Customers Bank Sets a New Standard in Client Satisfaction with Industry-Leading NPS Score of 81

Key Terms

net promoter score financial

Net Promoter Score (NPS) is a single-number measure of customer loyalty based on asking customers how likely they are to recommend a company’s product or service to others; responses are grouped and converted to a score from -100 to +100. It matters to investors because a high NPS suggests strong customer satisfaction, lower churn and more organic growth through word-of-mouth—like a reputation score that can predict future sales and brand resilience.

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The Federal Reserve System is the United States' central banking network that acts like a bank for banks and a thermostat for the economy: it sets short-term interest rates, supplies or withdraws money, and oversees financial stability. Investors watch its decisions because changes in interest rates and liquidity affect borrowing costs, company profits, bond yields and overall market sentiment—similar to how a building's thermostat influences comfort and energy use.

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A U.S. government agency that insures customer deposits at member banks up to a set limit, acting like a safety net so people don’t lose their cash if a bank fails. It matters to investors because it helps maintain confidence in the banking system, reduces the chance of sudden withdrawals or bank runs, and can influence the stability and share prices of banks and financial markets.

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C&I lending is the practice of banks and other lenders making loans to businesses to fund everyday operations, buy equipment, cover payroll, or support short-term cash needs. Think of it as a business line of credit or loan that keeps a company running, rather than a mortgage or consumer loan. Investors watch C&I activity because volume, loan rates and default levels signal how healthy corporate borrowers and lenders are, affecting bank profits and broader economic momentum.

Bank’s latest Net Promoter Score nearly doubles industry average in customer satisfaction

WEST READING, Pa.--(BUSINESS WIRE)-- Customers Bank, the $24 billion subsidiary of Customers Bancorp (NYSE: CUBI), today announced a Net Promoter Score (NPS) of 81 for 2025—an 8-point increase over last year’s score of 73. This result reflects the strength of the bank’s differentiated, relationship-driven approach to delivering a superior client experience and underscores its belief that exceptional client service is a competitive advantage that supports long-term value creation.

“Improving our NPS by 8 points in a single year is a reflection of the trust our clients place in us and the consistent dedication our team brings to every interaction,” said Sam Sidhu, President and CEO of Customers Bank. “Exceptional service isn’t just part of our brand, it’s a part of our culture and a part of our DNA. Our single point of contact model ensures that every client feels understood, valued, and supported by a banker who knows their business and shares their entrepreneurial spirit.”

The Net Promoter Score is a widely recognized metric for customer loyalty and satisfaction, measuring how likely clients are to recommend a company’s services to others with scores range from -100 to +100. Customers Bank’s 2025 score of 81 places it among the top-performing customer centric organizations —not only within financial services, but across all industries. The score is based on an independent survey of Customers Bank’s personal, commercial and business banking clients.

The achievement reflects Customers Bank’s long-term commitment to people-first banking, blending personalized, tech-enabled solutions with responsive, relationship-driven service. As the bank continues to invest in both its team and technology, it remains focused on delivering consistent, exceptional experiences that empower clients to grow, adapt, and thrive.

Institutional Background

Customers Bancorp, Inc. (NYSE:CUBI) is one of the nation’s top-performing banking companies with over $24 billion in assets making it one of the 80 largest bank holding companies in the U.S. Customers Bank’s commercial and consumer clients benefit from a full suite of technology-enabled tailored product experiences delivered by best-in-class customer service distinguished by a Single Point of Contact approach. In addition to traditional lines such as C&I lending, commercial real estate lending and multifamily lending, Customers Bank also provides a number of national corporate banking services to specialized lending clients. Major accolades include:

• Named a Top 10 Performing Bank by American Banker for five consecutive years (2021–2025), including the #1 spot in 2024 among midsize banks ($10–$50B in assets)
• Recognized by Forbes among America’s Top 100 Banks for seven consecutive years
• Net Promoter Score of 81 compared to industry average of 41

A member of the Federal Reserve System with deposits insured by the Federal Deposit Insurance Corporation, Customers Bank is an equal opportunity lender.

Learn more: www.customersbank.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20260114338277/en/

Media Contact:

Jordan Baucum

Head of Corporate Communications

(951) 608-8314

jbaucum@customersbank.com

Source: Customers Bancorp, Inc.