In our latest satisfaction survey, conducted earlier in 2025, we asked clients about their experience of banking with us. We do this to understand how well we are performing from their perspective and to learn if there are any services that they would like us to consider or to improve upon. This helps us, where necessary, to adjust our services to better meet their needs.

In our surveys, we ask clients about their willingness to recommend the Bank to a friend, family member or colleague. From the results, we calculate a Net Promoter Score (NPS) which is used by many companies to benchmark and to compare their performance.

In this year’s survey, we received an overall NPS of 79, an increase of 6 points on our previous survey, and our highest score to date.

The average score in the financial services sector is 44 and for banks it is 30¹, according to customerguage.com. We view these scores as a strong endorsement of our approach to serving the needs of our clients.

Some comments:

“Top class service at every interaction.”

“I can talk to someone with a name, unlike a high street bank!”

“Whoever I speak to is always friendly and professional.”

“The team are professional, responsive and highly skilled.”

“I cannot fault Hampden Bank for any of the service I have received since becoming a client.”

Thank you to all our clients who completed the survey and who provided comments on our service. We greatly value the responses and welcome feedback at any time.

References:
1. Customer Gauge: https://customergauge.com/benchmarks/blog/financial-services-nps-benchmarks