24
NPS
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Nations Trust Bank
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About Nations Trust Bank's Brand
Operator of a national bank intended to provide commercial banking products and services. The company's bank provides a range of financial services encompassing personal, commercial, investment, private banking, trade services, leasing, factoring, pawning, treasury and capital market services to its customers in Sri Lanka. Among its major competitors, Nations Trust Bank is ranked in 4th place for NPS while Pan Asia Banking Corporation is 1st, and Hatton National Bank Plc is 2nd.
Brand at a Glance
85%
Customer Loyalty
3.6/5
Product Quality
3.4/5
Pricing
3.5/5
Customer Service
Nations Trust Bank Ranking
- #4 / 4 of its competitors
Nations Trust Bank NPS
Nations Trust Bank's Net Promoter Score (NPS) is a 24 with 62% Promoters, 0% Passives, and 38% Detractors. Net Promoter Score tracks whether Nations Trust Bank's customers would recommend using the product based on a scale of -100 to 100.
Nations Trust Bank Overall NPS
| 62% | Promoters |
|---|---|
| 0% | Passives |
| 38% | Detractors |
Nations Trust Bank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2021 100 | Oct 2021 | 100 |
Jan 2022 50 | Jan 2022 | 50 |
Jul 2023 60 | Jul 2023 | 60 |
Apr 2024 33 | Apr 2024 | 33 |
May 2024 43 | May 2024 | 43 |
Sep 2024 50 | Sep 2024 | 50 |
Nov 2024 55 | Nov 2024 | 55 |
Jan 2025 60 | Jan 2025 | 60 |
Mar 2025 23 | Mar 2025 | 23 |
How Other Brands Compare
Nations Trust Bank is ranked #4 for NPS among its competitors. Pan Asia Banking Corporation and Hatton National Bank Plc come in first and second, with John Keells Holdings coming in at third.
Nations Trust Bank |  John Keells Holdings |  Pan Asia Banking Corporation |  Hatton National Bank Plc | |
| Global Ranking | #- | #839 | #- | #- |
| NPS | 24 | 33 | 100 | 37 |
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.
Nations Trust Bank NPS by Gender
Male customers rated Nations Trust Bank's NPS 150 points higher than Female customers.
Male
100
Nations Trust Bank's NPS was rated 100 by Male customers on Comparably.
100%
Promoters
0%
Passives
0%
Detractors
Female
-50
Nations Trust Bank's NPS was rated -50 by Female customers on Comparably.
25%
Promoters
0%
Passives
75%
Detractors
Nations Trust Bank NPS by Ethnicity
Nations Trust Bank's NPS was rated 24 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 24 | Asian or Pacific Islander | 24 |
Nations Trust Bank NPS by Age
Nations Trust Bank's NPS was rated 34 points by customers ages 31-35 on Comparably.
Nations Trust Bank NPS by Usage
Nations Trust Bank's NPS was rated 60 points by customers who have used Nations Trust Bank's products/services for Over 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years 60 | Over 10 Years | 60 |
Nations Trust Bank NPS vs. Competitors
Compared to its competitors, Nations Trust Bank's NPS is rated right below John Keells Holdings.
| COMPANY | NPS Score | |
|---|---|---|
| Pan Asia Banking Corporation | 100 |
| Hatton National Bank Plc | 37 |
| John Keells Holdings | 33 |
| Nations Trust Bank | 24 |
Nations Trust Bank Customer Reviews
Out of the 5 Nations Trust Bank customer reviews 4 were positive and 1 was constructive. Nations Trust 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
Nations Trust Bank 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 Nations Trust Bank users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Nations Trust Bank Customer Loyalty Score by Gender
Male customers rated Nations Trust Bank's Customer Loyalty score 22% higher than Female customers.
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Male
100%
Yes
Female
78%
Yes
Nations Trust Bank Customer Loyalty Score by Ethnicity
Nations Trust Bank's Customer Loyalty score was rated 89% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
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89
out of 100
Asian or Pacific Islander
Nations Trust Bank Customer Loyalty Score by Age
Nations Trust Bank's Customer Loyalty score was rated 100% by customers ages 31-35 on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
31-35 100% | 31-35 | 100% |
Nations Trust Bank Customer Loyalty Score by Usage
Nations Trust Bank's Customer Loyalty score was rated 100% by customers who have used Nations Trust Bank's products/services for Over 10 Years.
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Nations Trust Bank Customer Loyalty Score by Industry
Nations Trust Bank's Customer Loyalty score was rated 100% by Banking and Financial Services industry customers.
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Nations Trust Bank Customer Loyalty vs. Competitors
Compared to its competitors, Nations Trust Bank's Customer Loyalty score is rated right above Pan Asia Banking Corporation, and is preceded by John Keells Holdings.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Hatton National Bank Plc | 95% |
| John Keells Holdings | 91% |
| Nations Trust Bank | 85% |
| Pan Asia Banking Corporation | N/A |
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Nations Trust Bank Product Quality
3.6/5
Nations Trust Bank has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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Nations Trust Bank Product Information
Nations Trust Bank’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Nations Trust Bank's product the highest.
- Website
- www.nationstrust.com
- Company Size
- 1,001-5,000 Employees
Quick Insights into Nations Trust Bank Product Quality
Nations Trust Bank's Product Quality score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by Female customers.
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Ranked Nations Trust Bank Product Quality the Highest
Ranked Nations Trust Bank Product Quality the Lowest
Nations Trust Bank Product Quality Score by Gender
Male customers rated Nations Trust Bank's Product Quality score 3.4 stars higher than Female customers.
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Male
5/5
Female
1.6/5
Nations Trust Bank Product Quality Score by Ethnicity
Nations Trust Bank's Product Quality score was rated 3.3 stars by Asian or Pacific Islander customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.3 | Asian or Pacific Islander | 3.3 |
Nations Trust Bank Product Quality Score by Age
Nations Trust Bank's Product Quality score was rated 3.5 stars by customers ages 31-35 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 3.5 | 31-35 | 3.5 |
Nations Trust Bank Product Quality Score by Usage
Nations Trust Bank's Product Quality score was rated 4.1 stars by customers who have used Nations Trust Bank's products/services for Over 10 Years.
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Nations Trust Bank Product Quality Score by Industry
Nations Trust Bank's Product Quality score was rated 5 stars by Banking and Financial Services industry customers.
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Nations Trust Bank Product Quality vs. Competitors
Compared to its competitors, Nations Trust Bank's Product Quality score is rated right below Pan Asia Banking Corporation.
| COMPANY | Product Quality Score | |
|---|---|---|
| Hatton National Bank Plc | 4.3/5 |
| John Keells Holdings | 4.2/5 |
| Pan Asia Banking Corporation | 4/5 |
| Nations Trust Bank | 3.6/5 |
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Nations Trust Bank Pricing
Nations Trust Bank ROI & Value For Money
3.4/5
Nations Trust Bank has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Nations Trust 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 Banking and Financial Services industry.
Quick Insights into Nations Trust Bank ROI
Nations Trust Bank's ROI score was rated highest by Male customers, and rated lowest by Female customers.
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Ranked Nations Trust Bank ROI the Highest
Ranked Nations Trust Bank ROI the Lowest
Nations Trust Bank ROI Score by Gender
Male customers rated Nations Trust Bank's ROI score 3.3 stars higher than Female customers.
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Male
4.8/5
Female
1.5/5
Nations Trust Bank ROI Score by Ethnicity
Nations Trust Bank's ROI score was rated 3.2 stars by Asian or Pacific Islander customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Nations Trust Bank ROI Score by Age
Nations Trust Bank's ROI score was rated 3.5 stars by customers ages 31-35 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 3.5 | 31-35 | 3.5 |
Nations Trust Bank ROI Score by Usage
Nations Trust Bank's ROI score was rated 3.9 stars by customers who have used Nations Trust Bank's products/services for Over 10 Years.
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Nations Trust Bank ROI Score by Industry
Nations Trust Bank's ROI score was rated 4.7 stars by Banking and Financial Services industry customers.
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Nations Trust Bank Pricing vs. Competitors
Compared to its competitors, Nations Trust Bank's ROI score is rated right below John Keells Holdings.
| COMPANY | Pricing Score | |
|---|---|---|
| Pan Asia Banking Corporation | 5/5 |
| Hatton National Bank Plc | 4.1/5 |
| John Keells Holdings | 3.9/5 |
| Nations Trust Bank | 3.4/5 |
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Nations Trust Bank Customer Satisfaction (CSAT)
Nations Trust Bank Customer Satisfaction (CSAT) Score
70 / 100
Nations Trust 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
70%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
20%
Very Dissatisfied
10%
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 Nations Trust Bank Customer Satisfaction
Nations Trust Bank's Customer Satisfaction score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by Female customers.
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Ranked Nations Trust Bank Customer Satisfaction the Highest
Ranked Nations Trust Bank Customer Satisfaction the Lowest
Nations Trust Bank Customer Satisfaction Score by Gender
Male customers rated Nations Trust Bank's Customer Satisfaction score 67 points higher than Female customers.
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100 / 100
MaleVery Satisfied | 100% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
33 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 34% | |
Very Dissatisfied | 33% |
Nations Trust Bank Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Nations Trust Bank's Customer Satisfaction (CSAT) score was rated 67% according to Asian or Pacific Islander users and customers.
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67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
17%
Very Dissatisfied
16%
Nations Trust Bank Customer Satisfaction Score by Usage
Nations Trust Bank's Customer Satisfaction score was rated 75 points by customers who have used Nations Trust Bank's products/services for Over 10 Years.
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Nations Trust Bank Customer Satisfaction Score by Industry
Nations Trust Bank's Customer Satisfaction score was rated 100 points by Banking and Financial Services industry customers.
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}Nations Trust Bank Customer Satisfaction vs. Competitors
Compared to its competitors, Nations Trust Bank's Customer Satisfaction score is rated right below Hatton National Bank Plc.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Pan Asia Banking Corporation | 100% |
| John Keells Holdings | 95% |
| Hatton National Bank Plc | 86% |
| Nations Trust Bank | 70% |
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Nations Trust Bank Customer Service
3.5/5
Nations Trust Bank has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About Nations Trust Bank's Customer Service
Address
No.242, Union Place, Colombo, 20
Website
www.nationstrust.com
Phone Number
7
Quick Insights into Nations Trust Bank Customer Service
Nations Trust Bank's Customer Service score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by Female customers.
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Ranked Nations Trust Bank Customer Service the Highest
Ranked Nations Trust Bank Customer Service the Lowest
Nations Trust Bank Customer Service Score by Gender
Male customers rated Nations Trust Bank's Customer Service score 3.3 stars higher than Female customers.
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Male
4.9/5
Female
1.6/5
Nations Trust Bank Customer Service Score by Ethnicity
Nations Trust Bank's Customer Service score was rated 3.2 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Nations Trust Bank.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Nations Trust Bank Customer Service Score by Age
Nations Trust Bank's Customer Service score was rated 3.5 stars by customers ages 31-35 on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
31-35 3.5 | 31-35 | 3.5 |
Nations Trust Bank Customer Service Score by Usage
Nations Trust Bank's Customer Service score was rated 4 stars by customers who have used Nations Trust Bank's products/services for Over 10 Years.
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Nations Trust Bank Customer Service Score by Industry
Nations Trust Bank's Customer Service score was rated 4.9 stars by Banking and Financial Services industry customers.
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Nations Trust Bank Customer Service vs. Competitors
Compared to its competitors, Nations Trust Bank's Customer Service score is rated right above Pan Asia Banking Corporation, and is preceded by Hatton National Bank Plc.
| COMPANY | Customer Service Score | |
|---|---|---|
| John Keells Holdings | 4.1/5 |
| Hatton National Bank Plc | 4/5 |
| Nations Trust Bank | 3.5/5 |
| Pan Asia Banking Corporation | N/A |
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Nations Trust Bank as an Employer
Consumer vs. Employees
Nations Trust Bank scored a 24 for Net Promoter Score and a 20 for Employee Net Promoter Score. NPS gauges how likely a customer of Nations Trust Bank would recommend the brand to a friend. ENPS measures how likely Nations Trust Bank employees would recommend working at Nations Trust Bank to a friend.
Net Promoter Score
24
NPS Score
| 62% | Promoters |
|---|---|
| 0% | Passive |
| 38% | Detractors |
Employee Net Promoter Score
20
eNPS Score
| 40% | Promoters |
|---|---|
| 40% | Passive |
| 20% | Detractors |
