Lloyds Banking Group Plc is a major British financial institution formed through the acquisition of HBOS by Lloyds TSB in 2009. The Group's history stems from the founding in 1695 by the Parliament of Scotland of the Bank of Scotland, which is the second oldest bank in the United Kingdom. The Group's headquarters is located at 25 Gresham Street in the City of London and its registered office is on The Mound in Edinburgh. Lloyds Banking Group's activities are organised into: Retail Banking ; Commercial; Life, Pensions & Insurance; and Wealth & International. Lloyds' has extensive overseas operations in the US, Europe, the Middle East and Asia.
Following the takeover, the Group stopped using the name HBOS publicly. The Halifax brand, products and pricing were discontinued in Scotland until reestablished in 2013. The Halifax and Lloyds Bank brands are used in England and Wales and the Bank of Scotland brand is used in Scotland, each offering different products and pricing. Lloyds Banking Group's CEO António Horta-Osório told The Banker, "We will keep the different brands because the customers are very different in terms of attitude".
|Subsidiaries||Lloyds Bank plc Bank of Scotland plc Scottish Widows Lloyds Development Capital Agricultural Mortgage Corporation Black Horse Lex Autolease|
|Products||Retail banking Commercial banking Private banking General insurance Life insurance Pensions Investment banking|
|Headquarters||Edinburgh, Scotland, UK (Registered office) London, England, UK (Operational headquarters)|
|Key people||Lord Blackwell (Chairman) António Horta Osório (Group Chief Executive)|
|Founded||1995; 22 years ago (1995) (Lloyds TSB Group)|
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 / Commercial 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 Lloyds Banking Group 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 Lloyds Banking Group 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.
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We have estimated the Net Promoter Score of Lloyds Banking Group Plc based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.