Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of almost 300 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are the highlights from this benchmark:
- With an NPS of 66, USAA’s insurance business earned the highest score in the study for the fifth year in a row.
- Comcast received the lowest NPS for the third year in a row with a score of -9.
- The industry average for NPS ranged from a high of 43 for auto dealers down to a low of 9 for TV & Internet service providers.
- Citibank, whose NPS lagged 35 points behind the banking average, fell the farthest behind its peers.
- All industries saw their average NPS decline over the past year, though utilities dropped the most.
- 18- to 24-year-old consumers give companies the lowest NPS (with an average score of 17 across industries), while consumers 65 and older give the highest NPS (with an average score of 38 across industries).
- NPS is highly correlated with customer experience. On average, customer experience leaders enjoy an NPS over 18 points higher than customer experience laggards.
$495.00 – $5,095.00