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NPS
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HSBC
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About HSBC's Brand
Among its major competitors, HSBC is ranked in 7th place for NPS while Barclays Bank is 1st, and BBVA is 2nd.Their current market cap is $119.18B
Brand at a Glance
78%
Customer Loyalty
3.6/5
Product Quality
3.5/5
Pricing
3.6/5
Customer Service
HSBC Ranking
- #3 / 4 of its competitors
HSBC NPS
HSBC's Net Promoter Score (NPS) is a 8 with 45% Promoters, 18% Passives, and 37% Detractors. Net Promoter Score tracks whether HSBC's customers would recommend using the product based on a scale of -100 to 100.
HSBC Overall NPS
| 45% | Promoters |
|---|---|
| 18% | Passives |
| 37% | Detractors |
HSBC NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2024 9 | Sep 2024 | 9 |
Oct 2024 9 | Oct 2024 | 9 |
Nov 2024 9 | Nov 2024 | 9 |
Dec 2024 9 | Dec 2024 | 9 |
Jan 2025 8 | Jan 2025 | 8 |
Feb 2025 8 | Feb 2025 | 8 |
Mar 2025 9 | Mar 2025 | 9 |
Apr 2025 9 | Apr 2025 | 9 |
May 2025 9 | May 2025 | 9 |
Jul 2025 9 | Jul 2025 | 9 |
Aug 2025 9 | Aug 2025 | 9 |
Oct 2025 9 | Oct 2025 | 9 |
How Other Brands Compare
HSBC is ranked third for NPS among its competitors. BBVA and JPMorgan Chase & Co come in first and second, with Bank of America coming in at #4. Among those competitors, it is the third most valued company behind JPMorgan Chase & Co.
HSBC |  JPMorgan Chase & Co |  Bank of America |  BBVA | |
| Global Ranking | #- | #72 | #152 | #371 |
| NPS | 8 | 31 | 2 | 37 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | - | Neutral | - |
| Valuation Updated every 24 hours for public companies | $119.18B | $451.20B | $298.80B | $35.54B |
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.
HSBC NPS by Gender
Female customers rated HSBC's NPS 15 points higher than Male customers.
Male
-2
HSBC's NPS was rated -2 by Male customers on Comparably.
41%
Promoters
16%
Passives
43%
Detractors
Female
13
HSBC's NPS was rated 13 by Female customers on Comparably.
45%
Promoters
23%
Passives
32%
Detractors
HSBC NPS by Ethnicity
HSBC's NPS was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -17 | Caucasian | -17 |
Hispanic or Latino 61 | Hispanic or Latino | 61 |
African American/Black -27 | African American/Black | -27 |
Asian or Pacific Islander 10 | Asian or Pacific Islander | 10 |
Native American 34 | Native American | 34 |
Other 22 | Other | 22 |
HSBC NPS by Age
HSBC's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
HSBC NPS by Usage
HSBC's NPS was rated the highest by customers who have used HSBC's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 9 | Less than 1 Year | 9 |
1 to 2 Years 22 | 1 to 2 Years | 22 |
2 to 5 Years 0 | 2 to 5 Years | 0 |
5 to 10 Years -1 | 5 to 10 Years | -1 |
Over 10 Years 3 | Over 10 Years | 3 |
HSBC NPS vs. Competitors
Compared to its competitors, HSBC's NPS is rated right above Bank of America, and is preceded by Barclays Investment Bank.
| COMPANY | NPS Score | |
|---|---|---|
 | Barclays Bank | 66 |
| BBVA | 37 |
 | Lloyds Banking Group | 34 |
| JPMorgan Chase & Co | 31 |
 | Citi | 22 |
 | Barclays Investment Bank | 22 |
| HSBC | 8 |
| Bank of America | 2 |
 | Santander | -21 |
HSBC Customer Reviews
Out of the 34 HSBC customer reviews 22 were positive and 12 were constructive. HSBC customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
HSBC Customer Loyalty
78%
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.
78% of HSBC users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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HSBC Customer Loyalty Score by Gender
Female customers rated HSBC's Customer Loyalty score 2% higher than Male customers.
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Male
78%
Yes
Female
80%
Yes
HSBC Customer Loyalty Score by Ethnicity
HSBC's Customer Loyalty score was rated the highest by Native American 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 HSBC.
84
out of 100
Caucasian
89
out of 100
Hispanic or Latino
75
out of 100
African American/Black
71
out of 100
Asian or Pacific Islander
100
out of 100
Native American
92
out of 100
Other
HSBC Customer Loyalty Score by Age
HSBC's Customer Loyalty score was rated the highest by customers ages 61-65, and the lowest by customers ages 36-40.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 79% | 18-25 | 79% |
26-30 77% | 26-30 | 77% |
31-35 81% | 31-35 | 81% |
36-40 65% | 36-40 | 65% |
41-45 78% | 41-45 | 78% |
46-50 86% | 46-50 | 86% |
51-55 70% | 51-55 | 70% |
56-60 90% | 56-60 | 90% |
61-65 100% | 61-65 | 100% |
66+ 84% | 66+ | 84% |
HSBC Customer Loyalty Score by Usage
HSBC's Customer Loyalty score was rated the highest by customers who have used HSBC's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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HSBC Customer Loyalty Score by Industry
HSBC's Customer Loyalty score was rated the highest by Consulting industry customers, and the lowest by Business and Consumer Services industry customers.
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HSBC Customer Loyalty vs. Competitors
Compared to its competitors, HSBC's Customer Loyalty score is rated right above Barclays Bank, and is preceded by Citi.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Lloyds Banking Group | 100% |
| BBVA | 87% |
| JPMorgan Chase & Co | 83% |
| Barclays Investment Bank | 82% |
| Bank of America | 80% |
| Citi | 78% |
| HSBC | 78% |
| Barclays Bank | 73% |
| Santander | 67% |
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HSBC Product Quality
3.6/5
HSBC has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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HSBC Product Information
HSBC’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Education industry rated HSBC's product the highest. Reviewers from the Business and Consumer Services industry rated HSBC the lowest at 3.2.
- Website
- http://www.hsbc.com/
- Company Size
- 10,000+ Employees
Industry
FinTech
Quick Insights into HSBC Product Quality
HSBC's Product Quality score was rated highest by customers from the Education industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked HSBC Product Quality the Highest
Ranked HSBC Product Quality the Lowest
HSBC Product Quality Score by Gender
Female customers rated HSBC's Product Quality score 0.1 stars higher than Male customers.
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Male
3.4/5
Female
3.5/5
HSBC Product Quality Score by Ethnicity
HSBC's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Hispanic or Latino 3.9 | Hispanic or Latino | 3.9 |
African American/Black 3.2 | African American/Black | 3.2 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Native American 3.5 | Native American | 3.5 |
Other 4 | Other | 4 |
HSBC Product Quality Score by Age
HSBC's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 51-55.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.8 | 26-30 | 3.8 |
31-35 4.1 | 31-35 | 4.1 |
36-40 3.2 | 36-40 | 3.2 |
41-45 3.7 | 41-45 | 3.7 |
46-50 3.9 | 46-50 | 3.9 |
51-55 2.4 | 51-55 | 2.4 |
56-60 2.6 | 56-60 | 2.6 |
61-65 3.5 | 61-65 | 3.5 |
66+ 2.7 | 66+ | 2.7 |
HSBC Product Quality Score by Usage
HSBC's Product Quality score was rated the highest by customers who have used HSBC's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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HSBC Product Quality Score by Industry
HSBC's Product Quality score was rated the highest by Education industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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HSBC Product Quality vs. Competitors
Compared to its competitors, HSBC's Product Quality score is rated right above Lloyds Banking Group, and is preceded by Barclays Investment Bank.
| COMPANY | Product Quality Score | |
|---|---|---|
| JPMorgan Chase & Co | 4/5 |
| BBVA | 3.9/5 |
| Citi | 3.8/5 |
| Barclays Bank | 3.7/5 |
| Barclays Investment Bank | 3.6/5 |
| HSBC | 3.6/5 |
| Lloyds Banking Group | 3.5/5 |
| Bank of America | 3.5/5 |
| Santander | 2.8/5 |
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HSBC Pricing
HSBC ROI & Value For Money
3.5/5
HSBC has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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HSBC 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 Consulting industry. The users from the Retail industry think that they had the lowest ROI from HSBC.
Quick Insights into HSBC ROI
HSBC's ROI score was rated highest by customers ages 61-65, and rated lowest by customers from the Retail industry.
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Ranked HSBC ROI the Highest
Ranked HSBC ROI the Lowest
HSBC ROI Score by Gender
Female customers rated HSBC's ROI score 0.5 stars higher than Male customers.
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Male
3.2/5
Female
3.7/5
HSBC ROI Score by Ethnicity
HSBC's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Native American customers.
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0
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5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
Hispanic or Latino 4.2 | Hispanic or Latino | 4.2 |
African American/Black 3.4 | African American/Black | 3.4 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Native American 2.1 | Native American | 2.1 |
Other 3.7 | Other | 3.7 |
HSBC ROI Score by Age
HSBC's ROI score was rated the highest by customers ages 61-65, and the lowest by customers ages 51-55.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.4 | 18-25 | 3.4 |
26-30 3.9 | 26-30 | 3.9 |
31-35 3.5 | 31-35 | 3.5 |
36-40 3.3 | 36-40 | 3.3 |
41-45 3.7 | 41-45 | 3.7 |
46-50 4.2 | 46-50 | 4.2 |
51-55 2.4 | 51-55 | 2.4 |
56-60 2.6 | 56-60 | 2.6 |
61-65 4.8 | 61-65 | 4.8 |
66+ 2.8 | 66+ | 2.8 |
HSBC ROI Score by Usage
HSBC's ROI score was rated the highest by customers who have used HSBC's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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HSBC ROI Score by Industry
HSBC's ROI score was rated the highest by Consulting industry customers, and the lowest by Retail industry customers.
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HSBC Pricing vs. Competitors
Compared to its competitors, HSBC's ROI score is rated right above Bank of America, and is preceded by Barclays Investment Bank.
| COMPANY | Pricing Score | |
|---|---|---|
| BBVA | 4.1/5 |
| Lloyds Banking Group | 4/5 |
| JPMorgan Chase & Co | 3.9/5 |
| Barclays Bank | 3.7/5 |
| Citi | 3.7/5 |
| Barclays Investment Bank | 3.7/5 |
| HSBC | 3.5/5 |
| Bank of America | 3.3/5 |
| Santander | 3.1/5 |
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HSBC Customer Satisfaction (CSAT)
HSBC Customer Satisfaction (CSAT) Score
68 / 100
HSBC has an overall Customer Satisfaction score of 68 rated by its users and customers.
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Very Satisfied
32%
Satisfied
36%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
7%
Very Dissatisfied
13%
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 HSBC Customer Satisfaction
HSBC's Customer Satisfaction score was rated highest by customers from the Education industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked HSBC Customer Satisfaction the Highest
Ranked HSBC Customer Satisfaction the Lowest
HSBC Customer Satisfaction Score by Gender
Female customers rated HSBC's Customer Satisfaction score 1 points higher than Male customers.
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66 / 100
MaleVery Satisfied | 35% | |
|---|---|---|
Satisfied | 31% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 4% | |
Very Dissatisfied | 17% |
67 / 100
FemaleVery Satisfied | 26% | |
|---|---|---|
Satisfied | 41% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 7% | |
Very Dissatisfied | 13% |
HSBC Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
HSBC's Customer Satisfaction (CSAT) score was rated 46% according to Caucasian users and customers.
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46 / 100
Very Satisfied
34%
Satisfied
12%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
15%
Very Dissatisfied
27%
CSAT according to Hispanic or Latino
HSBC's Customer Satisfaction (CSAT) score was rated 71% according to Hispanic or Latino users and customers.
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71 / 100
Very Satisfied
14%
Satisfied
57%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
15%
CSAT according to African American/Black
HSBC's Customer Satisfaction (CSAT) score was rated 72% according to African American/Black users and customers.
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72 / 100
Very Satisfied
36%
Satisfied
36%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
10%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
HSBC's Customer Satisfaction (CSAT) score was rated 72% according to Asian or Pacific Islander users and customers.
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72 / 100
Very Satisfied
29%
Satisfied
43%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
2%
Very Dissatisfied
12%
CSAT according to Native American
HSBC's Customer Satisfaction (CSAT) score was rated 100% according to Native American users and customers.
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100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
HSBC's Customer Satisfaction (CSAT) score was rated 71% according to Other users and customers.
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71 / 100
Very Satisfied
33%
Satisfied
38%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
15%
HSBC Customer Satisfaction Score by Age
HSBC's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 91% | |||||||||||||||
| 26-30 | 69% | |||||||||||||||
| 31-35 | 86% | |||||||||||||||
| 36-40 | 55% | |||||||||||||||
| 41-45 | 62% | |||||||||||||||
| 46-50 | 75% | |||||||||||||||
| 51-55 | 33% | |||||||||||||||
| 56-60 | 71% | |||||||||||||||
| 61-65 | 67% | |||||||||||||||
| 66+ | 40% |
HSBC Customer Satisfaction Score by Usage
HSBC's Customer Satisfaction score was rated the highest by customers who have used HSBC's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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HSBC Customer Satisfaction Score by Industry
HSBC's Customer Satisfaction score was rated the highest by Education industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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{
"title": "HSBC Customer Satisfaction Score by Industry",
"text": "HSBC's Customer Satisfaction score was rated the highest by Education industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 70,
"stars": 0,
"csatScore": 70,
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"scoreClassName": "",
"scoreLabel": 70
},
{
"label": "Accounting",
"groupId": 495,
"score": 88,
"stars": 0,
"csatScore": 88,
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"scoreClassName": "",
"scoreLabel": 88
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 33,
"stars": 0,
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"groupId": 498,
"score": 60,
"stars": 0,
"csatScore": 60,
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"scoreClassName": "",
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{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 58,
"stars": 0,
"csatScore": 58,
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"scoreClassName": "",
"scoreLabel": 58
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 33,
"stars": 0,
"csatScore": 33,
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"scoreClassName": "",
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{
"label": "Consulting",
"groupId": 511,
"score": 80,
"stars": 0,
"csatScore": 80,
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"scoreClassName": "",
"scoreLabel": 80
},
{
"label": "Education",
"groupId": 515,
"score": 100,
"stars": 0,
"csatScore": 100,
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"scoreClassName": "max",
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},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 33,
"stars": 0,
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{
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"groupId": 533,
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]
}HSBC Customer Satisfaction vs. Competitors
Compared to its competitors, HSBC's Customer Satisfaction score is rated right above Lloyds Banking Group, and is preceded by Bank of America.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Barclays Bank | 100% |
| JPMorgan Chase & Co | 77% |
| BBVA | 76% |
| Citi | 74% |
| Barclays Investment Bank | 74% |
| Bank of America | 70% |
| HSBC | 69% |
| Lloyds Banking Group | 67% |
| Santander | 51% |
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HSBC Customer Service
3.6/5
HSBC has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About HSBC's Customer Service
Address
E14 5HQ
Website
http://www.hsbc.com/
Phone Number
44-20-7991-8888
HSBC's Social Links
Quick Insights into HSBC Customer Service
HSBC's Customer Service score was rated highest by customers from the Fashion and Beauty industry, and rated lowest by customers from the Retail industry.
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Ranked HSBC Customer Service the Highest
Ranked HSBC Customer Service the Lowest
HSBC Customer Service Score by Gender
Female customers rated HSBC's Customer Service score 0.3 stars higher than Male customers.
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Male
3.3/5
Female
3.6/5
HSBC Customer Service Score by Ethnicity
HSBC's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Hispanic or Latino 4 | Hispanic or Latino | 4 |
African American/Black 3.4 | African American/Black | 3.4 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Native American 3.1 | Native American | 3.1 |
Other 3.7 | Other | 3.7 |
HSBC Customer Service Score by Age
HSBC's Customer Service score was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
26-30 4 | 26-30 | 4 |
31-35 3.7 | 31-35 | 3.7 |
36-40 3.2 | 36-40 | 3.2 |
41-45 3.7 | 41-45 | 3.7 |
46-50 4.2 | 46-50 | 4.2 |
51-55 2.2 | 51-55 | 2.2 |
56-60 2.6 | 56-60 | 2.6 |
61-65 3.5 | 61-65 | 3.5 |
66+ 2.8 | 66+ | 2.8 |
HSBC Customer Service Score by Usage
HSBC's Customer Service score was rated the highest by customers who have used HSBC's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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HSBC Customer Service Score by Industry
HSBC's Customer Service score was rated the highest by Fashion and Beauty industry customers, and the lowest by Retail industry customers.
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HSBC Customer Service vs. Competitors
Compared to its competitors, HSBC's Customer Service score is rated right above Bank of America, and is preceded by Barclays Bank.
| COMPANY | Customer Service Score | |
|---|---|---|
| Lloyds Banking Group | 4.7/5 |
| BBVA | 4/5 |
| JPMorgan Chase & Co | 4/5 |
| Citi | 3.8/5 |
| Barclays Investment Bank | 3.7/5 |
| Barclays Bank | 3.6/5 |
| HSBC | 3.6/5 |
| Bank of America | 3.4/5 |
| Santander | 3.2/5 |
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HSBC as an Employer
3.6/5
HSBC has a 3.6/5 stars for its overall company culture rated by their employees
top
25%
Consumer vs. Employees
HSBC scored a 8 for Net Promoter Score and a 6 for Employee Net Promoter Score. NPS gauges how likely a customer of HSBC would recommend the brand to a friend. ENPS measures how likely HSBC employees would recommend working at HSBC to a friend.
Net Promoter Score
8
NPS Score
| 45% | Promoters |
|---|---|
| 18% | Passive |
| 37% | Detractors |
Employee Net Promoter Score
6
eNPS Score
| 43% | Promoters |
|---|---|
| 20% | Passive |
| 37% | Detractors |
