29
NPS
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Brand Page
Public Bank
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About Public Bank's Brand
Brand at a Glance
85%
Customer Loyalty
3.8/5
Product Quality
3.5/5
Pricing
3.5/5
Customer Service
Public Bank NPS
Public Bank's Net Promoter Score (NPS) is a 29 with 43% Promoters, 43% Passives, and 14% Detractors. Net Promoter Score tracks whether Public Bank's customers would recommend using the product based on a scale of -100 to 100.
Public Bank Overall NPS
| 43% | Promoters |
|---|---|
| 43% | Passives |
| 14% | Detractors |
Public Bank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2021 -100 | Dec 2021 | -100 |
Aug 2022 -50 | Aug 2022 | -50 |
Sep 2022 0 | Sep 2022 | 0 |
Oct 2022 0 | Oct 2022 | 0 |
Oct 2023 20 | Oct 2023 | 20 |
Jan 2024 17 | Jan 2024 | 17 |
Apr 2024 27 | Apr 2024 | 27 |
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.
Public 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 Public 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?"
Public Bank Product Quality
3.8/5
Public Bank has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Public Bank Product Information
Public Bank’s product quality score is a 3.8 out of 5 as rated by its users and customers.
- Website
- www.publicbank.com.my
- Company Size
- 10,000+ Employees
Public Bank Pricing
Public Bank ROI & Value For Money
3.5/5
Public Bank has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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Public Bank Customer Satisfaction (CSAT)
Public Bank Customer Satisfaction (CSAT) Score
75 / 100
Public Bank has an overall Customer Satisfaction score of 75 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
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
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.
Public Bank Customer Service
3.5/5
Public 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 Public Bank's Customer Service
Address
146, Jalan Ampang, Kuala Lumpur, 50450 Bermuda
Website
www.publicbank.com.my
Phone Number
7
Public Bank as an Employer
Consumer vs. Employees
Public Bank scored a 29 for Net Promoter Score and a 0 for Employee Net Promoter Score. NPS gauges how likely a customer of Public Bank would recommend the brand to a friend. ENPS measures how likely Public Bank employees would recommend working at Public Bank to a friend.
Net Promoter Score
29
NPS Score
| 43% | Promoters |
|---|---|
| 43% | Passive |
| 14% | Detractors |
Employee Net Promoter Score
0
eNPS Score
| 40% | Promoters |
|---|---|
| 20% | Passive |
| 40% | Detractors |
