-48
NPS
Learn More about Brand Intelligence Solutions
Find out what hundreds of thousands of customers are saying about your brand, your competitors and others in the industry
Thank you for inquiring about Comparably's Brand Intelligence Solutions
A member from Comparably's team member will be reaching out shortly to set up a time to speak about our Brand Intelligence Solutions
Brand Page
SunTrust Banks
Marketing or Exec? Claim Your Free Account
About SunTrust Banks' Brand
"SunTrust Banks, a commercial banking organization, is a diversified financial services holding company providing a wide range of financial services."
Brand at a Glance
79%
Customer Loyalty
2.1/5
Product Quality
1.9/5
Pricing
1.9/5
Customer Service
SunTrust Banks CMO
Susan Somersille Johnson
Ms. Susan Somersille Johnson has been Chief Marketing Officer and Corporate Executive Vice President of SunTrust Banks, Inc. since August 11, 2014. Ms. Johnson served as Vice President of Global Marketing at NCR Corp. from April 16, 2012 to August 2014. In this role, Ms. Johnson oversaw NCR's worldwide marketing, communications and business intelligence programs to drive increased awareness and consideration of NCR products and services. She served as Global Head of Operator Marketing at Nokia. While at Nokia, she developed and deployed targeted initiatives that drove customer demand, setting record levels of performance for Nokia channel partners around the world. Prior to that, she held leadership roles in a number of technology organizations, including Nuance Communications, Fujitsu and Apple. She has been a Director of Constellation Brands, Inc. July 18, 2017. She holds a BS degree in Engineering Sciences from Harvard University (cross-registered at MIT) and an MBA in Finance from The Wharton School.
SunTrust Banks NPS
SunTrust Banks's Net Promoter Score (NPS) is a -48 with 23% Promoters, 6% Passives, and 71% Detractors. Net Promoter Score tracks whether SunTrust Banks's customers would recommend using the product based on a scale of -100 to 100.
SunTrust Banks Overall NPS
| 23% | Promoters |
|---|---|
| 6% | Passives |
| 71% | Detractors |
SunTrust Banks NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2023 -50 | Nov 2023 | -50 |
Feb 2024 -50 | Feb 2024 | -50 |
Mar 2024 -50 | Mar 2024 | -50 |
Apr 2024 -48 | Apr 2024 | -48 |
Oct 2024 -46 | Oct 2024 | -46 |
Nov 2024 -49 | Nov 2024 | -49 |
Jan 2025 -47 | Jan 2025 | -47 |
Mar 2025 -47 | Mar 2025 | -47 |
Apr 2025 -47 | Apr 2025 | -47 |
May 2025 -49 | May 2025 | -49 |
Nov 2025 -49 | Nov 2025 | -49 |
Dec 2025 -48 | Dec 2025 | -48 |
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.
SunTrust Banks NPS by Gender
Male customers rated SunTrust Banks's NPS 25 points higher than Female customers.
Male
-57
SunTrust Banks's NPS was rated -57 by Male customers on Comparably.
20%
Promoters
3%
Passives
77%
Detractors
Female
-82
SunTrust Banks's NPS was rated -82 by Female customers on Comparably.
7%
Promoters
4%
Passives
89%
Detractors
SunTrust Banks NPS by Ethnicity
SunTrust Banks's NPS was rated the highest by African American/Black customers, and the lowest by Asian or Pacific Islander customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -87 | Caucasian | -87 |
African American/Black -34 | African American/Black | -34 |
Asian or Pacific Islander -100 | Asian or Pacific Islander | -100 |
Other -37 | Other | -37 |
SunTrust Banks NPS by Age
SunTrust Banks's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.
SunTrust Banks NPS by Usage
SunTrust Banks's NPS was rated the highest by customers who have used SunTrust Banks's products/services for 1 to 2 Years, and the lowest by customers with 5 to 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 0 | 1 to 2 Years | 0 |
2 to 5 Years -66 | 2 to 5 Years | -66 |
5 to 10 Years -86 | 5 to 10 Years | -86 |
Over 10 Years -84 | Over 10 Years | -84 |
SunTrust Banks Customer Reviews
Out of the 31 SunTrust Banks customer reviews 3 were positive and 28 were constructive. SunTrust Banks 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
SunTrust Banks Customer Loyalty
79%
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.
79% of SunTrust Banks 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?"
SunTrust Banks Customer Loyalty Score by Gender
Female customers rated SunTrust Banks's Customer Loyalty score 4% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of SunTrust Banks.
Male
79%
Yes
Female
83%
Yes
SunTrust Banks Customer Loyalty Score by Ethnicity
SunTrust Banks's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of SunTrust Banks.
78
out of 100
Caucasian
100
out of 100
African American/Black
70
out of 100
Asian or Pacific Islander
92
out of 100
Other
SunTrust Banks Customer Loyalty Score by Age
SunTrust Banks's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of SunTrust Banks.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 82% | 18-25 | 82% |
31-35 100% | 31-35 | 100% |
46-50 64% | 46-50 | 64% |
51-55 61% | 51-55 | 61% |
61-65 91% | 61-65 | 91% |
66+ 76% | 66+ | 76% |
SunTrust Banks Customer Loyalty Score by Usage
SunTrust Banks's Customer Loyalty score was rated the highest by customers who have used SunTrust Banks'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.
SunTrust Banks Customer Loyalty Score by Industry
SunTrust Banks's Customer Loyalty score was rated the highest by Business and Consumer Services industry customers, and the lowest by Healthcare, Hospitals and Medicine 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.
SunTrust Banks Product Quality
2.1/5
SunTrust Banks has an overall Product Quality score of 2.1 out of 5 stars rated by its users and customers.
Sign Up to unlock SunTrust Banks' overall Product Quality score rated by its users and customers.
SunTrust Banks Product Information
SunTrust Banks’s product quality score is a 2.1 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated SunTrust Banks's product the highest. Reviewers from the Accounting industry rated SunTrust Banks the lowest at 1.5.
- Website
- https://www.suntrust.com/
- Company Size
- 10,000+ Employees
Industry
FinTech
Quick Insights into SunTrust Banks Product Quality
SunTrust Banks's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers who have used SunTrust Banks's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked SunTrust Banks' Product Quality.
Ranked SunTrust Banks Product Quality the Highest
Ranked SunTrust Banks Product Quality the Lowest
SunTrust Banks Product Quality Score by Gender
Male customers rated SunTrust Banks's Product Quality score 0.2 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of SunTrust Banks.
Male
1.7/5
Female
1.5/5
SunTrust Banks Product Quality Score by Ethnicity
SunTrust Banks's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of SunTrust Banks.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2.5 | African American/Black | 2.5 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 2.2 | Other | 2.2 |
SunTrust Banks Product Quality Score by Age
SunTrust Banks's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of SunTrust Banks.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
31-35 1.9 | 31-35 | 1.9 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
61-65 1.6 | 61-65 | 1.6 |
66+ 1.5 | 66+ | 1.5 |
SunTrust Banks Product Quality Score by Usage
SunTrust Banks's Product Quality score was rated the highest by customers who have used SunTrust Banks'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.
SunTrust Banks Product Quality Score by Industry
SunTrust Banks's Product Quality score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
SunTrust Banks Pricing
SunTrust Banks ROI & Value For Money
1.9/5
SunTrust Banks has a value for money and ROI score of 1.9 out of 5 stars rated by its users and customers.
Sign Up to unlock SunTrust Banks' overall ROI score rated by its users and customers.
SunTrust Banks 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 Tech industry. The users from the Accounting industry think that they had the lowest ROI from SunTrust Banks.
Quick Insights into SunTrust Banks ROI
SunTrust Banks's ROI score was rated highest by customers ages 18-25, and rated lowest by customers who have used SunTrust Banks's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked SunTrust Banks' ROI score.
Ranked SunTrust Banks ROI the Highest
Ranked SunTrust Banks ROI the Lowest
SunTrust Banks ROI Score by Gender
Male customers rated SunTrust Banks's ROI score 0.2 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of SunTrust Banks.
Male
1.7/5
Female
1.5/5
SunTrust Banks ROI Score by Ethnicity
SunTrust Banks's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of SunTrust Banks.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2.1 | African American/Black | 2.1 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 2 | Other | 2 |
SunTrust Banks ROI Score by Age
SunTrust Banks's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of SunTrust Banks.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
31-35 1.7 | 31-35 | 1.7 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
SunTrust Banks ROI Score by Usage
SunTrust Banks's ROI score was rated the highest by customers who have used SunTrust Banks'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 ROI by Usage data.
SunTrust Banks ROI Score by Industry
SunTrust Banks's ROI score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
SunTrust Banks Customer Satisfaction (CSAT)
SunTrust Banks Customer Satisfaction (CSAT) Score
27 / 100
SunTrust Banks has an overall Customer Satisfaction score of 27 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
21%
Satisfied
6%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
12%
Very Dissatisfied
50%
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 SunTrust Banks Customer Satisfaction
SunTrust Banks's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
Sign Up to unlock insights into how customers have ranked SunTrust Banks' Customer Satisfaction.
Ranked SunTrust Banks Customer Satisfaction the Highest
Ranked SunTrust Banks Customer Satisfaction the Lowest
SunTrust Banks Customer Satisfaction Score by Gender
Male customers rated SunTrust Banks's Customer Satisfaction score 14 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of SunTrust Banks.
22 / 100
MaleVery Satisfied | 16% | |
|---|---|---|
Satisfied | 6% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 16% | |
Very Dissatisfied | 56% |
8 / 100
FemaleVery Satisfied | 4% | |
|---|---|---|
Satisfied | 4% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 13% | |
Very Dissatisfied | 75% |
SunTrust Banks Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
SunTrust Banks' Customer Satisfaction (CSAT) score was rated 6% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of SunTrust Banks.
6 / 100
Very Satisfied
6%
Satisfied
0%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
17%
Very Dissatisfied
74%
CSAT according to African American/Black
SunTrust Banks' Customer Satisfaction (CSAT) score was rated 40% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of SunTrust Banks.
40 / 100
Very Satisfied
40%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
20%
Very Dissatisfied
40%
CSAT according to Asian or Pacific Islander
SunTrust Banks' Customer Satisfaction (CSAT) score was rated 0% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of SunTrust Banks.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
CSAT according to Other
SunTrust Banks' Customer Satisfaction (CSAT) score was rated 37% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of SunTrust Banks.
37 / 100
Very Satisfied
9%
Satisfied
28%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
9%
Very Dissatisfied
45%
SunTrust Banks Customer Satisfaction Score by Age
SunTrust Banks's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of SunTrust Banks.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 31-35 | 25% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 0% | |||||||||||||||
| 61-65 | 13% | |||||||||||||||
| 66+ | 8% |
SunTrust Banks Customer Satisfaction Score by Usage
SunTrust Banks's Customer Satisfaction score was rated the highest by customers who have used SunTrust Banks's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
SunTrust Banks Customer Satisfaction Score by Industry
SunTrust Banks's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "SunTrust Banks Customer Satisfaction Score by Industry",
"text": "SunTrust Banks's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 43,
"stars": 0,
"csatScore": 43,
"text": "SunTrust Banks's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 43
},
{
"label": "Accounting",
"groupId": 495,
"score": 20,
"stars": 0,
"csatScore": 20,
"text": "SunTrust Banks's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 20
},
{
"label": "Consulting",
"groupId": 511,
"score": 34,
"stars": 0,
"csatScore": 34,
"text": "SunTrust Banks's Customer Satisfaction score is rated by Consulting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 34
},
{
"label": "Education",
"groupId": 515,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "SunTrust Banks's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "SunTrust Banks's Customer Satisfaction score is rated by Government and Public Policy customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "SunTrust Banks's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
}
]
}SunTrust Banks Customer Service
1.9/5
SunTrust Banks has an overall Customer Service score of 1.9 out of 5 stars rated by its users and customers.
Sign Up to unlock SunTrust Banks' overall Customer Service score rated by its users and customers.
About SunTrust Banks's Customer Service
Address
Atlanta, GA
Website
https://www.suntrust.com/
Quick Insights into SunTrust Banks Customer Service
SunTrust Banks's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers who have used SunTrust Banks's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked SunTrust Banks' Customer Service score.
Ranked SunTrust Banks Customer Service the Highest
Ranked SunTrust Banks Customer Service the Lowest
SunTrust Banks Customer Service Score by Gender
Male customers rated SunTrust Banks's Customer Service score 0.2 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of SunTrust Banks.
Male
1.7/5
Female
1.5/5
SunTrust Banks Customer Service Score by Ethnicity
SunTrust Banks's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of SunTrust Banks.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2.3 | African American/Black | 2.3 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 2.2 | Other | 2.2 |
SunTrust Banks Customer Service Score by Age
SunTrust Banks's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of SunTrust Banks.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
31-35 1.7 | 31-35 | 1.7 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
SunTrust Banks Customer Service Score by Usage
SunTrust Banks's Customer Service score was rated the highest by customers who have used SunTrust Banks'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.
SunTrust Banks Customer Service Score by Industry
SunTrust Banks's Customer Service score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
SunTrust Banks as an Employer
3.2/5
SunTrust Banks has a 3.2/5 stars for its overall company culture rated by their employees
top
50%
Consumer vs. Employees
SunTrust Banks scored a -48 for Net Promoter Score and a -2 for Employee Net Promoter Score. NPS gauges how likely a customer of SunTrust Banks would recommend the brand to a friend. ENPS measures how likely SunTrust Banks employees would recommend working at SunTrust Banks to a friend.
Net Promoter Score
-48
NPS Score
| 23% | Promoters |
|---|---|
| 6% | Passive |
| 71% | Detractors |
Employee Net Promoter Score
-2
eNPS Score
| 35% | Promoters |
|---|---|
| 28% | Passive |
| 37% | Detractors |
