Client trust is in the heart of everything we do at Oakworth. One way we measure that trust is through Net Promoter Score (NPS), a nationally recognized benchmark of client satisfaction and loyalty. Oakworth consistently maintains scores in the mid-90s — a reflection of client loyalty rarely seen in financial services.
What is NPS?
NPS is a measure of client satisfaction and loyalty that asks one straightforward question: “On a scale of 1-10, how likely are you to refer a friend or colleague to Oakworth Capital Bank?” The resulting score reflects how our clients feel about the value and care we provide, and affirms that we are living out our promise of helping people succeed.
Why it Matters:
Research shows that businesses with a high NPS often enjoy stronger growth, as loyal clients stay longer and refer others. According to Bain & Company, the creators of NPS, the average NPS in financial services is about 45 — and only 30 in banking. A score above 50 is considered excellent and a score between 70 and 80 is world-class. Just as important, our client retention rate is also consistently in the mid-90% range, indicating that clients not only recommend us, but choose to stay with us and maintain a relationship with us, year after year.
The Oakworth Difference:
Our clients value the trust, relationships and distinctive level of service they experience with us at Oakworth. NPS isn’t just a number — it’s a reflection of the consistent acts of service and everyday moments where we’ve been able to help people succeed.
For details on our survey process, see our NPS methodology.
*Net Promoter Score® (NPS®) is a client loyalty metric developed by Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. NPS results reflect the opinions and experiences of responding clients and may not be representative of all clients. All scores are not indicative of future performance, nor should they be construed as an endorsement of the advisor. Scores may not relate to any one client’s experience and may not be indicative of future client experiences. Investment performance is not a criterion because client objectives vary, and performance reports are rarely audited. No compensation was provided in exchange for survey participation or results.
Oakworth Asset Management, LLC (“OAM”) is a registered investment adviser that is owned by Oakworth Capital Bank Inc. (“OCB,” or together with OAM, “Oakworth”), Member FDIC. This piece describes the services of both OAM and OCB, but please note that they are two separate entities that provide different services. All investment adviser services including investment management and financial planning are provided by OAM. Because of the ownership relationship and possible involvement by OAM associates with OCB, there exists a conflict of interest to the extent that either party (OAM or OCB) recommends the services of the other. For additional information about OAM, including its services and fees, send for the firm’s disclosure brochure using the contact information contained heirin or visit adviserinfo.sec.gov.