-26
NPS
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KeyBank
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About KeyBank's Brand
Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies.
Brand at a Glance
69%
Customer Loyalty
2.4/5
Product Quality
2.3/5
Pricing
2.4/5
Customer Service
KeyBank CMO
Justin Morcelle
Justin Morcelle serves as the Chief Marketing Officer of KeyBank. Justin started at KeyBank in April of 2018. Justin is currently based in the Buffalo/Niagara, New York Area.
KeyBank NPS
KeyBank's Net Promoter Score (NPS) is a -26 with 33% Promoters, 8% Passives, and 59% Detractors. Net Promoter Score tracks whether KeyBank's customers would recommend using the product based on a scale of -100 to 100.
KeyBank Overall NPS
| 33% | Promoters |
|---|---|
| 8% | Passives |
| 59% | Detractors |
KeyBank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2024 -25 | Nov 2024 | -25 |
Dec 2024 -27 | Dec 2024 | -27 |
Jan 2025 -25 | Jan 2025 | -25 |
Feb 2025 -25 | Feb 2025 | -25 |
Mar 2025 -25 | Mar 2025 | -25 |
Apr 2025 -25 | Apr 2025 | -25 |
May 2025 -25 | May 2025 | -25 |
Jul 2025 -25 | Jul 2025 | -25 |
Aug 2025 -25 | Aug 2025 | -25 |
Oct 2025 -26 | Oct 2025 | -26 |
Nov 2025 -26 | Nov 2025 | -26 |
Dec 2025 -26 | Dec 2025 | -26 |
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.
KeyBank NPS by Gender
Male customers rated KeyBank's NPS 30 points higher than Female customers.
Male
-32
KeyBank's NPS was rated -32 by Male customers on Comparably.
31%
Promoters
6%
Passives
63%
Detractors
Female
-62
KeyBank's NPS was rated -62 by Female customers on Comparably.
17%
Promoters
4%
Passives
79%
Detractors
KeyBank NPS by Ethnicity
KeyBank's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -54 | Caucasian | -54 |
Hispanic or Latino 34 | Hispanic or Latino | 34 |
African American/Black -23 | African American/Black | -23 |
Native American -34 | Native American | -34 |
Other -85 | Other | -85 |
KeyBank NPS by Age
KeyBank's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
KeyBank NPS by Usage
KeyBank's NPS was rated the highest by customers who have used KeyBank's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -56 | Less than 1 Year | -56 |
1 to 2 Years -30 | 1 to 2 Years | -30 |
2 to 5 Years -42 | 2 to 5 Years | -42 |
5 to 10 Years -42 | 5 to 10 Years | -42 |
Over 10 Years -57 | Over 10 Years | -57 |
KeyBank Customer Reviews
Out of the 40 KeyBank customer reviews 13 were positive and 27 were constructive. KeyBank 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
KeyBank Customer Loyalty
69%
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.
69% of KeyBank 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?"
KeyBank Customer Loyalty Score by Gender
KeyBank's Customer Loyalty score was rated 74 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of KeyBank.
Male
74%
Yes
Female
74%
Yes
KeyBank Customer Loyalty Score by Ethnicity
KeyBank's Customer Loyalty score was rated the highest by Hispanic or Latino 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 KeyBank.
76
out of 100
Caucasian
85
out of 100
Hispanic or Latino
80
out of 100
African American/Black
70
out of 100
Native American
61
out of 100
Other
KeyBank Customer Loyalty Score by Age
KeyBank's Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of KeyBank.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 72% | 18-25 | 72% |
26-30 78% | 26-30 | 78% |
31-35 55% | 31-35 | 55% |
36-40 63% | 36-40 | 63% |
41-45 70% | 41-45 | 70% |
46-50 87% | 46-50 | 87% |
51-55 40% | 51-55 | 40% |
56-60 83% | 56-60 | 83% |
61-65 78% | 61-65 | 78% |
66+ 89% | 66+ | 89% |
KeyBank Customer Loyalty Score by Usage
KeyBank's Customer Loyalty score was rated the highest by customers who have used KeyBank's products/services for 5 to 10 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.
KeyBank Customer Loyalty Score by Industry
KeyBank's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Real Estate 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.
KeyBank Product Quality
2.4/5
KeyBank has an overall Product Quality score of 2.4 out of 5 stars rated by its users and customers.
Sign Up to unlock KeyBank's overall Product Quality score rated by its users and customers.
KeyBank Product Information
KeyBank’s product quality score is a 2.4 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated KeyBank's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated KeyBank the lowest at 1.6.
- Website
- https://www.key.com
- Company Size
- 10,000+ Employees
Industry
Banking and Financial Services
Quick Insights into KeyBank Product Quality
KeyBank's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Real Estate industry.
Sign Up to unlock insights into how customers have ranked KeyBank's Product Quality.
Ranked KeyBank Product Quality the Highest
Ranked KeyBank Product Quality the Lowest
KeyBank Product Quality Score by Gender
Male customers rated KeyBank's Product Quality score 0.7 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of KeyBank.
Male
2.5/5
Female
1.8/5
KeyBank Product Quality Score by Ethnicity
KeyBank's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of KeyBank.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Hispanic or Latino 3.6 | Hispanic or Latino | 3.6 |
African American/Black 2.7 | African American/Black | 2.7 |
Native American 2 | Native American | 2 |
Other 1.5 | Other | 1.5 |
KeyBank Product Quality Score by Age
KeyBank's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of KeyBank.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 2.4 | 26-30 | 2.4 |
31-35 2.9 | 31-35 | 2.9 |
36-40 2.6 | 36-40 | 2.6 |
41-45 1.5 | 41-45 | 1.5 |
46-50 2.3 | 46-50 | 2.3 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.6 | 56-60 | 1.6 |
61-65 1.5 | 61-65 | 1.5 |
66+ 2 | 66+ | 2 |
KeyBank Product Quality Score by Usage
KeyBank's Product Quality score was rated the highest by customers who have used KeyBank'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 Product Quality by Usage data.
KeyBank Product Quality Score by Industry
KeyBank's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Real Estate industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
KeyBank Pricing
KeyBank ROI & Value For Money
2.3/5
KeyBank has a value for money and ROI score of 2.3 out of 5 stars rated by its users and customers.
Sign Up to unlock KeyBank's overall ROI score rated by its users and customers.
KeyBank 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 Retail industry. The users from the Arts and Entertainment industry think that they had the lowest ROI from KeyBank.
Quick Insights into KeyBank ROI
KeyBank's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Real Estate industry.
Sign Up to unlock insights into how customers have ranked KeyBank's ROI score.
Ranked KeyBank ROI the Highest
Ranked KeyBank ROI the Lowest
KeyBank ROI Score by Gender
Male customers rated KeyBank's ROI score 0.7 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of KeyBank.
Male
2.4/5
Female
1.7/5
KeyBank ROI Score by Ethnicity
KeyBank's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of KeyBank.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Hispanic or Latino 3.6 | Hispanic or Latino | 3.6 |
African American/Black 2.4 | African American/Black | 2.4 |
Native American 2 | Native American | 2 |
Other 1.5 | Other | 1.5 |
KeyBank ROI Score by Age
KeyBank's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of KeyBank.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 1.7 | 26-30 | 1.7 |
31-35 3.1 | 31-35 | 3.1 |
36-40 1.9 | 36-40 | 1.9 |
41-45 1.6 | 41-45 | 1.6 |
46-50 2.3 | 46-50 | 2.3 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.7 | 56-60 | 1.7 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.9 | 66+ | 1.9 |
KeyBank ROI Score by Usage
KeyBank's ROI score was rated the highest by customers who have used KeyBank's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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KeyBank ROI Score by Industry
KeyBank's ROI score was rated the highest by Retail industry customers, and the lowest by Real Estate industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
KeyBank Customer Satisfaction (CSAT)
KeyBank Customer Satisfaction (CSAT) Score
37 / 100
KeyBank has an overall Customer Satisfaction score of 37 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
23%
Satisfied
14%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
13%
Very Dissatisfied
42%
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 KeyBank Customer Satisfaction
KeyBank's Customer Satisfaction score was rated highest by customers ages 31-35, and rated lowest by customers from the Real Estate industry.
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Ranked KeyBank Customer Satisfaction the Highest
Ranked KeyBank Customer Satisfaction the Lowest
KeyBank Customer Satisfaction Score by Gender
Male customers rated KeyBank's Customer Satisfaction score 15 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of KeyBank.
40 / 100
MaleVery Satisfied | 27% | |
|---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 13% | |
Very Dissatisfied | 42% |
25 / 100
FemaleVery Satisfied | 19% | |
|---|---|---|
Satisfied | 6% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 12% | |
Very Dissatisfied | 57% |
KeyBank Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
KeyBank's Customer Satisfaction (CSAT) score was rated 31% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of KeyBank.
31 / 100
Very Satisfied
21%
Satisfied
10%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
13%
Very Dissatisfied
52%
CSAT according to Hispanic or Latino
KeyBank's Customer Satisfaction (CSAT) score was rated 67% according to Hispanic or Latino users and customers.
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67 / 100
Very Satisfied
50%
Satisfied
17%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to African American/Black
KeyBank's Customer Satisfaction (CSAT) score was rated 41% according to African American/Black users and customers.
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41 / 100
Very Satisfied
29%
Satisfied
12%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
6%
Very Dissatisfied
35%
CSAT according to Native American
KeyBank's Customer Satisfaction (CSAT) score was rated 33% according to Native American users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
CSAT according to Other
KeyBank's Customer Satisfaction (CSAT) score was rated 15% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of KeyBank.
15 / 100
Very Satisfied
10%
Satisfied
5%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
19%
Very Dissatisfied
62%
KeyBank Customer Satisfaction Score by Age
KeyBank's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of KeyBank.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 64% | |||||||||||||||
| 26-30 | 28% | |||||||||||||||
| 31-35 | 67% | |||||||||||||||
| 36-40 | 40% | |||||||||||||||
| 41-45 | 29% | |||||||||||||||
| 46-50 | 35% | |||||||||||||||
| 51-55 | 36% | |||||||||||||||
| 56-60 | 20% | |||||||||||||||
| 61-65 | 7% | |||||||||||||||
| 66+ | 21% |
KeyBank Customer Satisfaction Score by Usage
KeyBank's Customer Satisfaction score was rated the highest by customers who have used KeyBank'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.
KeyBank Customer Satisfaction Score by Industry
KeyBank's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Real Estate industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "KeyBank Customer Satisfaction Score by Industry",
"text": "KeyBank's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Real Estate industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 43,
"stars": 0,
"csatScore": 43,
"text": "KeyBank's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 43
},
{
"label": "Accounting",
"groupId": 495,
"score": 59,
"stars": 0,
"csatScore": 59,
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"scoreClassName": "",
"scoreLabel": 59
},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 0,
"stars": 0,
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"scoreClassName": "",
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"groupId": 501,
"score": 60,
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"scoreClassName": "max",
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},
{
"label": "Construction",
"groupId": 510,
"score": 0,
"stars": 0,
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"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Education",
"groupId": 515,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "KeyBank's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 27,
"stars": 0,
"csatScore": 27,
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"scoreClassName": "",
"scoreLabel": 27
},
{
"label": "Manufacturing and Machinery",
"groupId": 533,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "KeyBank's Customer Satisfaction score is rated by Manufacturing and Machinery customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
},
{
"label": "Marketing, Advertising and Research",
"groupId": 535,
"score": 43,
"stars": 0,
"csatScore": 43,
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"scoreClassName": "",
"scoreLabel": 43
},
{
"label": "Real Estate",
"groupId": 554,
"score": 0,
"stars": 0,
"csatScore": 0,
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"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Retail",
"groupId": 559,
"score": 57,
"stars": 0,
"csatScore": 57,
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"scoreClassName": "",
"scoreLabel": 57
}
]
}KeyBank Customer Service
2.4/5
KeyBank has an overall Customer Service score of 2.4 out of 5 stars rated by its users and customers.
Sign Up to unlock KeyBank's overall Customer Service score rated by its users and customers.
About KeyBank's Customer Service
Address
127 Public Square, Cleveland, OH 44114
Website
https://www.key.com
KeyBank's Social Links
Quick Insights into KeyBank Customer Service
KeyBank's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers from the Real Estate industry.
Sign Up to unlock insights into how customers have ranked KeyBank's Customer Service score.
Ranked KeyBank Customer Service the Highest
Ranked KeyBank Customer Service the Lowest
KeyBank Customer Service Score by Gender
Male customers rated KeyBank's Customer Service score 0.8 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of KeyBank.
Male
2.5/5
Female
1.7/5
KeyBank Customer Service Score by Ethnicity
KeyBank's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of KeyBank.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 2.7 | African American/Black | 2.7 |
Native American 2 | Native American | 2 |
Other 1.5 | Other | 1.5 |
KeyBank Customer Service Score by Age
KeyBank's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of KeyBank.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 1.9 | 26-30 | 1.9 |
31-35 2.7 | 31-35 | 2.7 |
36-40 2.6 | 36-40 | 2.6 |
41-45 1.6 | 41-45 | 1.6 |
46-50 2.5 | 46-50 | 2.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.8 | 56-60 | 1.8 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.6 | 66+ | 1.6 |
KeyBank Customer Service Score by Usage
KeyBank's Customer Service score was rated the highest by customers who have used KeyBank'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 Customer Service by Usage data.
KeyBank Customer Service Score by Industry
KeyBank's Customer Service score was rated the highest by Retail industry customers, and the lowest by Real Estate industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
KeyBank as an Employer
3.0/5
KeyBank has a 3.0/5 stars for its overall company culture rated by their employees
bottom
35%
Consumer vs. Employees
KeyBank scored a -26 for Net Promoter Score and a -17 for Employee Net Promoter Score. NPS gauges how likely a customer of KeyBank would recommend the brand to a friend. ENPS measures how likely KeyBank employees would recommend working at KeyBank to a friend.
Net Promoter Score
-26
NPS Score
| 33% | Promoters |
|---|---|
| 8% | Passive |
| 59% | Detractors |
Employee Net Promoter Score
-17
eNPS Score
| 32% | Promoters |
|---|---|
| 19% | Passive |
| 49% | Detractors |
