13
NPS
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Kiwibank
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About Kiwibank's Brand
Provider of personal and commercial banking services intended to offer real value for money. The company's personal and commercial banking services include overdraft facilities, depository schemes, mortgage facilities, insurance products, online banking and other related financial management services, enabling its customers avail banking services they could possibly need including internet, phone and mobile banking, text and email alerts, online and email statements, a nationwide network of ATMs.
Brand at a Glance
85%
Customer Loyalty
4/5
Product Quality
3.7/5
Pricing
4/5
Customer Service
Kiwibank NPS
Kiwibank's Net Promoter Score (NPS) is a 13 with 42% Promoters, 29% Passives, and 29% Detractors. Net Promoter Score tracks whether Kiwibank's customers would recommend using the product based on a scale of -100 to 100.
Kiwibank Overall NPS
| 42% | Promoters |
|---|---|
| 29% | Passives |
| 29% | Detractors |
Kiwibank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2022 -100 | Mar 2022 | -100 |
Dec 2022 -50 | Dec 2022 | -50 |
Jul 2023 0 | Jul 2023 | 0 |
Apr 2024 0 | Apr 2024 | 0 |
Aug 2024 -20 | Aug 2024 | -20 |
Sep 2024 0 | Sep 2024 | 0 |
Mar 2025 13 | Mar 2025 | 13 |
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.
Kiwibank NPS by Usage
Kiwibank's NPS was rated 0 points by customers who have used Kiwibank's products/services for 5 to 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
5 to 10 Years 0 | 5 to 10 Years | 0 |
Kiwibank Customer Reviews
Out of the 3 Kiwibank customer reviews 2 were positive and 1 was constructive. Kiwibank 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
Kiwibank Customer Loyalty
85%
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.
85% of Kiwibank 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?"
Kiwibank Customer Loyalty Score by Usage
Kiwibank's Customer Loyalty score was rated 100% by customers who have used Kiwibank's products/services for 5 to 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.
Kiwibank Product Quality
4/5
Kiwibank has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Kiwibank Product Information
Kiwibank’s product quality score is a 4 out of 5 as rated by its users and customers.
- Website
- www.kiwibank.co.nz
- Company Size
- 1,001-5,000 Employees
Quick Insights into Kiwibank Product Quality
Kiwibank's Product Quality score was rated highest by customers who have used Kiwibank's products/services for 5 to 10 Years.
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Ranked Kiwibank Product Quality the Highest
Kiwibank Product Quality Score by Usage
Kiwibank's Product Quality score was rated 4.3 stars by customers who have used Kiwibank's products/services for 5 to 10 Years.
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Kiwibank Pricing
Kiwibank ROI & Value For Money
3.7/5
Kiwibank has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Quick Insights into Kiwibank ROI
Kiwibank's ROI score was rated highest by customers who have used Kiwibank's products/services for 5 to 10 Years.
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Ranked Kiwibank ROI the Highest
Kiwibank ROI Score by Usage
Kiwibank's ROI score was rated 3.8 stars by customers who have used Kiwibank's products/services for 5 to 10 Years.
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Kiwibank Customer Satisfaction (CSAT)
Kiwibank Customer Satisfaction (CSAT) Score
100 / 100
Kiwibank has an overall Customer Satisfaction score of 100 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
75%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
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 Kiwibank Customer Satisfaction
Kiwibank's Customer Satisfaction score was rated highest by customers who have used Kiwibank's products/services for 5 to 10 Years.
Sign Up to unlock insights into how customers have ranked Kiwibank's Customer Satisfaction.
Ranked Kiwibank Customer Satisfaction the Highest
Kiwibank Customer Satisfaction Score by Usage
Kiwibank's Customer Satisfaction score was rated 100 points by customers who have used Kiwibank's products/services for 5 to 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Kiwibank Customer Service
4/5
Kiwibank has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Kiwibank's Customer Service
Address
Private Bag 39888, Lower Hutt, 6011 Bhutan
Website
www.kiwibank.co.nz
Quick Insights into Kiwibank Customer Service
Kiwibank's Customer Service score was rated highest by customers who have used Kiwibank's products/services for 5 to 10 Years.
Sign Up to unlock insights into how customers have ranked Kiwibank's Customer Service score.
Ranked Kiwibank Customer Service the Highest
Kiwibank Customer Service Score by Usage
Kiwibank's Customer Service score was rated 4.3 stars by customers who have used Kiwibank's products/services for 5 to 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Kiwibank as an Employer
4.2/5
Kiwibank has a 4.2/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Kiwibank scored a 13 for Net Promoter Score and a 28 for Employee Net Promoter Score. NPS gauges how likely a customer of Kiwibank would recommend the brand to a friend. ENPS measures how likely Kiwibank employees would recommend working at Kiwibank to a friend.
Net Promoter Score
13
NPS Score
| 42% | Promoters |
|---|---|
| 29% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
28
eNPS Score
| 55% | Promoters |
|---|---|
| 18% | Passive |
| 27% | Detractors |
