HSBC Holdings PLC is a British multinational banking and financial services holding company headquartered in London, United Kingdom. It is the world's sixth largest bank by total assets and the largest in Europe with total assets of US$2.374 trillion. It was established in its present form in London in 1991 by The Hongkong and Shanghai Banking Corporation Limited to act as a new group holding company. The origins of the bank lie mainly in Hong Kong and to a lesser extent in Shanghai, where branches were first opened in 1865. The HSBC name is derived from the initials of the Hongkong and Shanghai Banking Corporation. The company was first formally incorporated in 1866. The company continues to see both the United Kingdom and Hong Kong as its "home markets".
HSBC has around 4,000 offices in 70 countries and territories across Africa, Asia, Oceania, Europe, North America and South America, and around 37 million customers. As of 2014, it was the world's sixth-largest public company, according to a composite measure by Forbes magazine.
| Founded | First established on 3 March 1865; 152 years ago (1865-03-03) in Hong Kong (as The Hongkong and Shanghai Bank) First incorporated on 14 August 1866; 150 years ago (1866-08-14) (as The Hongkong and Shanghai Banking Corporation) 25 March 1991; 26 years ago (1991-03-25) (as HSBC Holdings plc, as parent holding company to the entity in Hong Kong now as a subsidiary) |
|---|---|
| Subsidiaries | Hongkong and Shanghai Banking Corporation, HSBC Bank plc, HSBC Bank USA, HSBC Bank India, HSBC Mexico, HSBC Bank Malaysia, HSBC Bank Middle East, HSBC Finance, Hang Seng Bank |
| Services | Retail banking, corporate banking, investment banking, mortgage loans, private banking, wealth management, credit cards, finance and insurance |
| Key people | Douglas Flint (Group Chairman) Stuart Gulliver (Group Chief Executive) |
| Traded as | LSE: HSBA SEHK: 0005 NYSE: HSBC (ADR) FTSE 100 Component |
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 Financial Services / Banking is 18.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If HSBC 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 HSBC 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.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| HSBC | -14 |
| Wells Fargo & Company | -12 |
| RBS Business Banking | -17 |
| Golomt Bank | -11 |
| RBS Personal Banking | -18 |
| NatWest Business Banking | -6 |
| Bank of America | -24 |
| Santander | -25 |
| Chase | -1 |
| Fifth Third Bank | 1 |
| Score | Date | Source |
|---|---|---|
|
-14
|
2014-03-13 | http://customergauge.com/news/2014-net-promoter-benchmarks/ |
|
-24
|
2013-04-01 | http://wordofmouthindex.com/womi-scores/top-100-brands/ |
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