Our latest Net Promoter Score (NPS)* is 84 – a record high and above that published by any other UK bank. The average financial services sector NPS is 44, and for banking it is just 30. This year’s score for private banking is up on last year’s 81, itself a record high.
- 99 per cent of private clients surveyed were pleased with the service they receive.
- 99 per cent agreed that the bank is accessible and responsive.
- 99 per cent were pleased with the way the bank communicates with them.
- 98 per cent felt valued by the bank.
The NPS system is one of the toughest testing regimes. Clients are asked a series of questions. Scores of 9 or 10 register positively. Anything below a 7 detracts from the overall score – so it is possible to have a negative result. The system’s creator, Bain & Company, notes that a good score is 0 and above. Above 50 is excellent, and above 80 is considered world-class.
Quentin Marshall, CEO of Weatherbys Banking Group, said: “We work hard to give our clients a trusted personal service and they clearly appreciate this human touch. At the same time, we’re investing heavily in our digital banking offering so clients can have the best of both worlds. Those enhancements are reflected in these results.”
Ollie Barnett, Head of Private Clients, added: “We’re seeing other private banks downgrade the service they offer to clients to save money and grow profits. At Weatherbys, those clients will find a warm welcome and the standards of service they deserve.”
*Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction and enthusiasm with a company. It’s calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” The NPS is the percentage of customers who are promoters (those who scored 9 or 10) minus the percentage who are detractors (those who scored 0 to 6). The 2025 private client survey was carried out between December 2025 and January 2026 and the results were published in February 2026. Banking industry average of 30 source: customergauge.com.