Wells Fargo & Company is an American international banking and financial services holding company headquartered in San Francisco, California, with "hubquarters" throughout the country. It is the world's second-largest bank by market capitalization and the third largest bank in the U.S. by assets. In July 2015, Wells Fargo became the world's largest bank by market capitalization, edging past ICBC, before slipping behind JP Morgan Chase in September 2016, in the wake of a scandal involving the creation of over 2 million fake bank accounts by thousands of Wells Fargo employees. Wells Fargo surpassed Citigroup Inc. to become the third-largest U.S. bank by assets at the end of 2015. Wells Fargo is the second-largest bank in deposits, home mortgage servicing, and debit cards. The firm's primary U.S. operating subsidiary is national bank Wells Fargo Bank, N.A., which designates its main office as Sioux Falls, South Dakota.
In 2016, Wells Fargo ranked 7th on the Forbes Magazine Global 2000 list of largest public companies in the world and ranked 27th on the Fortune 500 list of largest companies in the United States. In 2015, the company was ranked the 22nd most admired company in the world, and the 7th most respected company in the world. As of October 2015, the company had a credit rating of AA−. However, for a brief period in 2007, the company was the only AAA-rated bank, reflecting the highest credit rating from two firms.
| Products | Asset management, brokerage services, commercial banking, commodities, consumer banking, corporate banking, credit cards, consumer finance, equities trading, finance and insurance, foreign currency exchange, foreign exchange trading, futures and options trading, insurance, investment banking, investment management, money market trading, mortgage loans, prime brokerage, private banking, retail banking, retail brokerage, risk management, treasury and security services, underwriting, wealth management |
|---|---|
| Predecessors | Crocker National Bank First Interstate Bancorp Bank of North America First Security Corporation Norwest Corporation Wachovia |
| Key people | Stephen Sanger (Chairman) Elizabeth Duke (Vice Chair) Timothy J. Sloan (President and CEO) |
| Founded | March 18, 1852; 165 years ago (1852-03-18) New York City, New York, United States |
| Traded as | NYSE: WFC S&P 100 Component S&P 500 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 Wells Fargo & Company 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 Wells Fargo & Company 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 |
|---|---|
| Wells Fargo & Company | -12 |
| Golomt Bank | -11 |
| HSBC | -14 |
| RBS Business Banking | -17 |
| RBS Personal Banking | -18 |
| NatWest Business Banking | -6 |
| Chase | -1 |
| Bank of America | -24 |
| Santander | -25 |
| Fifth Third Bank | 1 |
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