Estimated Net Promoter Score is
Tompkins Financial Corporation is a small, diversified financial services company based in Ithaca, New York. It is the parent of the Tompkins Trust Company, as well as several other banks, an insurance agency, and a wealth management division.
The bank traces its history to 1836, when the Tompkins County Bank was chartered by a special act of the New York State Assembly. After the National Bank Act of 1864, it was reorganized into the Tompkins County National Bank. In 1891, the Ithaca Trust Company was formed; in 1935, the two banks merged into the Tompkins County Trust Company. For many years the bank was associated with the locally-prominent Treman family; the last family member to be President, Charles E. Treman, Jr., served from 1960 to 1978. From 1978 to 1989, the bank was led by Raymond Van Houtte, a late opponent of the Glass–Steagall Act.
Under the leadership of James J. Byrnes, CEO from 1989 to 2003, the Trust Company began to expand. In 1995 the bank created a holding company for itself, Tompkins Trustco, which was renamed in 2007 to Tompkins Financial. In 1996, the bank opened its first branch outside of Tompkins County, with the purchase of a small branch office in Odessa, New York. In 2000, it acquired the Bank of Castile in Western New York and Mahopac National Bank in the Hudson Valley. While most of the banks Tompkins Financial has acquired have kept their separate identities, in 2008 it paid $30.2 million for Sleepy Hollow Bank and merged its assets into Mahopac National Bank. In 2012, Tompkins Financial acquired VIST Bank in suburban Philadelphia, paying $109.1 million.
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 Tompkins Financial Corporation 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 Tompkins Financial Corporation 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.
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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We have estimated the Net Promoter Score of Tompkins Financial Corporation based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.