WEST READING, PA — Customers Bank, a subsidiary of Customers Bancorp (NYSE: CUBI), has unveiled its first annual Net Promoter Score (NPS), earning an impressive 73. This score places the bank well above the financial services industry average of 41, reflecting its strong commitment to exceptional customer service and satisfaction.
The NPS metric, widely regarded across industries, gauges customer loyalty based on their willingness to recommend a company to others. With scores ranging from zero to 100, NPS is a powerful indicator of customer relationships, categorizing respondents into promoters, passives, or detractors. A high NPS is associated with loyal clients who are more likely to generate referrals, reduce service costs, and maintain long-term relationships.
Customers Bank attributes its success to its unique high-touch, single point of contact business model, which ensures personal, dedicated service for each client. This approach has become a hallmark of the bank’s operations and continues to differentiate it in the competitive financial sector.
“Exceptional client service is not just a priority for us; it’s the cornerstone of our culture and the key to our success,” said Sam Sidhu, president and CEO of Customers Bank. “This focus is so central to who we are, it’s embedded in our name. I’m immensely proud of our score, which places us among the top of the financial services industry. Our ranking is also above the scores of many service-oriented consumer brands. These results are a testament to our team and their commitment to wow each stakeholder.”
Customers Bank’s strong performance on its NPS underscores its ability to not only meet but exceed client expectations. The result affirms the bank’s leadership in fostering loyalty and satisfaction in a highly competitive industry.
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