Citigroup's Net Promoter Score (NPS) is 19. This score reflects customer sentiment regarding their likelihood to recommend the company's products and services.
The score of 19 is calculated based on the following breakdown of its customer base:
- Promoters: 47%
- Passives: 25%
- Detractors: 28%
Understanding the Net Promoter Score (NPS)
The Net Promoter Score is a key metric used to measure customer loyalty and satisfaction, ranging from a low of -100 to a high of 100. It is determined by asking customers a single question: "How likely are you to recommend [Company/Product/Service] to a friend or colleague?" based on a 0-10 scale.
Customers are categorized into three groups:
| Category | Description | Percentage (Citigroup) |
|---|---|---|
| Promoters | Customers who score 9 or 10. They are loyal enthusiasts who will continue to buy and refer others, fueling growth. | 47% |
| Passives | Customers who score 7 or 8. They are satisfied but unenthusiastic and are susceptible to competitive offerings. | 25% |
| Detractors | Customers who score 0 to 6. They are unhappy customers who can damage a brand through negative word-of-mouth. | 28% |
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters (Promoters % - Detractors %). For Citigroup, this means 47% - 28% = 19.
This metric helps companies track customer loyalty over time and identify areas for improvement in customer experience. For more insights into customer reviews and scores, platforms like Comparably provide detailed breakdowns.
