-68
NPS
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Citizens Financial Group
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About Citizens Financial Group's Brand
Citizens Financial Group, Inc. is a financial service provider of retail and commercial banking products and services.
Brand at a Glance
71%
Customer Loyalty
1.5/5
Product Quality
1.7/5
Pricing
1.7/5
Customer Service
Citizens Financial Group CMO
Beth Johnson
Ms. Beth Johnson has been Head of Virtual Channels at Citizens Financial Group, Inc. since October 12, 2017. Ms. Johnson has been Chief Marketing Officer at Citizens Bank, National Association since September 02, 2015 and served as its Head of Consumer Strategy until October 12, 2017. Ms. Johnson has been Chief Marketing Officer and Head of Consumer Strategy at Citizens Financial Group, Inc since May 2015. Ms. Johnson served as the Head of Corporate Strategy at Citizens Financial Group, Inc. from 2013 to May 2015. Ms. Johnson is responsible for partnering with the bank's business leaders to identify, analyze and assess strategies designed to grow the customer base and improve financial performance. She also works closely with Group Strategy and Corporate Finance on plans for CFG to conduct a partial public offering. Prior to joining Citizens Financial Group, Inc. (CFG) in 2013, she was a Senior Leader at Bain & Company Inc. She served as a Partner of Financial Services of Boston at Bain & Company Inc. since August 17, 2006. She joined Boston at Bain & Company's Boston office in 1998. She advised clients on issues such as product and growth strategies, customer targeting, performance improvement, full potential, portfolio strategy and strategic planning. Before joining Bain & Company Inc., she served as an Associate at J.P. Morgan and an Analyst for Goldman Sachs. Ms. Johnson graduated from Northwestern University, earning a B.A. with honors in Mathematical Methods in the Social Sciences and Economics. She received her M.B.A. from the Stanford University.
Citizens Financial Group NPS
Citizens Financial Group's Net Promoter Score (NPS) is a -68 with 14% Promoters, 4% Passives, and 82% Detractors. Net Promoter Score tracks whether Citizens Financial Group's customers would recommend using the product based on a scale of -100 to 100.
Citizens Financial Group Overall NPS
| 14% | Promoters |
|---|---|
| 4% | Passives |
| 82% | Detractors |
Citizens Financial Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2023 -74 | May 2023 | -74 |
Jul 2023 -77 | Jul 2023 | -77 |
Aug 2023 -79 | Aug 2023 | -79 |
Oct 2023 -79 | Oct 2023 | -79 |
Nov 2023 -79 | Nov 2023 | -79 |
Mar 2024 -79 | Mar 2024 | -79 |
Oct 2024 -80 | Oct 2024 | -80 |
Jun 2025 -78 | Jun 2025 | -78 |
Aug 2025 -70 | Aug 2025 | -70 |
Oct 2025 -72 | Oct 2025 | -72 |
Dec 2025 -68 | Dec 2025 | -68 |
Jan 2026 -68 | Jan 2026 | -68 |
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.
Citizens Financial Group NPS by Gender
Male customers rated Citizens Financial Group's NPS 33 points higher than Female customers.
Male
-67
Citizens Financial Group's NPS was rated -67 by Male customers on Comparably.
13%
Promoters
7%
Passives
80%
Detractors
Female
-100
Citizens Financial Group's NPS was rated -100 by Female customers on Comparably.
0%
Promoters
0%
Passives
100%
Detractors
Citizens Financial Group NPS by Ethnicity
Citizens Financial Group'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 |
|---|---|---|
Caucasian -85 | Caucasian | -85 |
African American/Black 34 | African American/Black | 34 |
Asian or Pacific Islander -100 | Asian or Pacific Islander | -100 |
Other -100 | Other | -100 |
Citizens Financial Group NPS by Age
Citizens Financial Group's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Citizens Financial Group NPS by Usage
Citizens Financial Group's NPS was rated the highest by customers who have used Citizens Financial Group'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 -100 | Less than 1 Year | -100 |
1 to 2 Years -100 | 1 to 2 Years | -100 |
2 to 5 Years -20 | 2 to 5 Years | -20 |
5 to 10 Years -100 | 5 to 10 Years | -100 |
Over 10 Years -79 | Over 10 Years | -79 |
Citizens Financial Group Customer Reviews
Out of the 6 Citizens Financial Group customer reviews 1 was positive and 5 were constructive. Citizens Financial Group 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
Citizens Financial Group Customer Loyalty
71%
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.
71% of Citizens Financial Group 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?"
Citizens Financial Group Customer Loyalty Score by Gender
Male customers rated Citizens Financial Group's Customer Loyalty score 12% higher than Female customers.
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Male
82%
Yes
Female
70%
Yes
Citizens Financial Group Customer Loyalty Score by Ethnicity
Citizens Financial Group's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Citizens Financial Group.
74
out of 100
Caucasian
100
out of 100
African American/Black
40
out of 100
Asian or Pacific Islander
64
out of 100
Other
Citizens Financial Group Customer Loyalty Score by Age
Citizens Financial Group's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Citizens Financial Group.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
31-35 64% | 31-35 | 64% |
36-40 70% | 36-40 | 70% |
41-45 70% | 41-45 | 70% |
46-50 78% | 46-50 | 78% |
51-55 82% | 51-55 | 82% |
56-60 55% | 56-60 | 55% |
66+ 78% | 66+ | 78% |
Citizens Financial Group Customer Loyalty Score by Usage
Citizens Financial Group's Customer Loyalty score was rated the highest by customers who have used Citizens Financial Group's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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.
Citizens Financial Group Customer Loyalty Score by Industry
Citizens Financial Group's Customer Loyalty score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Citizens Financial Group Product Quality
1.5/5
Citizens Financial Group has an overall Product Quality score of 1.5 out of 5 stars rated by its users and customers.
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Citizens Financial Group Product Information
Citizens Financial Group’s product quality score is a 1.5 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Citizens Financial Group's product the highest. Reviewers from the Accounting industry rated Citizens Financial Group the lowest at 1.5.
- Company Size
- 10,000+ Employees
Quick Insights into Citizens Financial Group Product Quality
Citizens Financial Group's Product Quality score was rated highest by African American/Black customers, and rated lowest by customers who have used Citizens Financial Group's products/services for Over 10 Years.
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Ranked Citizens Financial Group Product Quality the Highest
Ranked Citizens Financial Group Product Quality the Lowest
Citizens Financial Group Product Quality Score by Gender
Male customers rated Citizens Financial Group's Product Quality score 0.2 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Citizens Financial Group.
Male
1.7/5
Female
1.5/5
Citizens Financial Group Product Quality Score by Ethnicity
Citizens Financial Group's Product Quality 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 Product Quality by Ethnicity data of Citizens Financial Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 3.1 | African American/Black | 3.1 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 1.5 | Other | 1.5 |
Citizens Financial Group Product Quality Score by Age
Citizens Financial Group's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Citizens Financial Group.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 1.5 | 31-35 | 1.5 |
36-40 2 | 36-40 | 2 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Citizens Financial Group Product Quality Score by Usage
Citizens Financial Group's Product Quality score was rated the highest by customers who have used Citizens Financial Group's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Citizens Financial Group Product Quality Score by Industry
Citizens Financial Group's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Citizens Financial Group Pricing
Citizens Financial Group ROI & Value For Money
1.7/5
Citizens Financial Group has a value for money and ROI score of 1.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Citizens Financial Group's overall ROI score rated by its users and customers.
Citizens Financial Group 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 Banking and Financial Services industry. The users from the Accounting industry think that they had the lowest ROI from Citizens Financial Group.
Quick Insights into Citizens Financial Group ROI
Citizens Financial Group's ROI score was rated highest by African American/Black customers, and rated lowest by customers who have used Citizens Financial Group's products/services for Over 10 Years.
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Ranked Citizens Financial Group ROI the Highest
Ranked Citizens Financial Group ROI the Lowest
Citizens Financial Group ROI Score by Gender
Male customers rated Citizens Financial Group's ROI score 0.2 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Citizens Financial Group.
Male
1.7/5
Female
1.5/5
Citizens Financial Group ROI Score by Ethnicity
Citizens Financial Group'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 Citizens Financial Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 1.5 | Other | 1.5 |
Citizens Financial Group ROI Score by Age
Citizens Financial Group's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Citizens Financial Group.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 1.5 | 31-35 | 1.5 |
36-40 2 | 36-40 | 2 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
66+ 1.7 | 66+ | 1.7 |
Citizens Financial Group ROI Score by Usage
Citizens Financial Group's ROI score was rated the highest by customers who have used Citizens Financial Group's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Citizens Financial Group ROI Score by Industry
Citizens Financial Group's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Citizens Financial Group Customer Satisfaction (CSAT)
Citizens Financial Group Customer Satisfaction (CSAT) Score
18 / 100
Citizens Financial Group has an overall Customer Satisfaction score of 18 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
14%
Satisfied
4%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
12%
Very Dissatisfied
66%
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 Citizens Financial Group Customer Satisfaction
Citizens Financial Group's Customer Satisfaction score was rated highest by customers who have used Citizens Financial Group's products/services for 2 to 5 Years, and rated lowest by Asian or Pacific Islander customers.
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Ranked Citizens Financial Group Customer Satisfaction the Highest
Ranked Citizens Financial Group Customer Satisfaction the Lowest
Citizens Financial Group Customer Satisfaction Score by Gender
Male customers rated Citizens Financial Group's Customer Satisfaction score 15 points higher than Female customers.
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21 / 100
MaleVery Satisfied | 21% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 7% | |
Very Dissatisfied | 72% |
6 / 100
FemaleVery Satisfied | 6% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 6% | |
Very Dissatisfied | 82% |
Citizens Financial Group Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Citizens Financial Group's Customer Satisfaction (CSAT) score was rated 9% according to Caucasian users and customers.
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9 / 100
Very Satisfied
9%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
10%
Very Dissatisfied
81%
CSAT according to African American/Black
Citizens Financial Group's Customer Satisfaction (CSAT) score was rated 33% according to African American/Black users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
CSAT according to Asian or Pacific Islander
Citizens Financial Group's Customer Satisfaction (CSAT) score was rated 0% according to Asian or Pacific Islander users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
67%
CSAT according to Other
Citizens Financial Group's Customer Satisfaction (CSAT) score was rated 33% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Citizens Financial Group.
33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
Citizens Financial Group Customer Satisfaction Score by Age
Citizens Financial Group's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Citizens Financial Group.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 31-35 | 0% | |||||||||||||||
| 36-40 | 33% | |||||||||||||||
| 41-45 | 0% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 25% | |||||||||||||||
| 56-60 | 0% | |||||||||||||||
| 66+ | 14% |
Citizens Financial Group Customer Satisfaction Score by Usage
Citizens Financial Group's Customer Satisfaction score was rated the highest by customers who have used Citizens Financial Group's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Citizens Financial Group Customer Satisfaction Score by Industry
Citizens Financial Group's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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}Citizens Financial Group Customer Service
1.7/5
Citizens Financial Group has an overall Customer Service score of 1.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Citizens Financial Group's overall Customer Service score rated by its users and customers.
About Citizens Financial Group's Customer Service
Website
https://www.citizensbank.com/
Quick Insights into Citizens Financial Group Customer Service
Citizens Financial Group's Customer Service score was rated highest by African American/Black customers, and rated lowest by customers who have used Citizens Financial Group's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked Citizens Financial Group's Customer Service score.
Ranked Citizens Financial Group Customer Service the Highest
Ranked Citizens Financial Group Customer Service the Lowest
Citizens Financial Group Customer Service Score by Gender
Male customers rated Citizens Financial Group's Customer Service score 0.3 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Citizens Financial Group.
Male
1.8/5
Female
1.5/5
Citizens Financial Group Customer Service Score by Ethnicity
Citizens Financial Group's Customer Service 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 Customer Service by Ethnicity data of Citizens Financial Group.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 1.5 | Other | 1.5 |
Citizens Financial Group Customer Service Score by Age
Citizens Financial Group's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Citizens Financial Group.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
31-35 1.5 | 31-35 | 1.5 |
36-40 2 | 36-40 | 2 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Citizens Financial Group Customer Service Score by Usage
Citizens Financial Group's Customer Service score was rated the highest by customers who have used Citizens Financial Group's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Citizens Financial Group Customer Service Score by Industry
Citizens Financial Group's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
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Citizens Financial Group as an Employer
2.4/5
Citizens Financial Group has a 2.4/5 stars for its overall company culture rated by their employees
bottom
15%
CEO of Citizens Financial Group
In the Bottom 15% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Citizens Financial Group scored a -68 for Net Promoter Score and a -47 for Employee Net Promoter Score. NPS gauges how likely a customer of Citizens Financial Group would recommend the brand to a friend. ENPS measures how likely Citizens Financial Group employees would recommend working at Citizens Financial Group to a friend.
Net Promoter Score
-68
NPS Score
| 14% | Promoters |
|---|---|
| 4% | Passive |
| 82% | Detractors |
Employee Net Promoter Score
-47
eNPS Score
| 20% | Promoters |
|---|---|
| 13% | Passive |
| 67% | Detractors |
