17
NPS
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UMB Banks
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About UMB Banks' Brand
UMB Financial Corporation is a financial services holding company headquartered in Kansas City, Mo.
Brand at a Glance
70%
Customer Loyalty
3.2/5
Product Quality
3.3/5
Pricing
3.2/5
Customer Service
UMB Banks NPS
UMB Banks's Net Promoter Score (NPS) is a 17 with 51% Promoters, 15% Passives, and 34% Detractors. Net Promoter Score tracks whether UMB Banks's customers would recommend using the product based on a scale of -100 to 100.
UMB Banks Overall NPS
| 51% | Promoters |
|---|---|
| 15% | Passives |
| 34% | Detractors |
UMB Banks NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2023 40 | Mar 2023 | 40 |
May 2023 33 | May 2023 | 33 |
Aug 2023 30 | Aug 2023 | 30 |
Nov 2023 26 | Nov 2023 | 26 |
Feb 2024 29 | Feb 2024 | 29 |
Mar 2024 24 | Mar 2024 | 24 |
Apr 2024 20 | Apr 2024 | 20 |
Jun 2024 17 | Jun 2024 | 17 |
Jul 2024 13 | Jul 2024 | 13 |
Aug 2024 8 | Aug 2024 | 8 |
Sep 2024 15 | Sep 2024 | 15 |
Jan 2025 17 | Jan 2025 | 17 |
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.
UMB Banks NPS by Gender
Female customers rated UMB Banks's NPS 87 points higher than Male customers.
Male
-76
UMB Banks's NPS was rated -76 by Male customers on Comparably.
12%
Promoters
0%
Passives
88%
Detractors
Female
11
UMB Banks's NPS was rated 11 by Female customers on Comparably.
49%
Promoters
13%
Passives
38%
Detractors
UMB Banks NPS by Ethnicity
UMB Banks's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -40 | Caucasian | -40 |
African American/Black -50 | African American/Black | -50 |
Other -50 | Other | -50 |
UMB Banks NPS by Age
UMB Banks's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
UMB Banks NPS by Usage
UMB Banks's NPS was rated the highest by customers who have used UMB Banks's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 0 | 1 to 2 Years | 0 |
2 to 5 Years 34 | 2 to 5 Years | 34 |
Over 10 Years -100 | Over 10 Years | -100 |
UMB Banks Customer Reviews
Out of the 5 UMB Banks customer reviews 1 was positive and 4 were constructive. UMB 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
UMB Banks Customer Loyalty
70%
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.
70% of UMB Banks users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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UMB Banks Customer Loyalty Score by Gender
Female customers rated UMB Banks's Customer Loyalty score 23% higher than Male customers.
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Male
55%
Yes
Female
78%
Yes
UMB Banks Customer Loyalty Score by Ethnicity
UMB Banks's Customer Loyalty score was rated the highest by African American/Black 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 UMB Banks.
64
out of 100
Caucasian
78
out of 100
African American/Black
55
out of 100
Other
UMB Banks Customer Loyalty Score by Age
UMB Banks's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of UMB Banks.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 40% | 36-40 | 40% |
56-60 55% | 56-60 | 55% |
UMB Banks Customer Loyalty Score by Usage
UMB Banks's Customer Loyalty score was rated 70% by customers who have used UMB Banks's products/services for 1 to 2 Years, and by customers with Over 10 Years 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.
UMB Banks Customer Loyalty Score by Industry
UMB Banks's Customer Loyalty score was rated 55% by Tech industry customers.
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UMB Banks Product Quality
3.2/5
UMB Banks has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
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UMB Banks Product Information
UMB Banks’s product quality score is a 3.2 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated UMB Banks's product the highest.
- Website
- https://www.umb.com/
- Company Size
- 1,001-5,000 Employees
Industry
Tech
FinTech
Quick Insights into UMB Banks Product Quality
UMB Banks's Product Quality score was rated highest by customers who have used UMB Banks's products/services for 1 to 2 Years, and rated lowest by customers ages 56-60.
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Ranked UMB Banks Product Quality the Highest
Ranked UMB Banks Product Quality the Lowest
UMB Banks Product Quality Score by Gender
Female customers rated UMB Banks's Product Quality score 1.4 stars higher than Male customers.
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Male
2/5
Female
3.4/5
UMB Banks Product Quality Score by Ethnicity
UMB Banks's Product Quality score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of UMB Banks.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
African American/Black 1.9 | African American/Black | 1.9 |
Other 1.9 | Other | 1.9 |
UMB Banks Product Quality Score by Age
UMB Banks's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of UMB Banks.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 2.6 | 36-40 | 2.6 |
56-60 1.5 | 56-60 | 1.5 |
UMB Banks Product Quality Score by Usage
UMB Banks's Product Quality score was rated the highest by customers who have used UMB Banks's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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UMB Banks Product Quality Score by Industry
UMB Banks's Product Quality score was rated 1.6 stars by Tech industry customers.
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UMB Banks Pricing
UMB Banks ROI & Value For Money
3.3/5
UMB Banks has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
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UMB 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.
Quick Insights into UMB Banks ROI
UMB Banks's ROI score was rated highest by customers who have used UMB Banks's products/services for 1 to 2 Years, and rated lowest by customers who have used UMB Banks's products/services for Over 10 Years.
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Ranked UMB Banks ROI the Highest
Ranked UMB Banks ROI the Lowest
UMB Banks ROI Score by Gender
Female customers rated UMB Banks's ROI score 1.2 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of UMB Banks.
Male
2/5
Female
3.2/5
UMB Banks ROI Score by Ethnicity
UMB Banks's ROI score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of UMB Banks.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
African American/Black 2.1 | African American/Black | 2.1 |
Other 1.7 | Other | 1.7 |
UMB Banks ROI Score by Age
UMB Banks's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of UMB Banks.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 3.1 | 36-40 | 3.1 |
56-60 1.5 | 56-60 | 1.5 |
UMB Banks ROI Score by Usage
UMB Banks's ROI score was rated the highest by customers who have used UMB 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.
UMB Banks ROI Score by Industry
UMB Banks's ROI score was rated 2 stars by Tech industry customers.
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UMB Banks Customer Satisfaction (CSAT)
UMB Banks Customer Satisfaction (CSAT) Score
50 / 100
UMB Banks has an overall Customer Satisfaction score of 50 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
19%
Satisfied
31%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
4%
Very Dissatisfied
35%
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 UMB Banks Customer Satisfaction
UMB Banks's Customer Satisfaction score was rated highest by customers who have used UMB Banks's products/services for 1 to 2 Years, and rated lowest by customers who have used UMB Banks's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked UMB Banks' Customer Satisfaction.
Ranked UMB Banks Customer Satisfaction the Highest
Ranked UMB Banks Customer Satisfaction the Lowest
UMB Banks Customer Satisfaction Score by Gender
Female customers rated UMB Banks's Customer Satisfaction score 36 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of UMB Banks.
14 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 14% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 14% | |
Very Dissatisfied | 72% |
50 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 50% |
UMB Banks Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
UMB Banks' Customer Satisfaction (CSAT) score was rated 40% according to Caucasian users and customers.
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40 / 100
Very Satisfied
20%
Satisfied
20%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
60%
CSAT according to African American/Black
UMB Banks' Customer Satisfaction (CSAT) score was rated 25% according to African American/Black users and customers.
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25 / 100
Very Satisfied
0%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
75%
CSAT according to Other
UMB Banks' Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of UMB Banks.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
Very Dissatisfied
75%
UMB Banks Customer Satisfaction Score by Age
UMB Banks's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of UMB Banks.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 36-40 | 67% | |||||||||||||||
| 56-60 | 0% |
UMB Banks Customer Satisfaction Score by Usage
UMB Banks's Customer Satisfaction score was rated the highest by customers who have used UMB Banks's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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UMB Banks Customer Satisfaction Score by Industry
UMB Banks's Customer Satisfaction score was rated 0 points by Tech industry customers.
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"title": "UMB Banks Customer Satisfaction Score by Industry",
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"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "UMB Banks's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
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}UMB Banks Customer Service
3.2/5
UMB Banks has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.
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About UMB Banks's Customer Service
Address
Kansas City, MO
Website
https://www.umb.com/
Phone Number
816-860-7000
Quick Insights into UMB Banks Customer Service
UMB Banks's Customer Service score was rated highest by customers who have used UMB Banks's products/services for 1 to 2 Years, and rated lowest by customers who have used UMB Banks's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked UMB Banks' Customer Service score.
Ranked UMB Banks Customer Service the Highest
Ranked UMB Banks Customer Service the Lowest
UMB Banks Customer Service Score by Gender
Female customers rated UMB Banks's Customer Service score 1.7 stars higher than Male customers.
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Male
1.7/5
Female
3.4/5
UMB Banks Customer Service Score by Ethnicity
UMB Banks's Customer Service score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of UMB Banks.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
African American/Black 2.1 | African American/Black | 2.1 |
Other 1.9 | Other | 1.9 |
UMB Banks Customer Service Score by Age
UMB Banks's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of UMB Banks.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 3.3 | 36-40 | 3.3 |
56-60 1.5 | 56-60 | 1.5 |
UMB Banks Customer Service Score by Usage
UMB Banks's Customer Service score was rated the highest by customers who have used UMB Banks's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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UMB Banks Customer Service Score by Industry
UMB Banks's Customer Service score was rated 1.7 stars by Tech industry customers.
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UMB Banks as an Employer
3.7/5
UMB Banks has a 3.7/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
UMB Banks scored a 17 for Net Promoter Score and a 9 for Employee Net Promoter Score. NPS gauges how likely a customer of UMB Banks would recommend the brand to a friend. ENPS measures how likely UMB Banks employees would recommend working at UMB Banks to a friend.
Net Promoter Score
17
NPS Score
| 51% | Promoters |
|---|---|
| 15% | Passive |
| 34% | Detractors |
Employee Net Promoter Score
9
eNPS Score
| 53% | Promoters |
|---|---|
| 3% | Passive |
| 44% | Detractors |
