First Merchants NPS & Customer Reviews

Learn More about Brand Intelligence Solutions

Find out what hundreds of thousands of customers are saying about your brand, your competitors and others in the industry

Thank you for inquiring about Comparably's Brand Intelligence Solutions

A member from Comparably's team member will be reaching out shortly to set up a time to speak about our Brand Intelligence Solutions

Brand Page

First Merchants

Marketing or Exec? Claim Your Free Account

First Merchants

Rate this Brand

About First Merchants' Brand

For consumers and businesses and all customers, First Merchants Bank delivers uniquely attentive service across a broad range of financial services. As a community bank with a strong positive reputation, we approach all customer relationships with a genuine “helping you prosper” service approach. Among its major competitors, First Merchants is ranked in 3rd place for NPS while Centier Bank is 1st, and JPMorgan Chase & Co is 2nd.

Brand at a Glance

100%

Customer Loyalty

3.5/5

Product Quality

3.2/5

Pricing

3.4/5

Customer Service

First Merchants Ranking

^#2 / 4 of its competitors

First Merchants NPS

First Merchants's Net Promoter Score (NPS) is a 11 with 49% Promoters, 13% Passives, and 38% Detractors. Net Promoter Score tracks whether First Merchants's customers would recommend using the product based on a scale of -100 to 100.

First Merchants Overall NPS

NPS

49%	Promoters
13%	Passives
38%	Detractors

First Merchants NPS Trend

-100

-50

100

Summary	Date	Score
Sep 2021 0	Sep 2021	0
Feb 2022 50	Feb 2022	50
Jun 2022 66	Jun 2022	66
Oct 2022 49	Oct 2022	49
Jun 2023 29	Jun 2023	29
Mar 2025 13	Mar 2025	13

How Other Brands Compare

First Merchants is ranked second for NPS among its competitors. JPMorgan Chase & Co and PNC come in first and third, with U.S. Bank coming in at #4.

	First Merchants	JPMorgan Chase & Co	PNC	U.S. Bank
Global Ranking	#-	#72	#693	#-
NPS	11	31	4	-8
Social Sentiment Calculated by analyzing social media and other online mentions	-	-	Neutral	Neutral
Valuation Updated every 24 hours for public companies	-	$451.20B	$74.38B	$83.89B

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 Merchants NPS by Gender

First Merchants's NPS was rated -50 by Male customers on Comparably.

Male

-50

First Merchants's NPS was rated -50 by Male customers on Comparably.

25%

Promoters

Passives

75%

Detractors

Female

N/A

First Merchants's NPS is not yet rated by Female customers.

Promoters

Passives

Detractors

First Merchants NPS by Ethnicity

First Merchants's NPS was rated 20 points by Caucasian customers on Comparably.

-100

-50

100

Summary	Ethnicity	Score
Caucasian 20	Caucasian	20

First Merchants NPS by Age

First Merchants's NPS was rated 34 points by customers ages 61-65 on Comparably.

100

Summary

Age

Promoters

Passives

Detractors

61-65

67%

33%

First Merchants NPS by Usage

First Merchants's NPS was rated 50 points by customers who have used First Merchants's products/services for Over 10 Years.

-100

-50

100

Summary	Usage	Score
Over 10 Years 50	Over 10 Years	50

First Merchants NPS vs. Competitors

Compared to its competitors, First Merchants's NPS is rated right above PNC, and is preceded by JPMorgan Chase & Co.

COMPANY		NPS Score
	Centier Bank	50
	JPMorgan Chase & Co	31
	First Merchants	11
	PNC	4
	Huntington National Bank	-3
	U.S. Bank	-8
	Regions Bank	-13
	BMO Harris Bank	-22
	Fifth Third Bank	-29
	Old National Bank	-86

First Merchants Customer Loyalty

100%

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.

100% of First Merchants 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?"

100

100%

First Merchants Customer Loyalty Score by Gender

First Merchants's Customer Loyalty score was rated 100 by Male customers on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of First Merchants.

Male

100%

Yes

Female

N/A

Yes

First Merchants Customer Loyalty Score by Ethnicity

First Merchants's Customer Loyalty score was rated 100% by Caucasian customers on Comparably.

% who answered "Yes"

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of First Merchants.

100

out of 100

Caucasian

First Merchants Customer Loyalty Score by Age

First Merchants's Customer Loyalty score was rated 100% by customers ages 61-65 on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of First Merchants.

20%

40%

60%

80%

100%

Summary	Age	Score
61-65 100%	61-65	100%

First Merchants Customer Loyalty Score by Usage

First Merchants's Customer Loyalty score was rated 100% by customers who have used First Merchants'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.

Over 10 Years	100%

First Merchants Customer Loyalty vs. Competitors

Compared to its competitors, First Merchants's Customer Loyalty score is rated right above Regions Bank.

COMPANY		Customer Loyalty Score
	First Merchants	100%
	Regions Bank	84%
	JPMorgan Chase & Co	83%
	Huntington National Bank	83%
	Fifth Third Bank	82%
	PNC	81%
	Old National Bank	79%
	U.S. Bank	78%
	BMO Harris Bank	78%
	Centier Bank	74%

Unlock First Merchants Customer Loyalty vs. Competitors Data

Sign Up for Brand Profile PRO to get the full First Merchants Customer Loyalty vs. Competitors data and gain insights into your customers today.

First Merchants Product Quality

3.5/5

First Merchants has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.

Sign Up to unlock First Merchants' overall Product Quality score rated by its users and customers.

First Merchants Product Information

First Merchants’s product quality score is a 3.5 out of 5 as rated by its users and customers.

Website: https://www.firstmerchants.com/

Company Size: 1,001-5,000 Employees

Industry

Banking and Financial Services

Quick Insights into First Merchants Product Quality

First Merchants's Product Quality score was rated highest by customers who have used First Merchants's products/services for Over 10 Years.

Sign Up to unlock insights into how customers have ranked First Merchants' Product Quality.

Ranked First Merchants Product Quality the Highest

Over 10 Years	4.1
61-65	3.8
Caucasian	3.6

First Merchants Product Quality Score by Gender

First Merchants's Product Quality score was rated 2.1 by Male customers on Comparably.

Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of First Merchants.

Male

2.1/5

Female

N/A

First Merchants Product Quality Score by Ethnicity

First Merchants's Product Quality score was rated 3.6 stars by Caucasian customers on Comparably.

Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of First Merchants.

Summary	Ethnicity	Score
Caucasian 3.6	Caucasian	3.6

First Merchants Product Quality Score by Age

First Merchants's Product Quality score was rated 3.8 stars by customers ages 61-65 on Comparably.

Sign Up for Brand Profile PRO to get the full Product Quality by Age data of First Merchants.

Summary	Age	Score
61-65 3.8	61-65	3.8

First Merchants Product Quality Score by Usage

First Merchants's Product Quality score was rated 4.1 stars by customers who have used First Merchants's products/services for Over 10 Years.

Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.

Over 10 Years	4.1

First Merchants Product Quality vs. Competitors

Compared to its competitors, First Merchants's Product Quality score is rated right above PNC, and is preceded by Centier Bank.

COMPANY		Product Quality Score
	JPMorgan Chase & Co	4/5
	Centier Bank	3.5/5
	First Merchants	3.5/5
	PNC	3.1/5
	Huntington National Bank	3/5
	U.S. Bank	2.8/5
	Regions Bank	2.8/5
	Fifth Third Bank	2.5/5
	BMO Harris Bank	2.5/5
	Old National Bank	2.4/5

Unlock First Merchants Product Quality vs. Competitors Data

Sign Up for Brand Profile PRO to get the full First Merchants Product Quality vs. Competitors data and gain insights into your customers today.

First Merchants Pricing

First Merchants ROI & Value For Money

3.2/5

First Merchants has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.

Sign Up to unlock First Merchants' overall ROI score rated by its users and customers.

Quick Insights into First Merchants ROI

First Merchants's ROI score was rated highest by customers who have used First Merchants's products/services for Over 10 Years.

Sign Up to unlock insights into how customers have ranked First Merchants' ROI score.

Ranked First Merchants ROI the Highest

Over 10 Years	4.1
61-65	3.8
Caucasian	3.6

First Merchants ROI Score by Gender

First Merchants's ROI score was rated 2.1 by Male customers on Comparably.

Sign Up for Brand Profile PRO to get the full ROI by Gender data of First Merchants.

Male

2.1/5

Female

N/A

First Merchants ROI Score by Ethnicity

First Merchants's ROI score was rated 3.6 stars by Caucasian customers on Comparably.

Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of First Merchants.

Summary	Ethnicity	Score
Caucasian 3.6	Caucasian	3.6

First Merchants ROI Score by Age

First Merchants's ROI score was rated 3.8 stars by customers ages 61-65 on Comparably.

Sign Up for Brand Profile PRO to get the full ROI by Age data of First Merchants.

Summary	Age	Score
61-65 3.8	61-65	3.8

First Merchants ROI Score by Usage

First Merchants's ROI score was rated 4.1 stars by customers who have used First Merchants's products/services for Over 10 Years.

Sign Up for Brand Profile PRO to get the full ROI by Usage data.

Over 10 Years	4.1

First Merchants Pricing vs. Competitors

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

COMPANY		Pricing Score
	JPMorgan Chase & Co	3.9/5
	Centier Bank	3.7/5
	First Merchants	3.2/5
	PNC	3.1/5
	Huntington National Bank	3/5
	U.S. Bank	2.8/5
	Regions Bank	2.8/5
	BMO Harris Bank	2.5/5
	Fifth Third Bank	2.5/5
	Old National Bank	2.4/5

Unlock First Merchants ROI vs. Competitors Data

Sign Up for Brand Profile PRO to get the full First Merchants ROI vs. Competitors data and gain insights into your customers today.

First Merchants Customer Satisfaction (CSAT)

First Merchants Customer Satisfaction (CSAT) Score

63 / 100

First Merchants has an overall Customer Satisfaction score of 63 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	63%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	13%
Very Dissatisfied	24%

Very Satisfied

63%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

13%

Very Dissatisfied

24%

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 Merchants Customer Satisfaction

First Merchants's Customer Satisfaction score was rated highest by customers who have used First Merchants's products/services for Over 10 Years.

Sign Up to unlock insights into how customers have ranked First Merchants' Customer Satisfaction.

Ranked First Merchants Customer Satisfaction the Highest

Over 10 Years	75%
61-65	67%
Caucasian	60%

First Merchants Customer Satisfaction Score by Gender

First Merchants's Customer Satisfaction score was rated 25 by Male customers on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of First Merchants.

25 / 100

Male

	Very Satisfied	25%
	Satisfied	0%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	25%
	Very Dissatisfied	50%

First Merchants Customer Satisfaction Score by Ethnicity

Caucasian
60%

CSAT according to Caucasian

First Merchants' Customer Satisfaction (CSAT) score was rated 60% according to Caucasian users and customers.

Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of First Merchants.

60 / 100

Very Satisfied	60%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	20%
Very Dissatisfied	20%

Very Satisfied

60%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

20%

Very Dissatisfied

20%

First Merchants Customer Satisfaction Score by Age

First Merchants's Customer Satisfaction score was rated 67 points by customers ages 61-65 on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of First Merchants.

100

Breakdown

Age

Score

61-65

67%

First Merchants Customer Satisfaction Score by Usage

First Merchants's Customer Satisfaction score was rated 75 points by customers who have used First Merchants's products/services for Over 10 Years.

Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.

Over 10 Years	75

First Merchants Customer Satisfaction vs. Competitors

Compared to its competitors, First Merchants's Customer Satisfaction score is rated right above PNC, and is preceded by Centier Bank.

COMPANY		Customer Satisfaction (CSAT) Score
	JPMorgan Chase & Co	77%
	Centier Bank	64%
	First Merchants	63%
	PNC	52%
	U.S. Bank	52%
	Huntington National Bank	48%
	Regions Bank	48%
	Fifth Third Bank	39%
	BMO Harris Bank	35%
	Old National Bank	29%

Unlock First Merchants Customer Satisfaction vs. Competitors Data

Sign Up for Brand Profile PRO to get the full First Merchants Customer Satisfaction vs. Competitors data and gain insights into your customers today.

First Merchants Customer Service

3.4/5

First Merchants has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.

Sign Up to unlock First Merchants' overall Customer Service score rated by its users and customers.

About First Merchants's Customer Service

Address

200 E Jackson St, Muncie, IN 47305

Website

https://www.firstmerchants.com/

Phone Number

765-747-1500

First Merchants's Social Links

Quick Insights into First Merchants Customer Service

First Merchants's Customer Service score was rated highest by customers ages 61-65.

Sign Up to unlock insights into how customers have ranked First Merchants' Customer Service score.

Ranked First Merchants Customer Service the Highest

61-65	4.1
Over 10 Years	4
Caucasian	3.7

First Merchants Customer Service Score by Gender

First Merchants's Customer Service score was rated 2.2 by Male customers on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of First Merchants.

Male

2.2/5

Female

N/A

First Merchants Customer Service Score by Ethnicity

First Merchants's Customer Service score was rated 3.7 stars by Caucasian customers on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of First Merchants.

100

Summary	Ethnicity	Customer Service Score
Caucasian 3.7	Caucasian	3.7

First Merchants Customer Service Score by Age

First Merchants's Customer Service score was rated 4.1 stars by customers ages 61-65 on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Service by Age data of First Merchants.

100

Summary	Age	Customer Service Score
61-65 4.1	61-65	4.1

First Merchants Customer Service Score by Usage

First Merchants's Customer Service score was rated 4 stars by customers who have used First Merchants's products/services for Over 10 Years.

Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.

Over 10 Years	4

First Merchants Customer Service vs. Competitors

Compared to its competitors, First Merchants's Customer Service score is rated right above PNC, and is preceded by Centier Bank.

COMPANY		Customer Service Score
	JPMorgan Chase & Co	4/5
	Centier Bank	3.7/5
	First Merchants	3.4/5
	PNC	3.1/5
	Huntington National Bank	3/5
	U.S. Bank	2.9/5
	Regions Bank	2.9/5
	Fifth Third Bank	2.5/5
	BMO Harris Bank	2.4/5
	Old National Bank	2.3/5

Unlock First Merchants Customer Service vs. Competitors Data

Sign Up for Brand Profile PRO to get the full First Merchants Customer Service vs. Competitors data and gain insights into your customers today.

First Merchants as an Employer

4.5/5

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

top

CEO of First Merchants

Mark K Hardwick

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

Consumer vs. Employees

First Merchants scored a 11 for Net Promoter Score and a 23 for Employee Net Promoter Score. NPS gauges how likely a customer of First Merchants would recommend the brand to a friend. ENPS measures how likely First Merchants employees would recommend working at First Merchants to a friend.

Net Promoter Score

NPS Score

49%	Promoters
13%	Passive
38%	Detractors

Employee Net Promoter Score

eNPS Score

47%	Promoters
29%	Passive
24%	Detractors

Global Ranking Snapshot

RANK			INDUSTRY
1	Costco	W. Craig Jelinek	Retail
2	Peloton	Barry McCarthy	Health and Wellness
3	Chick-fil-A	Dan Cathy	Food and Beverages
4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail

Other Best Brands Lists

Top Brands in
Food and Beverages

Top Brands in
Consumer Goods

Global
Top 100 Brands

Top Brands in
Business and Consumer Services

Top Brands in
Retail

Top Brands in
Tech