Oakworth Client Reviews / NPS Methodology :
Oakworth Capital Bank and its subsidiaries use a third-party platform to collect Net Promoter Score (NPS) feedback from clients on a recurring basis. Surveys are sent to clients who have engaged with Oakworth across core disciplines, including banking, wealth and advisory services.
Each survey asks the standard NPS question: On a scale of 1 to 10, how likely are you to recommend Oakworth to a friend or colleague? Based on their response, clients receive one follow-up question:
- Promoters (9–10): “What do you like about our products and services?”
- Passives (7–8): “What could we do to improve?”
- Detractors (1–6): “How did we disappoint you and what can we do to make things right”
All client comments—positive, neutral or negative—are automatically published in full at oakworth.com/our-story/client-reviews. Comments are not edited or selectively removed to ensure full transparency. The composite NPS score is also posted on the same page and updated automatically through the third-party platform.
Surveys are distributed via email no more than once every 180 days per client, supporting consistent but non-intrusive engagement.
The phrase “People. Service. Easy.” reflects the most frequently used words or themes in client feedback, as identified through a word cloud analysis. This phrase is used in Oakworth’s brand messaging and is pending trademark registration with the U.S. Patent and Trademark Office.