NPS Intelligence (beta)

We have been making steady progress towards our goal of further enhancing our customer experience. Our target remains to achieve top quartile performance in our relationship net promoter score (‘rNPS’), a measure of how likely customers are to recommend Prudential, and customer retention rates of 90 to 95 per cent by 2027.

Customer Experience is an aggregated enterprise score of Net Promoter Score (“NPS”) survey results for the businesses where we collect NPS data and have established baseline and yearly targets. ​ ​ ​ The EPS, ROE and BVPS compensation performance metrics are non-GAAP financial measures.

We remain firmly committed to delivering best‑in‑class experiences that earn the long‑term trust of our customers. Our ambition is to achieve top‑quartile performance in the relationship net promoter score (rNPS), a measure of how likely customers are to recommend Prudential, and to reach customer retention rates of 90–95 per cent by 2027.

We remain firmly committed to delivering best‑in‑class experiences that earn the long‑term trust of our customers. Our ambition is to achieve top‑quartile performance in the relationship net promoter score (rNPS), a measure of how likely customers are to recommend Prudential, and to reach customer retention rates of 90–95 per cent by 2027.

Retention rate: 94% (H1 2026) — “In the first half of 2026, customer retention was 94 per cent, maintaining the strong retention seen in the first half of 2025.”

Retention rate: 88% (FY2025) — “Customer retention increased by 1 percentage point to 88 percent, illustrating further progress toward our 2027 target.”