20
NPS
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East West Bancorp
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About East West Bancorp's Brand
Brand at a Glance
72%
Customer Loyalty
3.5/5
Product Quality
3.2/5
Pricing
3.6/5
Customer Service
East West Bancorp NPS
East West Bancorp's Net Promoter Score (NPS) is a 20 with 50% Promoters, 20% Passives, and 30% Detractors. Net Promoter Score tracks whether East West Bancorp's customers would recommend using the product based on a scale of -100 to 100.
East West Bancorp Overall NPS
| 50% | Promoters |
|---|---|
| 20% | Passives |
| 30% | Detractors |
East West Bancorp NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2020 100 | Jun 2020 | 100 |
Mar 2021 100 | Mar 2021 | 100 |
Sep 2021 33 | Sep 2021 | 33 |
Oct 2021 50 | Oct 2021 | 50 |
Jun 2022 40 | Jun 2022 | 40 |
Jul 2023 49 | Jul 2023 | 49 |
Sep 2023 29 | Sep 2023 | 29 |
Dec 2023 13 | Dec 2023 | 13 |
Feb 2024 22 | Feb 2024 | 22 |
Sep 2025 20 | Sep 2025 | 20 |
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.
East West Bancorp Customer Loyalty
72%
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.
72% of East West Bancorp 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?"
East West Bancorp Product Quality
3.5/5
East West Bancorp has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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East West Bancorp Product Information
East West Bancorp’s product quality score is a 3.5 out of 5 as rated by its users and customers.
- Website
- http://www.eastwestbank.com
- Company Size
- 1,001-5,000 Employees
East West Bancorp Pricing
East West Bancorp ROI & Value For Money
3.2/5
East West Bancorp has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.
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East West Bancorp Customer Satisfaction (CSAT)
East West Bancorp Customer Satisfaction (CSAT) Score
66 / 100
East West Bancorp has an overall Customer Satisfaction score of 66 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
33%
Satisfied
33%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
17%
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.
East West Bancorp Customer Service
3.6/5
East West Bancorp has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About East West Bancorp's Customer Service
Website
http://www.eastwestbank.com
East West Bancorp as an Employer
4.2/5
East West Bancorp has a 4.2/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
East West Bancorp scored a 20 for Net Promoter Score and a 0 for Employee Net Promoter Score. NPS gauges how likely a customer of East West Bancorp would recommend the brand to a friend. ENPS measures how likely East West Bancorp employees would recommend working at East West Bancorp to a friend.
Net Promoter Score
20
NPS Score
| 50% | Promoters |
|---|---|
| 20% | Passive |
| 30% | Detractors |
Employee Net Promoter Score
0
eNPS Score
| 38% | Promoters |
|---|---|
| 24% | Passive |
| 38% | Detractors |
