The report includes graphics with data for NPS, purchase intentions, likelihood to forgive, and likelihood to try a new offering. The excel spreadsheet includes this data (in more detail) for the 62 companies as well as for 25 other tech vendors with less than 40 pieces of feedback. It also includes the summary NPS scores from 2014.
After declining for the past two years, the industry average NPS increased to 31.8 this year, almost reaching the level from our initial study in 2012. The research also includes data for Purchase Momentum (how much customers are planning to buy), Temkin Forgiveness Ratings (likelihood of customers to forgive after a bad experience), and Temkin Innovation Equity Quotient (likelihood of customer to try a new offering). We not only list the results for each company, but we also show that NPS is highly correlated to each of these items (as you can see below for Purchase Momentum).
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