value For Money
2.3/5
Bank of Nova Scotia has a value for money and ROI score of 2.3 out of 5 stars rated by its users and customers.
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Quick Insights into Bank of Nova Scotia ROI
Bank of Nova Scotia 's ROI score was rated highest by Female customers, and rated lowest by customers ages 61-65.
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Ranked Bank of Nova Scotia ROI the Highest
Ranked Bank of Nova Scotia ROI the Lowest
Bank of Nova Scotia ROI Score by Gender
Female customers rated Bank of Nova Scotia 's ROI score 0.5 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Bank of Nova Scotia .
Male
1.8/5
Female
2.3/5
Bank of Nova Scotia ROI Score by Ethnicity
Bank of Nova Scotia 's ROI score was rated 1.8 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Bank of Nova Scotia .
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.8 | Caucasian | 1.8 |
Bank of Nova Scotia ROI Score by Age
Bank of Nova Scotia 's ROI score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Bank of Nova Scotia .
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
61-65 1.5 | 61-65 | 1.5 |
66+ 2.2 | 66+ | 2.2 |
Bank of Nova Scotia ROI Score by Usage
Bank of Nova Scotia 's ROI score was rated 2 stars by customers who have used Bank of Nova Scotia 's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Bank of Nova Scotia Customer Satisfaction (CSAT)
Bank of Nova Scotia Customer Satisfaction (CSAT) Score
37 / 100
Bank of Nova Scotia has an overall Customer Satisfaction score of 37 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
15%
Satisfied
22%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
14%
Very Dissatisfied
40%
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 Bank of Nova Scotia Customer Satisfaction
Bank of Nova Scotia 's Customer Satisfaction score was rated highest by Female customers, and rated lowest by customers ages 61-65.
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Ranked Bank of Nova Scotia Customer Satisfaction the Highest
Ranked Bank of Nova Scotia Customer Satisfaction the Lowest
Bank of Nova Scotia Customer Satisfaction Score by Gender
Female customers rated Bank of Nova Scotia 's Customer Satisfaction score 5 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Bank of Nova Scotia .
20 / 100
MaleVery Satisfied | 8% | |
|---|---|---|
Satisfied | 12% | |
Neither Satisfied nor Dissatisfied | 16% | |
Dissatisfied | 20% | |
Very Dissatisfied | 44% |
25 / 100
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 25% | |
Very Dissatisfied | 50% |
Bank of Nova Scotia Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Bank of Nova Scotia's Customer Satisfaction (CSAT) score was rated 14% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Bank of Nova Scotia .
14 / 100
Very Satisfied
4%
Satisfied
10%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
26%
Very Dissatisfied
43%
Bank of Nova Scotia Customer Satisfaction Score by Age
Bank of Nova Scotia 's Customer Satisfaction score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Bank of Nova Scotia .
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 61-65 | 0% | |||||||||||||||
| 66+ | 24% |
Bank of Nova Scotia Customer Satisfaction Score by Usage
Bank of Nova Scotia 's Customer Satisfaction score was rated 20 points by customers who have used Bank of Nova Scotia 's products/services for Over 10 Years.
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Bank of Nova Scotia Customer Service
2.2/5
Bank of Nova Scotia has an overall Customer Service score of 2.2 out of 5 stars rated by its users and customers.
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About Bank of Nova Scotia 's Customer Service
Address
40 King Street West, Suite 1500, Ontario,
Website
http://www.scotiabank.com/gls/en/index.html#about
Quick Insights into Bank of Nova Scotia Customer Service
Bank of Nova Scotia 's Customer Service score was rated highest by customers ages 66+, and rated lowest by customers ages 61-65.
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Ranked Bank of Nova Scotia Customer Service the Highest
Ranked Bank of Nova Scotia Customer Service the Lowest
Bank of Nova Scotia Customer Service Score by Gender
Bank of Nova Scotia 's Customer Service score was rated 1.8 by both Female and Male customers on Comparably.
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Male
1.8/5
Female
1.8/5
Bank of Nova Scotia Customer Service Score by Ethnicity
Bank of Nova Scotia 's Customer Service score was rated 1.7 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Bank of Nova Scotia .
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40
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100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.7 | Caucasian | 1.7 |
Bank of Nova Scotia Customer Service Score by Age
Bank of Nova Scotia 's Customer Service score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Bank of Nova Scotia .
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
61-65 1.5 | 61-65 | 1.5 |
66+ 1.9 | 66+ | 1.9 |
Bank of Nova Scotia Customer Service Score by Usage
Bank of Nova Scotia 's Customer Service score was rated 1.8 stars by customers who have used Bank of Nova Scotia 's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Bank of Nova Scotia as an Employer
3.1/5
Bank of Nova Scotia has a 3.1/5 stars for its overall company culture rated by their employees
bottom
35%
Consumer vs. Employees
Bank of Nova Scotia scored a -28 for Net Promoter Score and a 13 for Employee Net Promoter Score. NPS gauges how likely a customer of Bank of Nova Scotia would recommend the brand to a friend. ENPS measures how likely Bank of Nova Scotia employees would recommend working at Bank of Nova Scotia to a friend.
Net Promoter Score
-28
NPS Score
| 30% | Promoters |
|---|---|
| 12% | Passive |
| 58% | Detractors |
Employee Net Promoter Score
13
eNPS Score
| 48% | Promoters |
|---|---|
| 17% | Passive |
| 35% | Detractors |
