NPS and Satisfaction
70.3
NPS
- Net Promoter Score (NPS) is a metric used to measure customer experience and loyalty. By asking customers "How likely are you to recommend E.SUN Bank to your friends or family? (10 is extremely likely, 0 is not at all likely)", customers are categorized as "Promoters" (score 9-10), "Passives" (score 7-8), and "Detractors" (score 0-6). The NPS percentage is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
- According to the "XMI Customer Ratings - Consumer NPS, 2024 (by industry)" reported by Qualtrics, the average Net Promoter Score (NPS) for the banking industry in 2024 was 28.0.
What is Net Promoter Score (NPS) ?
93.1%
E.SUN Customer Satisfaction
94.6%
Physical Service Satisfaction
94.4
Digital Service Satisfaction
95.0%
Elderly Customer Satisfaction
(Over 65 years old)
Data Source: E.SUN Bank internal collection and analysis
Data Period: 2025/01-2025/12
Voice of Customers
E.SUN Bank systematically collects and analyzes both qualitative and quantitative customer feedback through annual customer experience studies and the VOC (Voice of Customers) proposal mechanism. Key issues are identified and addressed in collaboration with relevant departments. The Bank also continuously monitors NPS, satisfaction scores, and various customer responses to create a positive cycle of service enhancement.
Types of Customer Feedback (Unit: Entries)
Common Suggestions and Our Responses
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