36
NPS
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Brand Page
Independent Bank
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About Independent Bank's Brand
Independent Bank offers financial services that include retail and commercial banking, mortgage lending, investments, and title services.
Brand at a Glance
81%
Customer Loyalty
3.9/5
Product Quality
4/5
Pricing
4.2/5
Customer Service
Independent Bank CMO
Jennifer Marino
Ms. Jennifer Marino has been Chief Marketing and Customer Officer at Rockland Trust Company since April 2017. Ms. Marino serves as Chief Marketing Officer and Senior Vice President at Independent Bank Corp. She serves as the Chief Marketing Officer at The Rockland Trust Investment Management Group. Ms. Marino served as Chief Marketing Officer and Senior Vice President at Rockland Trust Company, a subsidiary of Independent Bank Corp. since December 2015 until April 2017. Ms. Marino joined The Rockland in 2015. In her role, she is responsible for continuing to build a brand while developing marketing strategies to earn new customer relationships and strengthen existing relationships with current customers. Prior to joining the firm, she served as a Vice President and Senior Manager at Liberty Mutual Insurance for eight years, focusing on customer advocacy. She has 20 years of extensive brand marketing experience for leading financial services and consumer companies. Ms. Marino holds a Bachelor of Science degree from Providence College.
Independent Bank NPS
Independent Bank's Net Promoter Score (NPS) is a 36 with 65% Promoters, 6% Passives, and 29% Detractors. Net Promoter Score tracks whether Independent Bank's customers would recommend using the product based on a scale of -100 to 100.
Independent Bank Overall NPS
| 65% | Promoters |
|---|---|
| 6% | Passives |
| 29% | Detractors |
Independent Bank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2021 -100 | May 2021 | -100 |
Jul 2021 0 | Jul 2021 | 0 |
Oct 2021 -1 | Oct 2021 | -1 |
Jun 2022 13 | Jun 2022 | 13 |
Aug 2022 10 | Aug 2022 | 10 |
Jan 2023 18 | Jan 2023 | 18 |
Feb 2024 25 | Feb 2024 | 25 |
Mar 2024 14 | Mar 2024 | 14 |
Apr 2024 22 | Apr 2024 | 22 |
May 2024 27 | May 2024 | 27 |
Oct 2024 31 | Oct 2024 | 31 |
Jan 2026 34 | Jan 2026 | 34 |
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.
Independent Bank Customer Loyalty
81%
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.
81% of Independent 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?"
Independent Bank Product Quality
3.9/5
Independent Bank has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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Independent Bank Product Information
Independent Bank’s product quality score is a 3.9 out of 5 as rated by its users and customers.
- Website
- http://independentbank.com
- Company Size
- 501-1,000 Employees
Industry
FinTech
Marketplaces
Independent Bank Pricing
Independent Bank ROI & Value For Money
4/5
Independent Bank has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
Sign Up to unlock Independent Bank's overall ROI score rated by its users and customers.
Independent Bank Customer Satisfaction (CSAT)
Independent Bank Customer Satisfaction (CSAT) Score
77 / 100
Independent Bank has an overall Customer Satisfaction score of 77 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
69%
Satisfied
8%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
0%
Very Dissatisfied
15%
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.
Independent Bank Customer Service
4.2/5
Independent Bank has an overall Customer Service score of 4.2 out of 5 stars rated by its users and customers.
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About Independent Bank's Customer Service
Address
230 W. Main St. , Ionia, MI 48846
Website
http://independentbank.com
Phone Number
16165275817
Independent Bank as an Employer
4.5/5
Independent Bank has a 4.5/5 stars for its overall company culture rated by their employees
top
5%
CEO of Independent Bank
In the Top 5% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Independent Bank scored a 36 for Net Promoter Score and a 18 for Employee Net Promoter Score. NPS gauges how likely a customer of Independent Bank would recommend the brand to a friend. ENPS measures how likely Independent Bank employees would recommend working at Independent Bank to a friend.
Net Promoter Score
36
NPS Score
| 65% | Promoters |
|---|---|
| 6% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
18
eNPS Score
| 53% | Promoters |
|---|---|
| 12% | Passive |
| 35% | Detractors |
