2014 Research

Net Promoter Score Benchmark Study, 2014

October 2014

We measured the Net Promoter Score of 283 companies across 20 industries based on a survey of 10,000 U.S. consumers in Q3 2014. USAA and JetBlue took the top two spots, each with an NPS of more than 60. USAA’s banking, credit card, and insurance businesses outpaced their industries’ averages by more than any other company. At the bottom of the list, HSBC and Citibank received the two lowest scores, and Super 8 and Motel 6 fell the farthest below their industry averages. On an industry level, auto dealers earned the highest average NPS, while TV service providers earned the lowest. Eleven of the 19 industries increased their average NPS from last year, with car rentals and credit cards enjoying the biggest score boosts. Out of all the companies, US Airways and Highmark BCBS improved the most, while Quality Inn and Baskin-Robbins declined the most. For most industries, the average NPS is highest with older consumers and is lowest with younger consumers. Investment firms have the largest generation gap. (Purchase includes a report in .pdf and a dataset in Excel).

Here’s a list of companies included in this study (.pdf).

Here are the NPS scores across 20 industries:

1410_industryNPS

Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

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