-5
NPS
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Eastern Bank
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About Eastern Bank's Brand
Eastern Bank is the largest independent, mutually owned bank in New England and the largest community bank in Massachusetts. Among its major competitors, Eastern Bank is ranked in 7th place for NPS while Enterprise Bancorp is 1st, and NBT Bancorp is 2nd.
Brand at a Glance
82%
Customer Loyalty
3/5
Product Quality
3/5
Pricing
3.1/5
Customer Service
Eastern Bank Ranking
- #3 / 4 of its competitors
Eastern Bank NPS
Eastern Bank's Net Promoter Score (NPS) is a -5 with 40% Promoters, 15% Passives, and 45% Detractors. Net Promoter Score tracks whether Eastern Bank's customers would recommend using the product based on a scale of -100 to 100.
Eastern Bank Overall NPS
| 40% | Promoters |
|---|---|
| 15% | Passives |
| 45% | Detractors |
Eastern Bank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2023 -1 | Jan 2023 | -1 |
May 2023 -3 | May 2023 | -3 |
Jun 2023 0 | Jun 2023 | 0 |
Aug 2023 2 | Aug 2023 | 2 |
Sep 2023 -7 | Sep 2023 | -7 |
Oct 2023 -6 | Oct 2023 | -6 |
Nov 2023 -3 | Nov 2023 | -3 |
Apr 2024 -2 | Apr 2024 | -2 |
Jul 2024 -5 | Jul 2024 | -5 |
Sep 2024 -5 | Sep 2024 | -5 |
Nov 2024 -7 | Nov 2024 | -7 |
Jan 2025 -5 | Jan 2025 | -5 |
How Other Brands Compare
Eastern Bank is ranked third for NPS among its competitors. NBT Bancorp and Bank OZK come in first and second, with Citizens Financial Group coming in at #4.
Eastern Bank |  Bank OZK |  Citizens Financial Group |  NBT Bancorp | |
| Global Ranking | #- | #766 | #- | #- |
| NPS | -5 | 20 | -68 | 67 |
| Valuation Updated every 24 hours for public companies | - | $4.94B | $13.72B | $1.56B |
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.
Eastern Bank NPS by Gender
Female customers rated Eastern Bank's NPS 6 points higher than Male customers.
Male
-34
Eastern Bank's NPS was rated -34 by Male customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Female
-28
Eastern Bank's NPS was rated -28 by Female customers on Comparably.
36%
Promoters
0%
Passives
64%
Detractors
Eastern Bank NPS by Ethnicity
Eastern Bank's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -46 | Caucasian | -46 |
African American/Black 34 | African American/Black | 34 |
Eastern Bank NPS by Age
Eastern Bank's NPS was rated -50 points by customers ages 66+ on Comparably.
Eastern Bank NPS by Usage
Eastern Bank's NPS was rated the highest by customers who have used Eastern Bank's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years -75 | 2 to 5 Years | -75 |
5 to 10 Years 34 | 5 to 10 Years | 34 |
Over 10 Years -34 | Over 10 Years | -34 |
Eastern Bank NPS vs. Competitors
Compared to its competitors, Eastern Bank's NPS is rated right above Citizens Financial Group, and is preceded by Northeast Bank.
| COMPANY | NPS Score | |
|---|---|---|
 | Enterprise Bancorp | 100 |
| NBT Bancorp | 67 |
 | Old Mutual | 64 |
 | Rockland Trust | 40 |
| Bank OZK | 20 |
 | Northeast Bank | 0 |
| Eastern Bank | -5 |
| Citizens Financial Group | -68 |
Eastern Bank Customer Reviews
Out of the 2 Eastern Bank customer reviews 1 was positive and 1 was constructive. Eastern Bank 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
Eastern Bank Customer Loyalty
82%
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.
82% of Eastern Bank users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Eastern Bank Customer Loyalty Score by Gender
Male customers rated Eastern Bank's Customer Loyalty score 13% higher than Female customers.
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Male
100%
Yes
Female
87%
Yes
Eastern Bank Customer Loyalty Score by Ethnicity
Eastern Bank's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Eastern Bank.
92
out of 100
Caucasian
100
out of 100
African American/Black
Eastern Bank Customer Loyalty Score by Age
Eastern Bank's Customer Loyalty score was rated 78% by customers ages 66+ on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
66+ 78% | 66+ | 78% |
Eastern Bank Customer Loyalty Score by Usage
Eastern Bank's Customer Loyalty score was rated 100% by customers who have used Eastern Bank's products/services for 2 to 5 Years, and by customers with Over 10 Years of usage.
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Eastern Bank Customer Loyalty Score by Industry
Eastern Bank's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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Eastern Bank Customer Loyalty vs. Competitors
Compared to its competitors, Eastern Bank's Customer Loyalty score is rated right above Bank OZK, and is preceded by NBT Bancorp.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Enterprise Bancorp | 100% |
| Rockland Trust | 90% |
| Old Mutual | 85% |
| NBT Bancorp | 83% |
| Eastern Bank | 82% |
| Bank OZK | 80% |
| Citizens Financial Group | 71% |
| Northeast Bank | 68% |
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Eastern Bank Product Quality
3/5
Eastern Bank has an overall Product Quality score of 3 out of 5 stars rated by its users and customers.
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Eastern Bank Product Information
Eastern Bank’s product quality score is a 3 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Eastern Bank's product the highest. Reviewers from the Education industry rated Eastern Bank the lowest at 1.5.
- Website
- https://www.easternbank.com
- Company Size
- 5,001-10,000 Employees
Industry
Tech
FinTech
Quick Insights into Eastern Bank Product Quality
Eastern Bank's Product Quality score was rated highest by customers who have used Eastern Bank's products/services for 5 to 10 Years, and rated lowest by customers from the Education industry.
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Ranked Eastern Bank Product Quality the Highest
Ranked Eastern Bank Product Quality the Lowest
Eastern Bank Product Quality Score by Gender
Female customers rated Eastern Bank's Product Quality score 1.2 stars higher than Male customers.
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Male
1.6/5
Female
2.8/5
Eastern Bank Product Quality Score by Ethnicity
Eastern Bank's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
African American/Black 3.1 | African American/Black | 3.1 |
Eastern Bank Product Quality Score by Age
Eastern Bank's Product Quality score was rated 2.1 stars by customers ages 66+ on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 2.1 | 66+ | 2.1 |
Eastern Bank Product Quality Score by Usage
Eastern Bank's Product Quality score was rated the highest by customers who have used Eastern Bank's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Eastern Bank Product Quality Score by Industry
Eastern Bank's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Education industry customers.
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Eastern Bank Product Quality vs. Competitors
Compared to its competitors, Eastern Bank's Product Quality score is rated right above Citizens Financial Group, and is preceded by Northeast Bank.
| COMPANY | Product Quality Score | |
|---|---|---|
| Enterprise Bancorp | 5/5 |
| Old Mutual | 4.1/5 |
| Rockland Trust | 4.1/5 |
| NBT Bancorp | 4/5 |
| Bank OZK | 3.5/5 |
| Northeast Bank | 3.2/5 |
| Eastern Bank | 3/5 |
| Citizens Financial Group | 1.5/5 |
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Eastern Bank Pricing
Eastern Bank ROI & Value For Money
3/5
Eastern Bank has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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Eastern 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 Banking and Financial Services industry. The users from the Education industry think that they had the lowest ROI from Eastern Bank.
Quick Insights into Eastern Bank ROI
Eastern Bank's ROI score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers from the Education industry.
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Ranked Eastern Bank ROI the Highest
Ranked Eastern Bank ROI the Lowest
Eastern Bank ROI Score by Gender
Female customers rated Eastern Bank's ROI score 0.8 stars higher than Male customers.
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Male
1.8/5
Female
2.6/5
Eastern Bank ROI Score by Ethnicity
Eastern Bank's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Eastern Bank.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
African American/Black 3.1 | African American/Black | 3.1 |
Eastern Bank ROI Score by Age
Eastern Bank's ROI score was rated 1.9 stars by customers ages 66+ on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 1.9 | 66+ | 1.9 |
Eastern Bank ROI Score by Usage
Eastern Bank's ROI score was rated the highest by customers who have used Eastern Bank's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Eastern Bank ROI Score by Industry
Eastern Bank's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Education industry customers.
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Eastern Bank Pricing vs. Competitors
Compared to its competitors, Eastern Bank's ROI score is rated right above Citizens Financial Group, and is preceded by Northeast Bank.
| COMPANY | Pricing Score | |
|---|---|---|
| Enterprise Bancorp | 5/5 |
| NBT Bancorp | 3.9/5 |
| Old Mutual | 3.9/5 |
| Rockland Trust | 3.6/5 |
| Bank OZK | 3.4/5 |
| Northeast Bank | 3.4/5 |
| Eastern Bank | 3/5 |
| Citizens Financial Group | 1.7/5 |
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Eastern Bank Customer Satisfaction (CSAT)
Eastern Bank Customer Satisfaction (CSAT) Score
58 / 100
Eastern Bank has an overall Customer Satisfaction score of 58 rated by its users and customers.
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Very Satisfied
35%
Satisfied
23%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
10%
Very Dissatisfied
23%
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 Eastern Bank Customer Satisfaction
Eastern Bank's Customer Satisfaction score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Education industry.
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Ranked Eastern Bank Customer Satisfaction the Highest
Ranked Eastern Bank Customer Satisfaction the Lowest
Eastern Bank Customer Satisfaction Score by Gender
Male customers rated Eastern Bank's Customer Satisfaction score 9 points higher than Female customers.
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67 / 100
MaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 34% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
58 / 100
FemaleVery Satisfied | 41% | |
|---|---|---|
Satisfied | 17% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 25% | |
Very Dissatisfied | 17% |
Eastern Bank Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Eastern Bank's Customer Satisfaction (CSAT) score was rated 55% according to Caucasian users and customers.
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55 / 100
Very Satisfied
36%
Satisfied
19%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
18%
Very Dissatisfied
27%
Eastern Bank Customer Satisfaction Score by Age
Eastern Bank's Customer Satisfaction score was rated 50 points by customers ages 66+ on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 66+ | 50% |
Eastern Bank Customer Satisfaction Score by Usage
Eastern Bank's Customer Satisfaction score was rated the highest by customers who have used Eastern Bank's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Eastern Bank Customer Satisfaction Score by Industry
Eastern Bank's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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}Eastern Bank Customer Satisfaction vs. Competitors
Compared to its competitors, Eastern Bank's Customer Satisfaction score is rated right above Citizens Financial Group, and is preceded by Bank OZK.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Enterprise Bancorp | 100% |
| NBT Bancorp | 100% |
| Old Mutual | 88% |
| Northeast Bank | 67% |
| Rockland Trust | 63% |
| Bank OZK | 58% |
| Eastern Bank | 58% |
| Citizens Financial Group | 18% |
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Eastern Bank Customer Service
3.1/5
Eastern Bank has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
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About Eastern Bank's Customer Service
Address
265 Franklin Street, Boston, MA
Website
https://www.easternbank.com
Phone Number
617-897-1100
Quick Insights into Eastern Bank Customer Service
Eastern Bank's Customer Service score was rated highest by customers who have used Eastern Bank's products/services for 5 to 10 Years, and rated lowest by customers from the Education industry.
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Ranked Eastern Bank Customer Service the Highest
Ranked Eastern Bank Customer Service the Lowest
Eastern Bank Customer Service Score by Gender
Female customers rated Eastern Bank's Customer Service score 0.9 stars higher than Male customers.
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Male
2/5
Female
2.9/5
Eastern Bank Customer Service Score by Ethnicity
Eastern Bank's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
African American/Black 3.3 | African American/Black | 3.3 |
Eastern Bank Customer Service Score by Age
Eastern Bank's Customer Service score was rated 2.4 stars by customers ages 66+ on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
66+ 2.4 | 66+ | 2.4 |
Eastern Bank Customer Service Score by Usage
Eastern Bank's Customer Service score was rated the highest by customers who have used Eastern Bank's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Eastern Bank Customer Service Score by Industry
Eastern Bank's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Education industry customers.
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Eastern Bank Customer Service vs. Competitors
Compared to its competitors, Eastern Bank's Customer Service score is rated right above Citizens Financial Group, and is preceded by Northeast Bank.
| COMPANY | Customer Service Score | |
|---|---|---|
| Enterprise Bancorp | 5/5 |
| Old Mutual | 4.1/5 |
| Rockland Trust | 4/5 |
| NBT Bancorp | 3.9/5 |
| Bank OZK | 3.6/5 |
| Northeast Bank | 3.5/5 |
| Eastern Bank | 3.1/5 |
| Citizens Financial Group | 1.7/5 |
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Eastern Bank as an Employer
4.3/5
Eastern Bank has a 4.3/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Eastern Bank scored a -5 for Net Promoter Score and a -4 for Employee Net Promoter Score. NPS gauges how likely a customer of Eastern Bank would recommend the brand to a friend. ENPS measures how likely Eastern Bank employees would recommend working at Eastern Bank to a friend.
Net Promoter Score
-5
NPS Score
| 40% | Promoters |
|---|---|
| 15% | Passive |
| 45% | Detractors |
Employee Net Promoter Score
-4
eNPS Score
| 44% | Promoters |
|---|---|
| 8% | Passive |
| 48% | Detractors |
