BBVA Compass has increased its Net Promoter Score (NPS) among Commercial clients across its footprint, according to a recent Voice of the Customer study by market intelligence provider Greenwich Associates.
The bank increased its NPS year-over-year by 11 points, and saw a significant increase in all three of its footprint regions: East, West and Texas. NPS, as calculated by Greenwich Associates, measures a clients likelihood to recommend among those surveyed.
“This year’s NPS results are a testament to the job our Commercial team has done to elevate the client experience,” said BBVA Compass Chief Operating Officer Rafael Bustillo. “Our digital products, including Real Time ARP and PositivePay, are transforming the industry, and our Commercial team has helped our clients leverage them to streamline the way they do business. I am honored to lead this team, and that our clients hold us in such high regard.”
In addition to the general increase throughout the bank’s footprint, BBVA Compass also saw improvements in each of its regions. The East region, which includes Alabama and Florida, saw a seven-point jump. The Texas region saw a 12 point increase in its scores. The bank’s West region, which includes Arizona, California, Colorado and New Mexico, saw the biggest jump with an increase of 23 points.
The bank’s Commercial relationship managers across its footprint were highlighted in the report as essential contributors in the Ease of Doing Business Category. The bank had a 70 percent 'strongly agree' score in the ease of doing business category, with customer surveys mostly pointing out a prompt follow-up time and high knowledge of products and services from their relationship manager.
“Our brand promise is to create opportunities for all of the people we serve, in every area we serve,” said Bustillo. “Our entire Commercial team is made up of great people who help their clients create opportunities for themselves, their businesses and their financial goals every day.”
BBVA Compass’s results underscore the bank’s broader push to put its customers first with empathy, integrity and by providing a great client experience. The bank has rolled out multiple programs to amazing customers with unique personal experiences and solutions that beat industry expectations.
Greenwich Associates is the leading global provider of market intelligence and advisory services to the ﬁnancial services industry. The group specializes in providing fact-based insights and practical recommendations to improve business results. Insights and advice are based on business expertise and research conducted with influential buyers of financials services. These buyers include fund managers, hedge funds, pension funds, endowments, large corporations, small & mid-sized businesses, and consumers.
For more information on BBVA Compass Commercial banking services, please go to www.bbvacompass.com/commercial.