In 2018, GlobalData’s Retail Banking Survey highlighted the importance of Net Promoter Score (NPS) in supporting customer acquisition.

The research indicated that 44% of millennials chose their current mortgage provider due to a recommendation from friends and families. 37% took out their most recent loan for the same reason.

In addition, the survey identified three positive sentiments that promoters had in common: being easy to deal with, helpful staff, and trust.

Demonstrating its commitment to delivering a high standard of service to its customers, and achieving the above sentiments, is Yorkshire Building Society (YBS), which has recently increased its NPS to 61.

Whilst the member-owned building society has been in business for 150 years, it recognises that moving with the times is integral to adding value for all of its customers.

https://www.ybs.co.uk/