Net Promoter Score
Net Passive Score
Net Passive Survey
Net Promoter Survey
True
False
+50
+40
+35
+45
+3
-3
+5
-5
NatWest
Nationwide
Lloyds
First Direct
True
False
8 - 10
9 - 10
7 - 10
Just 10
Image
Value
Communication
Customer Experience
£550
£600
£500
£750
Disempower & Irritate Payment
Disengage & Irritate Payment
Distress & Inconvenience Payment
Direct & Intentional Payment
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