First Citizens Bank NPS & Customer Reviews

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First Citizens Bank

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First Citizens Bank

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About First Citizens Bank's Brand

First Citizens Bank helps personal, business, commercial and wealth clients build financial strength that lasts. Among its major competitors, First Citizens Bank is ranked in 3rd place for NPS while PNC is 1st, and Regions Bank is 2nd.

Brand at a Glance

72%

Customer Loyalty

2.8/5

Product Quality

2.9/5

Pricing

2.7/5

Customer Service

First Citizens Bank Ranking

^#2 / 4 of its competitors

First Citizens Bank NPS

First Citizens Bank's Net Promoter Score (NPS) is a -13 with 39% Promoters, 9% Passives, and 52% Detractors. Net Promoter Score tracks whether First Citizens Bank's customers would recommend using the product based on a scale of -100 to 100.

First Citizens Bank Overall NPS

-13

NPS

39%	Promoters
9%	Passives
52%	Detractors

First Citizens Bank NPS Trend

-100

-50

100

Summary	Date	Score
Sep 2024 -17	Sep 2024	-17
Oct 2024 -15	Oct 2024	-15
Nov 2024 -15	Nov 2024	-15
Dec 2024 -15	Dec 2024	-15
Jan 2025 -15	Jan 2025	-15
Feb 2025 -15	Feb 2025	-15
Apr 2025 -14	Apr 2025	-14
May 2025 -14	May 2025	-14
Jun 2025 -12	Jun 2025	-12
Sep 2025 -15	Sep 2025	-15
Oct 2025 -13	Oct 2025	-13
Nov 2025 -15	Nov 2025	-15

How Other Brands Compare

First Citizens Bank is ranked second for NPS among its competitors. PNC and M&T Bank come in first and third, with Capital One coming in at #4.

	First Citizens Bank	PNC	M&T Bank	Capital One
Global Ranking	#-	#693	#-	#-
NPS	-13	4	-31	-41
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	-	Neutral
Valuation Updated every 24 hours for public companies	-	$74.38B	$340.69B	$54.69B

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.

First Citizens Bank NPS by Gender

Male customers rated First Citizens Bank's NPS 14 points higher than Female customers.

Male

-33

First Citizens Bank's NPS was rated -33 by Male customers on Comparably.

28%

Promoters

11%

Passives

61%

Detractors

Female

-47

First Citizens Bank's NPS was rated -47 by Female customers on Comparably.

25%

Promoters

Passives

72%

Detractors

First Citizens Bank NPS by Ethnicity

First Citizens Bank's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -45	Caucasian	-45
African American/Black 0	African American/Black	0
Asian or Pacific Islander -14	Asian or Pacific Islander	-14
Other -50	Other	-50

First Citizens Bank NPS by Age

First Citizens Bank's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 41-45.

100

Summary

Age

Promoters

Passives

Detractors

26-30

50%

36-40

33%

67%

41-45

100%

46-50

40%

60%

51-55

43%

57%

56-60

12%

13%

75%

61-65

92%

66+

27%

67%

First Citizens Bank NPS by Usage

First Citizens Bank's NPS was rated the highest by customers who have used First Citizens Bank's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year -32	Less than 1 Year	-32
1 to 2 Years -15	1 to 2 Years	-15
2 to 5 Years -25	2 to 5 Years	-25
5 to 10 Years -60	5 to 10 Years	-60
Over 10 Years -45	Over 10 Years	-45

First Citizens Bank NPS vs. Competitors

Compared to its competitors, First Citizens Bank's NPS is rated right above Citizens Bank, and is preceded by Regions Bank.

COMPANY		NPS Score
	PNC	4
	KeyCorp	N/A
	Regions Bank	-13
	First Citizens Bank	-13
	Citizens Bank	-24
	Fifth Third Bank	-29
	M&T Bank	-31
	Truist	-36
	Capital One	-41

First Citizens Bank Customer Reviews

Out of the 13 First Citizens Bank customer reviews 5 were positive and 8 were constructive. First Citizens 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

First Citizens Bank 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 First Citizens Bank users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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72%

28%

First Citizens Bank Customer Loyalty Score by Gender

Female customers rated First Citizens Bank's Customer Loyalty score 1% higher than Male customers.

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Male

74%

Yes

Female

75%

Yes

First Citizens Bank Customer Loyalty Score by Ethnicity

First Citizens Bank's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Other customers.

% who answered "Yes"

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out of 100

Caucasian

100

out of 100

African American/Black

out of 100

Asian or Pacific Islander

out of 100

Other

First Citizens Bank Customer Loyalty Score by Age

First Citizens Bank's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 41-45.

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20%

40%

60%

80%

100%

Summary	Age	Score
26-30 70%	26-30	70%
36-40 100%	36-40	100%
41-45 33%	41-45	33%
46-50 82%	46-50	82%
51-55 87%	51-55	87%
56-60 55%	56-60	55%
61-65 63%	61-65	63%
66+ 85%	66+	85%

First Citizens Bank Customer Loyalty Score by Usage

First Citizens Bank's Customer Loyalty score was rated the highest by customers who have used First Citizens Bank's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.

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Less than 1 Year	72%
1 to 2 Years	74%
2 to 5 Years	63%
5 to 10 Years	70%
Over 10 Years	87%

First Citizens Bank Customer Loyalty Score by Industry

First Citizens Bank's Customer Loyalty score was rated the highest by Banking and Financial Services industry customers, and the lowest by Business and Consumer Services industry customers.

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Tech	60%
Accounting	82%
Banking and Financial Services	100%
Business and Consumer Services	55%
Government and Public Policy	100%
Healthcare, Hospitals and Medicine	100%

First Citizens Bank Customer Loyalty vs. Competitors

Compared to its competitors, First Citizens Bank's Customer Loyalty score is rated right above Truist, and is preceded by M&T Bank.

COMPANY		Customer Loyalty Score
	Regions Bank	84%
	Fifth Third Bank	82%
	PNC	81%
	Capital One	79%
	M&T Bank	76%
	First Citizens Bank	72%
	Truist	68%
	Citizens Bank	61%
	KeyCorp	N/A

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First Citizens Bank Product Quality

2.8/5

First Citizens Bank has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.

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First Citizens Bank Product Information

First Citizens Bank’s product quality score is a 2.8 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated First Citizens Bank's product the highest. Reviewers from the Government and Public Policy industry rated First Citizens Bank the lowest at 1.5.

Website: http://www.firstcitizens.com

Company Size: 5,001-10,000 Employees

Industry

Banking and Financial Services

Quick Insights into First Citizens Bank Product Quality

First Citizens Bank's Product Quality score was rated highest by customers from the Healthcare, Hospitals and Medicine industry, and rated lowest by customers from the Government and Public Policy industry.

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Ranked First Citizens Bank Product Quality the Highest

Healthcare, Hospitals and Medicine	5
African American/Black	4.7
26-30	4.5

Ranked First Citizens Bank Product Quality the Lowest

Other	1.6
41-45	1.5
Government and Public Policy	1.5

First Citizens Bank Product Quality Score by Gender

Male customers rated First Citizens Bank's Product Quality score 0.3 stars higher than Female customers.

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Male

2.6/5

Female

2.3/5

First Citizens Bank Product Quality Score by Ethnicity

First Citizens Bank's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.

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Summary	Ethnicity	Score
Caucasian 2.2	Caucasian	2.2
African American/Black 4.7	African American/Black	4.7
Asian or Pacific Islander 3.4	Asian or Pacific Islander	3.4
Other 1.6	Other	1.6

First Citizens Bank Product Quality Score by Age

First Citizens Bank's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 41-45.

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Summary	Age	Score
26-30 4.5	26-30	4.5
36-40 2.9	36-40	2.9
41-45 1.5	41-45	1.5
46-50 1.6	46-50	1.6
51-55 3.3	51-55	3.3
56-60 2	56-60	2
61-65 1.6	61-65	1.6
66+ 2.4	66+	2.4

First Citizens Bank Product Quality Score by Usage

First Citizens Bank's Product Quality score was rated the highest by customers who have used First Citizens Bank's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year	2.7
1 to 2 Years	2.9
2 to 5 Years	2.6
5 to 10 Years	2.3
Over 10 Years	2.2

First Citizens Bank Product Quality Score by Industry

First Citizens Bank's Product Quality score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Government and Public Policy industry customers.

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Tech	2.9
Accounting	3.7
Banking and Financial Services	3.9
Business and Consumer Services	2.7
Government and Public Policy	1.5
Healthcare, Hospitals and Medicine	5

First Citizens Bank Product Quality vs. Competitors

Compared to its competitors, First Citizens Bank's Product Quality score is rated right above Fifth Third Bank, and is preceded by Regions Bank.

COMPANY		Product Quality Score
	Citizens Bank	3.3/5
	PNC	3.1/5
	Regions Bank	2.8/5
	First Citizens Bank	2.8/5
	Fifth Third Bank	2.5/5
	M&T Bank	2.4/5
	Truist	2.3/5
	Capital One	2.3/5
	KeyCorp	N/A

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First Citizens Bank Pricing

First Citizens Bank ROI & Value For Money

2.9/5

First Citizens Bank has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.

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First Citizens 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 Government and Public Policy industry think that they had the lowest ROI from First Citizens Bank.

Quick Insights into First Citizens Bank ROI

First Citizens Bank's ROI score was rated highest by African American/Black customers, and rated lowest by customers ages 61-65.

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Ranked First Citizens Bank ROI the Highest

African American/Black	4.5
26-30	4.3
Banking and Financial Services	3.9

Ranked First Citizens Bank ROI the Lowest

Government and Public Policy	2.1
Other	2
61-65	1.5

First Citizens Bank ROI Score by Gender

Male customers rated First Citizens Bank's ROI score 0.1 stars higher than Female customers.

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Male

2.6/5

Female

2.5/5

First Citizens Bank ROI Score by Ethnicity

First Citizens Bank's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.

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Summary	Ethnicity	Score
Caucasian 2.4	Caucasian	2.4
African American/Black 4.5	African American/Black	4.5
Asian or Pacific Islander 3.2	Asian or Pacific Islander	3.2
Other 2	Other	2

First Citizens Bank ROI Score by Age

First Citizens Bank's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.

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Summary	Age	Score
26-30 4.3	26-30	4.3
36-40 2.4	36-40	2.4
41-45 2	41-45	2
46-50 1.9	46-50	1.9
51-55 3.6	51-55	3.6
56-60 1.9	56-60	1.9
61-65 1.5	61-65	1.5
66+ 2.6	66+	2.6

First Citizens Bank ROI Score by Usage

First Citizens Bank's ROI score was rated the highest by customers who have used First Citizens Bank's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year	2.5
1 to 2 Years	3
2 to 5 Years	2.5
5 to 10 Years	2.7
Over 10 Years	2.3

First Citizens Bank ROI Score by Industry

First Citizens Bank's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Government and Public Policy industry customers.

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Tech	2.7
Accounting	3.7
Banking and Financial Services	3.9
Business and Consumer Services	3
Government and Public Policy	2.1
Healthcare, Hospitals and Medicine	3.6

First Citizens Bank Pricing vs. Competitors

Compared to its competitors, First Citizens Bank's ROI score is rated right above Regions Bank, and is preceded by PNC.

COMPANY		Pricing Score
	Citizens Bank	3.5/5
	PNC	3.1/5
	First Citizens Bank	2.9/5
	Regions Bank	2.8/5
	Fifth Third Bank	2.5/5
	M&T Bank	2.3/5
	Truist	2.3/5
	Capital One	2.1/5
	KeyCorp	N/A

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First Citizens Bank Customer Satisfaction (CSAT)

First Citizens Bank Customer Satisfaction (CSAT) Score

40 / 100

First Citizens Bank has an overall Customer Satisfaction score of 40 rated by its users and customers.

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Very Satisfied	27%
Satisfied	13%
Neither Satisfied nor Dissatisfied	11%
Dissatisfied	13%
Very Dissatisfied	36%

Very Satisfied

27%

Satisfied

13%

Neither Satisfied nor Dissatisfied

11%

Dissatisfied

13%

Very Dissatisfied

36%

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 First Citizens Bank Customer Satisfaction

First Citizens Bank's Customer Satisfaction score was rated highest by customers ages 26-30, and rated lowest by Other customers.

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Ranked First Citizens Bank Customer Satisfaction the Highest

26-30	100%
Accounting	100%
African American/Black	100%

Ranked First Citizens Bank Customer Satisfaction the Lowest

61-65	0%
Government and Public Policy	0%
Other	0%

First Citizens Bank Customer Satisfaction Score by Gender

Male customers rated First Citizens Bank's Customer Satisfaction score 13 points higher than Female customers.

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42 / 100

Male

	Very Satisfied	26%
	Satisfied	16%
	Neither Satisfied nor Dissatisfied	10%
	Dissatisfied	9%
	Very Dissatisfied	39%

29 / 100

Female

	Very Satisfied	18%
	Satisfied	11%
	Neither Satisfied nor Dissatisfied	7%
	Dissatisfied	18%
	Very Dissatisfied	46%

First Citizens Bank Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

First Citizens Bank's Customer Satisfaction (CSAT) score was rated 31% according to Caucasian users and customers.

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31 / 100

Very Satisfied	23%
Satisfied	8%
Neither Satisfied nor Dissatisfied	8%
Dissatisfied	18%
Very Dissatisfied	43%

Very Satisfied

23%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

18%

Very Dissatisfied

43%

CSAT according to African American/Black

First Citizens Bank's Customer Satisfaction (CSAT) score was rated 100% according to African American/Black users and customers.

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100 / 100

Very Satisfied	100%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	0%

Very Satisfied

100%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

CSAT according to Asian or Pacific Islander

First Citizens Bank's Customer Satisfaction (CSAT) score was rated 62% according to Asian or Pacific Islander users and customers.

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62 / 100

Very Satisfied	13%
Satisfied	49%
Neither Satisfied nor Dissatisfied	13%
Dissatisfied	0%
Very Dissatisfied	25%

Very Satisfied

13%

Satisfied

49%

Neither Satisfied nor Dissatisfied

13%

Dissatisfied

Very Dissatisfied

25%

CSAT according to Other

First Citizens Bank's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.

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0 / 100

Very Satisfied	0%
Satisfied	0%
Neither Satisfied nor Dissatisfied	14%
Dissatisfied	0%
Very Dissatisfied	86%

Very Satisfied

Satisfied

Neither Satisfied nor Dissatisfied

14%

Dissatisfied

Very Dissatisfied

86%

First Citizens Bank Customer Satisfaction Score by Age

First Citizens Bank's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.

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100

Breakdown

Age

Score

26-30

100%

36-40

20%

41-45

46-50

25%

51-55

50%

56-60

28%

61-65

66+

47%

First Citizens Bank Customer Satisfaction Score by Usage

First Citizens Bank's Customer Satisfaction score was rated the highest by customers who have used First Citizens Bank's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	46
1 to 2 Years	57
2 to 5 Years	33
5 to 10 Years	16
Over 10 Years	33

First Citizens Bank Customer Satisfaction Score by Industry

First Citizens Bank's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Government and Public Policy industry customers.

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Tech	50
Accounting	100
Banking and Financial Services	83
Government and Public Policy	0

First Citizens Bank Customer Satisfaction vs. Competitors

Compared to its competitors, First Citizens Bank's Customer Satisfaction score is rated right above Fifth Third Bank, and is preceded by Regions Bank.

COMPANY		Customer Satisfaction (CSAT) Score
	Citizens Bank	54%
	PNC	52%
	Regions Bank	48%
	First Citizens Bank	40%
	Fifth Third Bank	39%
	Truist	39%
	M&T Bank	34%
	Capital One	14%
	KeyCorp	0%

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First Citizens Bank Customer Service

2.7/5

First Citizens Bank has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.

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About First Citizens Bank's Customer Service

Address

4300 Six Forks Rd, Raleigh, NC 27609

Website

http://www.firstcitizens.com

Phone Number

+1 919-716-7000

First Citizens Bank's Social Links

Quick Insights into First Citizens Bank Customer Service

First Citizens Bank's Customer Service score was rated highest by customers ages 26-30, and rated lowest by Other customers.

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Ranked First Citizens Bank Customer Service the Highest

26-30	4.3
Banking and Financial Services	3.8
Asian or Pacific Islander	3.4

Ranked First Citizens Bank Customer Service the Lowest

61-65	1.5
Government and Public Policy	1.5
Other	1.5

First Citizens Bank Customer Service Score by Gender

Male customers rated First Citizens Bank's Customer Service score 0.5 stars higher than Female customers.

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Male

2.4/5

Female

1.9/5

First Citizens Bank Customer Service Score by Ethnicity

First Citizens Bank's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 2	Caucasian	2
African American/Black 2.7	African American/Black	2.7
Asian or Pacific Islander 3.4	Asian or Pacific Islander	3.4
Other 1.5	Other	1.5

First Citizens Bank Customer Service Score by Age

First Citizens Bank's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.

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100

Summary	Age	Customer Service Score
26-30 4.3	26-30	4.3
36-40 2.3	36-40	2.3
41-45 1.5	41-45	1.5
46-50 1.9	46-50	1.9
51-55 2.5	51-55	2.5
56-60 1.9	56-60	1.9
61-65 1.5	61-65	1.5
66+ 2	66+	2

First Citizens Bank Customer Service Score by Usage

First Citizens Bank's Customer Service score was rated the highest by customers who have used First Citizens Bank's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year	2.3
1 to 2 Years	2.9
2 to 5 Years	2.4
5 to 10 Years	2
Over 10 Years	1.9

First Citizens Bank Customer Service Score by Industry

First Citizens Bank's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Government and Public Policy industry customers.

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Tech	2.8
Accounting	3
Banking and Financial Services	3.8
Business and Consumer Services	3.1
Government and Public Policy	1.5
Healthcare, Hospitals and Medicine	3.5

First Citizens Bank Customer Service vs. Competitors

Compared to its competitors, First Citizens Bank's Customer Service score is rated right above Fifth Third Bank, and is preceded by Regions Bank.

COMPANY		Customer Service Score
	Citizens Bank	3.7/5
	PNC	3.1/5
	Regions Bank	2.9/5
	First Citizens Bank	2.7/5
	Fifth Third Bank	2.5/5
	Truist	2.3/5
	M&T Bank	2.2/5
	Capital One	2/5
	KeyCorp	N/A

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First Citizens Bank as an Employer

4.5/5

First Citizens Bank has a 4.5/5 stars for its overall company culture rated by their employees

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CEO of First Citizens Bank

Frank Holding, Jr.

In the Top 5% of Similar Sized Companies on Comparably.

Consumer vs. Employees

First Citizens Bank scored a -13 for Net Promoter Score and a 15 for Employee Net Promoter Score. NPS gauges how likely a customer of First Citizens Bank would recommend the brand to a friend. ENPS measures how likely First Citizens Bank employees would recommend working at First Citizens Bank to a friend.

Net Promoter Score

-13

NPS Score

39%	Promoters
9%	Passive
52%	Detractors

Employee Net Promoter Score

eNPS Score

49%	Promoters
17%	Passive
34%	Detractors

Global Ranking Snapshot

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