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NPS
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ICICI Bank
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About ICICI Bank's Brand
Operator of a private-sector bank in India. The company offers commercial banking, retail banking, corporate finance, working capital finance, insurance, venture capital, private equity, investment banking, broking, treasury products and services. It also provides financing services to customers through commercial loans, car loans, regular loans and other related products.
Brand at a Glance
87%
Customer Loyalty
3.7/5
Product Quality
3.5/5
Pricing
3.5/5
Customer Service
ICICI Bank NPS
ICICI Bank's Net Promoter Score (NPS) is a 3 with 49% Promoters, 5% Passives, and 46% Detractors. Net Promoter Score tracks whether ICICI Bank's customers would recommend using the product based on a scale of -100 to 100.
ICICI Bank Overall NPS
| 49% | Promoters |
|---|---|
| 5% | Passives |
| 46% | Detractors |
ICICI Bank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2024 5 | Jul 2024 | 5 |
Aug 2024 5 | Aug 2024 | 5 |
Sep 2024 5 | Sep 2024 | 5 |
Oct 2024 5 | Oct 2024 | 5 |
Dec 2024 7 | Dec 2024 | 7 |
Jan 2025 7 | Jan 2025 | 7 |
Feb 2025 4 | Feb 2025 | 4 |
Jun 2025 6 | Jun 2025 | 6 |
Jul 2025 6 | Jul 2025 | 6 |
Aug 2025 4 | Aug 2025 | 4 |
Nov 2025 4 | Nov 2025 | 4 |
Dec 2025 2 | Dec 2025 | 2 |
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.
ICICI Bank NPS by Gender
Female customers rated ICICI Bank's NPS 72 points higher than Male customers.
Male
-18
ICICI Bank's NPS was rated -18 by Male customers on Comparably.
32%
Promoters
18%
Passives
50%
Detractors
Female
54
ICICI Bank's NPS was rated 54 by Female customers on Comparably.
77%
Promoters
0%
Passives
23%
Detractors
ICICI Bank NPS by Ethnicity
ICICI Bank's NPS was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 5 | Asian or Pacific Islander | 5 |
Other 6 | Other | 6 |
ICICI Bank NPS by Age
ICICI Bank's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
ICICI Bank NPS by Usage
ICICI Bank's NPS was rated the highest by customers who have used ICICI Bank's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -34 | Less than 1 Year | -34 |
1 to 2 Years 45 | 1 to 2 Years | 45 |
2 to 5 Years 0 | 2 to 5 Years | 0 |
5 to 10 Years 11 | 5 to 10 Years | 11 |
Over 10 Years -20 | Over 10 Years | -20 |
ICICI Bank Customer Reviews
Out of the 9 ICICI Bank customer reviews 7 were positive and 2 were constructive. ICICI Bank 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
ICICI Bank Customer Loyalty
87%
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.
87% of ICICI Bank 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?"
ICICI Bank Customer Loyalty Score by Gender
Female customers rated ICICI Bank's Customer Loyalty score 12% higher than Male customers.
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Male
88%
Yes
Female
100%
Yes
ICICI Bank Customer Loyalty Score by Ethnicity
ICICI Bank's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of ICICI Bank.
100
out of 100
Asian or Pacific Islander
85
out of 100
Other
ICICI Bank Customer Loyalty Score by Age
ICICI Bank's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of ICICI Bank.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 94% | 18-25 | 94% |
26-30 100% | 26-30 | 100% |
31-35 82% | 31-35 | 82% |
ICICI Bank Customer Loyalty Score by Usage
ICICI Bank's Customer Loyalty score was rated the highest by customers who have used ICICI Bank's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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.
ICICI Bank Customer Loyalty Score by Industry
ICICI Bank's Customer Loyalty score was rated 100% by both Accounting and Banking and Financial Services industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
ICICI Bank Product Quality
3.7/5
ICICI Bank has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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ICICI Bank Product Information
ICICI Bank’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated ICICI Bank's product the highest. Reviewers from the Banking and Financial Services industry rated ICICI Bank the lowest at 4.2.
- Website
- www.icicibank.com
- Company Size
- 10,000+ Employees
Quick Insights into ICICI Bank Product Quality
ICICI Bank's Product Quality score was rated highest by customers from the Accounting industry, and rated lowest by customers who have used ICICI Bank's products/services for Over 10 Years.
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Ranked ICICI Bank Product Quality the Highest
Ranked ICICI Bank Product Quality the Lowest
ICICI Bank Product Quality Score by Gender
Female customers rated ICICI Bank's Product Quality score 1.1 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of ICICI Bank.
Male
3.1/5
Female
4.2/5
ICICI Bank Product Quality Score by Ethnicity
ICICI Bank's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of ICICI Bank.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.4 | Other | 3.4 |
ICICI Bank Product Quality Score by Age
ICICI Bank's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of ICICI Bank.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 3.5 | 26-30 | 3.5 |
31-35 3 | 31-35 | 3 |
ICICI Bank Product Quality Score by Usage
ICICI Bank's Product Quality score was rated the highest by customers who have used ICICI Bank's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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ICICI Bank Product Quality Score by Industry
ICICI Bank's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Banking and Financial Services industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
ICICI Bank Pricing
ICICI Bank ROI & Value For Money
3.5/5
ICICI Bank has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
Sign Up to unlock ICICI Bank's overall ROI score rated by its users and customers.
ICICI 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 Accounting industry. The users from the Banking and Financial Services industry think that they had the lowest ROI from ICICI Bank.
Quick Insights into ICICI Bank ROI
ICICI Bank's ROI score was rated highest by customers from the Accounting industry, and rated lowest by customers who have used ICICI Bank's products/services for Over 10 Years.
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Ranked ICICI Bank ROI the Highest
Ranked ICICI Bank ROI the Lowest
ICICI Bank ROI Score by Gender
Female customers rated ICICI Bank's ROI score 1.3 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of ICICI Bank.
Male
3/5
Female
4.3/5
ICICI Bank ROI Score by Ethnicity
ICICI Bank's ROI score was rated 3.4 stars by both Asian or Pacific Islander and Other customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of ICICI Bank.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.4 | Asian or Pacific Islander | 3.4 |
Other 3.4 | Other | 3.4 |
ICICI Bank ROI Score by Age
ICICI Bank's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full ROI by Age data of ICICI Bank.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.5 | 26-30 | 3.5 |
31-35 3 | 31-35 | 3 |
ICICI Bank ROI Score by Usage
ICICI Bank's ROI score was rated the highest by customers who have used ICICI Bank's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
ICICI Bank ROI Score by Industry
ICICI Bank's ROI score was rated the highest by Accounting industry customers, and the lowest by Banking and Financial Services industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
ICICI Bank Customer Satisfaction (CSAT)
ICICI Bank Customer Satisfaction (CSAT) Score
70 / 100
ICICI Bank has an overall Customer Satisfaction score of 70 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
45%
Satisfied
25%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
6%
Very Dissatisfied
19%
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 ICICI Bank Customer Satisfaction
ICICI Bank's Customer Satisfaction score was rated highest by customers from the Accounting industry, and rated lowest by customers who have used ICICI Bank's products/services for Less than 1 Year.
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Ranked ICICI Bank Customer Satisfaction the Highest
Ranked ICICI Bank Customer Satisfaction the Lowest
ICICI Bank Customer Satisfaction Score by Gender
Female customers rated ICICI Bank's Customer Satisfaction score 37 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of ICICI Bank.
55 / 100
MaleVery Satisfied | 35% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 10% | |
Very Dissatisfied | 30% |
92 / 100
FemaleVery Satisfied | 69% | |
|---|---|---|
Satisfied | 23% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 8% | |
Very Dissatisfied | 0% |
ICICI Bank Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
ICICI Bank's Customer Satisfaction (CSAT) score was rated 74% according to Asian or Pacific Islander users and customers.
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74 / 100
Very Satisfied
47%
Satisfied
27%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
13%
Very Dissatisfied
7%
CSAT according to Other
ICICI Bank's Customer Satisfaction (CSAT) score was rated 65% according to Other users and customers.
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65 / 100
Very Satisfied
47%
Satisfied
18%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
6%
Very Dissatisfied
29%
ICICI Bank Customer Satisfaction Score by Age
ICICI Bank's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of ICICI Bank.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 86% | |||||||||||||||
| 26-30 | 72% | |||||||||||||||
| 31-35 | 50% |
ICICI Bank Customer Satisfaction Score by Usage
ICICI Bank's Customer Satisfaction score was rated the highest by customers who have used ICICI Bank's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
ICICI Bank Customer Satisfaction Score by Industry
ICICI Bank's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Banking and Financial Services industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"label": "Accounting",
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"score": 88,
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}ICICI Bank Customer Service
3.5/5
ICICI Bank has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
Sign Up to unlock ICICI Bank's overall Customer Service score rated by its users and customers.
About ICICI Bank's Customer Service
Address
ICICI Bank Towers, Mumbai, 400051
Website
www.icicibank.com
Phone Number
7
Quick Insights into ICICI Bank Customer Service
ICICI Bank's Customer Service score was rated highest by customers from the Accounting industry, and rated lowest by customers who have used ICICI Bank's products/services for Less than 1 Year.
Sign Up to unlock insights into how customers have ranked ICICI Bank's Customer Service score.
Ranked ICICI Bank Customer Service the Highest
Ranked ICICI Bank Customer Service the Lowest
ICICI Bank Customer Service Score by Gender
Female customers rated ICICI Bank's Customer Service score 1.6 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of ICICI Bank.
Male
2.8/5
Female
4.4/5
ICICI Bank Customer Service Score by Ethnicity
ICICI Bank's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of ICICI Bank.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 3.1 | Other | 3.1 |
ICICI Bank Customer Service Score by Age
ICICI Bank's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of ICICI Bank.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.4 | 26-30 | 3.4 |
31-35 3 | 31-35 | 3 |
ICICI Bank Customer Service Score by Usage
ICICI Bank's Customer Service score was rated the highest by customers who have used ICICI Bank's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
ICICI Bank Customer Service Score by Industry
ICICI Bank's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Banking and Financial Services industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
ICICI Bank as an Employer
Consumer vs. Employees
ICICI Bank scored a 3 for Net Promoter Score and a 19 for Employee Net Promoter Score. NPS gauges how likely a customer of ICICI Bank would recommend the brand to a friend. ENPS measures how likely ICICI Bank employees would recommend working at ICICI Bank to a friend.
Net Promoter Score
3
NPS Score
| 49% | Promoters |
|---|---|
| 5% | Passive |
| 46% | Detractors |
Employee Net Promoter Score
19
eNPS Score
| 55% | Promoters |
|---|---|
| 9% | Passive |
| 36% | Detractors |
