HSBC Holdings plc Net Promoter Score 2021 Benchmarks

Estimated Net Promoter Score is

-4

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.

Quick facts about HSBC Holdings plc

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)

What is Net Promoter Score?

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.

Learn more about NPS

Is HSBC Holdings plc's estimated NPS of -4 considered to be good?

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 / Savings Institutions is 0.

Browse NPS benchmarks

How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If HSBC Holdings plc 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 Holdings plc 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.

What is Customer.guru? Why is useful?

After successfully using Net Promoter Score for our own e-commerce projects,
 we have decided to let anyone benefit from what we've learned.



We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.

Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.

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Other companies with Net Promoter Score similar to HSBC Holdings plc

Company Industry Score
Ocado Consumer Brands / Grocery -4
Time Warner Cable Telecommunications / Cable/TV service -5
Sky Telecommunications / Cable/TV service -5
BBC Media / Cable/TV service -5
Time Warner Telecommunications / Cable/TV service -5
Telfort Telecommunications / Wireless Carrier -3
Comcast Consumer Brands / Car Manufacturers -3
Virgin Media Telecommunications / Cable/TV service -6
NatWest Business Banking Financial Services / Banking -6
Chase Financial Services / Banking -1

We have estimated the Net Promoter Score of HSBC Holdings plc based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.

Do you think this information is incorrect? Report incorrect information. Do you have more accurate data? Submit NPS score.