Investor Presentaiton
Operational Metrics:
Net Promoter Score
56
60
60
50
HomeStreet
53
33
44
44
■ We are pleased to announce that we achieved a Net
Promoter Score (NPS) of 44 in 2021- exceeding the bank
industry benchmark for the sixth consecutive year.
The NPS is a measure of customer satisfaction calculated
based on responses to a single question: How likely is it
that you would recommend HomeStreet Bank to a friend
or colleague? To calculate the bank's latest NPS rating,
we surveyed 26,000 checking customers and received
more than 1,400 survey responses.
■ Our net promoter score is a testament to our ongoing.
commitment to enrich the financial lives of families and
businesses in the communities we serve and great
recognition for our frontline employees and support staff,
who consistently go above and beyond to deliver
exceptional customer service - even when tested in the
heart of a global pandemic.
(1) Source of Bank Industry NPS is xminstitute.com
37
2016
2017
2018
NPS
WaFd Bank
HomeStreet
Bank Average
Banner Bank
Columbia Bank
KeyBank
US Bank
Chase
Wells Fargo
2019
2020
2021
Bank Industry NPS
Industry NPS Benchmarks
Bank of America
48
44
30
13
3
3
3.
-1
-12
-24
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