Our latest client survey highlights the value clients place on the personal approach, trusted advice and responsiveness that define the Hampden Bank experience.

Hampden Bank has achieved an outstanding Net Promoter Score (NPS) of 75 in its latest client satisfaction survey, significantly above the average score reported across the global financial services sector.* NPS is a globally recognised measure of customer advocacy and loyalty, based on how likely clients are to recommend a business to others. For us, it reflects the confidence clients have in their banking team and their experience of banking with Hampden Bank.

Survey highlights

The results reflect the strength of the connections our bankers build with clients and the consistently high standards delivered across the bank. Respondents particularly valued direct access to experienced bankers and the reassurance of dealing with people who understand their circumstances and are readily available when needed.

Clients told us

"In a world of homogenisation, call centres, and AI, you are both human and efficient."

"Everything that ever needs to be done is done accurately, efficiently, and as if by friends."

"The service I receive is excellent in person and online. Our management team for both business and personal banking are excellent."

"The personal and business banking experience that Hampden Bank provides is superb. The personal attention from all staff is tremendous and much appreciated."

"I love the fact that I can phone and someone answers right away and always resolves any queries I may have."

"From the moment we joined Hampden Bank we have found everyone very helpful and the overall experience personal and very professional."

We're incredibly grateful to every client who took the time to share their feedback. Client feedback helps us continue delivering the banking experience our clients value most.

We're also proud of our colleagues across Hampden Bank. While our bankers are often the face of the bank, these results reflect the contribution of colleagues across the business who work together to put clients at the centre of everything we do.

* Source: CustomerGauge, Financial Services NPS Benchmarks 2025. CustomerGauge reports an average NPS of 44 across the global financial services sector.

Survey methodology: The 2026 client survey was conducted between 26 May and 16 June 2026 across Hampden Bank's private and commercial banking clients.

Net Promoter Score methodology: NPS is calculated using the industry-standard methodology developed by Bain & Company. Respondents are asked how likely they are to recommend Hampden Bank to a friend, family member or colleague on a scale of 0-10. Scores of 9-10 are classified as Promoters, 7-8 as Passives and 0-6 as Detractors. The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.