Citizens Financial Group, Inc. is an American bank headquartered in Providence, Rhode Island, which operates in the states of Connecticut, Delaware, Massachusetts, Michigan, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island and Vermont.
Citizens was a wholly owned subsidiary of The Royal Bank of Scotland Group. RBS sold its final 20.9% stake in the company in October 2015.
As of 2016, Citizens is the 20th-largest bank in the United States, and operates more than 1,200 branches and approximately 3,200 ATMs across 11 states under the Citizens Bank brand.
|Headquarters||Providence, Rhode Island, United States|
|Key people||Bruce Van Saun, Chairman and CEO|
|Traded as||NYSE: CFG S&P 500 Component|
|Total assets||US$139.14 billion (2016)|
|Total equity||US$19.6 billion (2015)|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Finance / Major Banks is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Citizens Financial Group, Inc. sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Citizens Financial Group, Inc. with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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We have estimated the Net Promoter Score of Citizens Financial Group, Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.