Net Promoter Score (N.P.S.)

The Net Promoter Score, launched in 2012, allows ING Luxembourg to hear the "Voice of the customer" and put them at the heart of the bank’s concerns. 

What is NPS®? 

"Net Promoter Score" (www.netpromoter.com) is a standard registered by Stametrix, recognised and used by leading international companies to measure and improve customer loyalty.

The method allows us to enter into a dialogue with our customers and improve their experience of our bank. 

How does it work? 

In practice, NPS® takes the form of a questionnaire sent by email to a sample of customers, asking them for their opinion of our products and services,

Every NPS® questionnaire begins with the question: "Would you recommend ING Luxembourg to a friend or colleague?" Depending on their response, from 0 (not at all) to 10 (absolutely), customers are divided into three categories: 

Promoters (score from 10 to 9) are enthusiastic and loyal customers who continue to buy and recommend the bank’s products and services.  Fence-sitters (score from 7 to 8) are customers who are satisfied but remain open to products and services offered by the competition. Detractors (score from 0 to 6) are dissatisfied customers who may convey a negative message to those around them. In order to calculate a company’s NPS®, you subtract the percentage of detractors from the percentage of promoter customers.

The resulting score indicates the strength of the relationship that exists between our customers and the ING brand.

After receiving their written feedback, some customers are contacted by telephone. The aim is to obtain more information and expand on certain aspects, whether the responses were positive or negative. This process is called "close the loop".

This cycle contributes to the dialogue already initiated with the customer via the questionnaire and is one of the differentiating characteristics of NPS ® compared with traditional satisfaction surveys. It allows us to better understand our customers’ expectations and focus on their needs.

We then analyse the results and establish action plans to improve our services and our customers’ satisfaction. 

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