Research

Ideas, Best Practices And Benchmark Data

2012 Research

Net Promoter Score Benchmark Study, 2012
October 2012

$295

    • We measured the Net Promoter Score (NPS) for 175 companies across 19 industries. USAA took the top two spots for its banking and insurance businesses while HSBC came in at the bottom for banking and credit cards. Our analysis of differences across consumer demographic segments showed that NPS tends to go up with age, doesn’t vary much by income levels, and is often highest with Asians. We also asked consumers what would make them more likely to recommend the companies and found that promoters are more likely to select lower prices and detractors are more likely to select better customer service. While there is some debate about the efficacy of NPS, our analysis shows that promoters are much more likely than detractors to purchase more in the future across all industries. To help you implement a successful NPS program, we’ve included eight tips such as don’t believe in an “ultimate question” and use control charts, not pinpointed goals. The industries included in this report are airlines, auto dealers, banks, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, major appliance makers, parcel delivery services, rental car agencies, retailers, software firms, TV service providers, and wireless carriers.


      The industries included in this report are airlines, auto dealers, banks, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, major appliance makers, parcel delivery services, rental car agencies, retailers, software firms, TV service providers, and wireless carriers.

       

      The report contains the following components:

       

      > NPS for 175 companies across 19 industries

      > NPS differences based on age, income, and ethnicity

      > Improvement areas selected by promoters and detractors

      > Connection between NPS and future purchases

      > Eight tips for implementing a successful NPS program

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Over the past few years, Temkin Group has been our #1 go-to resource for CX best practices, thought leadership, and practical tips and tools for guiding us on our customer centricity journey.

Jackie Ingamells
Vice President of Customer Experience, AIG Asia Pacific