176 views

Citibank named top bank in Singapore customer experience study

Its net promoter score rose 35% in 2021 from end-2020.

Citibank has been named the top bank for an annual Singapore customer experience study conducted by global research and advisory firm, Forrester.

The bank’s Singapore arm took the top spot in the Forrester Singapore 2021 Customer Experience Index, which focused on the quality of customer experience amongst the financial services brands in the banking and automotive/home insurance sectors. 
 
Citibank scored well in all four critical CX drivers measured for the banking sector in the study, as well as in brand-related metrics.  

The bank’s net promoter score (NPS)--a measure of customer loyalty and satisfaction-- across its cards, wealth and digital businesses rose 35% in 2021 compared to end-2020, the study found. The higher customer sentiment is a key reason for the bank’s 88% jump in new client referral rates in 2021.

Follow the links for more news on

Join Singapore Business Review community
Since you're here...

...there are many ways you can work with us to advertise your company and connect to your customers. Our team can help you dight and create an advertising campaign, in print and digital, on this website and in print magazine.

We can also organize a real life or digital event for you and find thought leader speakers as well as industry leaders, who could be your potential partners, to join the event. We also run some awards programmes which give you an opportunity to be recognized for your achievements during the year and you can join this as a participant or a sponsor.

Let us help you drive your business forward with a good partnership!