Net Promoter Score Benchmark Study, 2017

  • ID: 4414141
  • Report
  • Temkin Group
1 of 3
NPS Is Highly Correlated With Customer Experience. On Average, Customer Experience Leaders Enjoy an NPS Over 18 Points Higher Than Customer Experience Laggards

FEATURED COMPANIES

  • 21st Century
  • Bed
  • Dollar Tree
  • Hyatt
  • Nordstrom
  • Starz
  • MORE

Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. To compare scores across organizations and industries, we 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.
Note: Product cover images may vary from those shown
2 of 3

Loading
LOADING...

3 of 3
  • 21st Century
  • 7-Eleven
  • AAA
  • ACE Rent A Car
  • AOL
  • AT&T
  • Ace Hardware
  • Acer
  • Activision
  • Adobe
  • Advance Auto Parts
  • Aetna
  • Air Canada
  • Airbnb
  • Alamo Rent A Car
  • Alaska Airlines
  • Albertsons
  • Aldi
  • Allstate
  • Ally Bank
  • Amazon
  • Amazon  Prime Instant Video
  • Amazon Prime Music
  • Ameren Illinois Company
  • American Airlines
  • American Express
  • American Family
  • Ameriprise Financial
  • Anthem
  • Apple
  • Apple Music
  • Apple Retail Store
  • Arby’s
  • Asus
  • Audi
  • AutoZone
  • Avis
  • BB&T
  • BCBS  of New Jersey
  • BCBS of Florida
  • BCBS of Michigan
  • BJ’s Wholesale Club
  • BMW
  • Bank of America
  • Barclaycard
  • Barnes & Noble
  • Baskin Robbins
  • Bath & Beyond
  • Bed
  • Best Buy
  • Best Western
  • Blackboard
  • Blue Cross Blue Shield plan not listed
  • Blue Shield of California
  • Bosch
  • Budget
  • Buick
  • Burger King
  • CIGNA
  • CVS
  • Cadillac
  • Capital One
  • Capital One 360
  • Charles Schwab
  • Charter Spectrum
  • Chase
  • Chevrolet
  • Chick-fil-A
  • Chipotle Mexican  Grill
  • Chrysler
  • Citibank
  • Citigroup
  • Citizens Bank
  • Comcast
  • Comfort Inn
  • Commonwealth  Edison
  • Costco
  • Courtyard By Marriott
  • Cox Communications
  • Cricket Wireless
  • Crowne Plaza
  • DHL
  • Dairy Queen
  • Days Inn
  • Dell
  • Delta Airlines
  • Dick's Sporting Goods
  • DirecTV
  • Discover
  • Dish Network
  • Dodge
  • Dollar
  • Dollar General
  • Dollar Tree
  • Domino’s
  • Duke Energy
  • Dunkin’Donuts
  • E*TRADE
  • ESPN
  • Edward Jones
  • Electrolux
  • Enterprise Rent-A-Car
  • Etsy
  • Fairfield Inn
  • Family Dollar
  • Farmers
  • FedEx
  • Fidelity
  • Fifth Third Bank
  • Florida Power & Light
  • Food Lion
  • Foot Locker
  • Ford
  • Frontier Airlines
  • GE
  • GEICO
  • GameStop
  • Gap
  • Gateway
  • Georgia Power
  • Giant Eagle
  • Google
  • GooglePlay
  • H-E-B
  • HBO
  • Haier
  • Hampton Inn
  • Hannaford
  • Hardees
  • Hertz
  • Hewlett-Packard
  • Hilton
  • Holiday Inn
  • Holiday Inn Express
  • Home Depot
  • Honda
  • Hulu
  • Humana
  • Hy-Vee
  • Hyatt
  • Hyundai
  • IHOP
  • Intuit
  • Investments
  • JCPenney
  • Jack in the Box
  • Jeep
  • JetBlue Airways
  • KFC
  • Kaiser Permanente
  • Kia
  • Kmart
  • Kohl's
  • Kroger
  • LG
  • La Quinta Inn
  • Lenovo
  • Liberty Mutual
  • Life
  • Little Caesar’s
  • Lowe's
  • Lyft
  • Macy's
  • Marriott
  • Marshalls
  • Mazda
  • McAfee
  • McDonalds
  • Medicaid
  • Medicare
  • Merrill Lynch
  • MetLife
  • MetroPCS
  • Michael’s
  • Microsoft
  • Mitsubishi
  • Morgan Stanley Smith Barney
  • Motel 6
  • Nationwide
  • Navy Federal Credit Union
  • Netflix
  • New York
  • Nissan
  • Nordstrom
  • O'Reilly Auto Parts
  • Office Depot
  • Old Navy
  • Optimum
  • PNC
  • PSE&G
  • Pacific Gas and Electric Company
  • Panasonic
  • Panda Express
  • Pandora
  • Panera Bread
  • Papa John’s
  • PetSmart
  • Philips
  • Piggly Wiggly
  • Pizza Hut
  • Popeye’s Louisiana Kitchen
  • Progress
  • Progressive
  • Prudential
  • Publix
  • QVC
  • Quality Inn
  • Regions
  • Residence Inn
  • Rite Aid
  • Ross
  • Safeway
  • Sam's Club
  • Samsung
  • Save-a-Lot
  • Scottrade
  • Sears
  • Sharp
  • Sheraton
  • ShopRite
  • Showtime
  • SiriusXM
  • Sonic Drive-In
  • Sony
  • SoundCloud
  • Southern California Edison
  • Southern California Gas Company
  • Southwest Airlines
  • Spirit Airlines
  • Spotify
  • Sprint
  • Staples
  • Starbucks
  • Starz
  • State Farm
  • Stop & Shop
  • Subaru
  • Subway
  • SunTrust Bank
  • Super 8
  • Symantec
  • T-Mobile
  • T.J. Maxx,
  • TD Ameritrade
  • TD Bank
  • TXU Energy
  • Taco Bell
  • Target
  • The Hartford
  • Toshiba
  • Toyota
  • Toys 'R' Us
  • TracFone
  • Trader Joe’s
  • Travelers
  • TriCare
  • True Value
  • U.S. Bank
  • U.S. Postal Service
  • UPS
  • US Cellular
  • USAA
  • Uber
  • United Airlines
  • United Healthcare
  • Vanguard
  • Verizon
  • Verizon Wireless
  • Virgin America
  • Virgin Mobile
  • Vizio
  • Vons
  • Wal-Mart
  • Walgreens
  • Wawa Food Markets
  • Wegmans
  • Wells Fargo
  • Wells Fargo Advisors
  • Wells Fargo Bank
  • Wendy’s
  • Whirlpool
  • Whole Foods
  • Winn-Dixie
  • Wyndham
  • above
  • eBay
  • iHeartRadio
  • iTunes
Note: Product cover images may vary from those shown
4 of 3
Note: Product cover images may vary from those shown
Adroll
adroll