What our clients think of us
We want to know what clients think of us. So, we monitor our Net Promoter Score, both on individual processes and across the company.
Net Promoter Score (NPS) is calculated by working out the percentage of your promoters and deducting the percentage of your detractors. A positive Net Promoter Score is what you want to achieve and theory states that a score of +50 or above is outstanding.
So we ask the Net Promoter Score question at every opportunity – ‘How likely is it that you would recommend Foster Denovo to a friend or colleague?’ – and we’re absolutely delighted with the results.
The vast majority of the 10,000 respondents are promoters of Foster Denovo and our Net Promoter Score is a very impressive +69.
CustomerGauge’s most recent UK Net Promoter Score Industry Report states that the average NPS score for the financial services industry sits at +46. For context, the following companies are rated as: First Direct +73, Tesco Bank +38 and Santander UK +27. 
We also ask our clients how easy we are to do business with; 86% said we are ‘effortless’.
These results confirm that we really do put the client at the heart of all that we do.
 November 2018 | https://npsbenchmarks.com/industry/financial-services/banking
Net Promotor Score (NPS) is a management tool that can be used to gauge the loyalty of a firm’s customer relationships.