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Customer Insight Programme Faces

Customer Insight Programme

Net Promoter Score (NPS)

Over the past few years we’ve implemented a Customer Insight programme to measure your satisfaction with our performance and hear your feedback so we ensure we maintain the high standards of excellence you expect. We are highlighting this now as we will shortly be issuing the 2022 survey to our clients.

Client questionnaires

One important way for us to capture your satisfaction level is to ask for your feedback via a questionnaire.

The questionnaire uses the Net Promoter Scoring system which allows us to benchmark ourselves against our previous performances. It is based on the following scoring system:

9 - 10  - You are happy with our service

7 - 8  - You believe there are a number of areas for us to improve

0 - 6 - You are not satisfied with our service



The NPS is calculated by the subtraction of the percentage of clients who scored 0 – 6 (Detractor) from the percentage of clients who score 9 – 10 (Promoters).

Research has shown that some respondents believe 7 or 8 to be good scores as they are near the top end of the scale and are attached to very positive feedback. However these are excluded from the Net Promotor Score as the respondent is neither happy nor unhappy.

We always want all our clients to be happy with our service and feel comfortable to score us accordingly.  If you feel our service is not a 9 or a 10, please discuss this with your Relationship Manager and let us know what we can do to improve.


Net Promoter score calculation

Action plans

We are continuously making improvements to our services and put in place comprehensive action plans after receiving your feedback from our questionnaire.  

All the actions are tracked and shared every month with our Executive team. 

These action plans are very important and with senior management oversight, we can continue to enhance the service we provide to you.

Get in touch

If you have any feedback about our communications or our Customer Insight programme, please email