2022 Japan Financial Institution Customer Ratings METER®
Nikkei Research Inc. released the latest 2022 version of the Japan Financial Institution Customer Ratings METER®, a survey with a total of 170,000 respondents rating financial institutions they use. Loyalty indicators such as CSAT (Customer Satisfaction) and NPS (Net Promoter Score) were measured.
The survey was conducted online in August 2022 targeting the general consumers of Japan. It is the 6th time this year since it started in 2017.
A total of 150 financial institutions — major banks, regional banks, trust banks, securities companies, life insurance companies, non-life insurance companies, etc. — were evaluated.
(Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.)
Please refer to the details of the survey structure below.
The 5th Annual Survey of Japan Financial Institution Customer Ratings METER®
2022 Results
The next table shows the overall average of this year’s results on CSAT (Customer Satisfaction), CES (Customer Effort Score), and NPS (Net Promoter Score) by each business type.
| Business type | CSAT | CES | NPS |
|---|---|---|---|
| Major banks | 43.1% | 18.9 | -69.7 |
| Trust banks | 49.0% | 16.6 | -58.8 |
| Regional banks | 45.0% | 18.9 | -67.6 |
| Online banks /Merchandiser-operated banks | 55.2% | 32.3 | -53.5 |
| Securities companies | 47.8% | 18.7 | -59.8 |
| Life insurance | 47.7% | 13.7 | -63.0 |
| Non-life insurance | 48.0% | 19.3 | -61.9 |
Looking across the overall average score, major banks have the lowest score in CSAT and NPS, while the life insurance companies are the lowest in CES. On the other hand, online banks /merchandiser-operated banks did well in every metric, just as it was last year.
(Note that the results are from an online survey and do not always reflect every customer segment of each institution.)
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Dec/20/2022
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