Dataset: 2017 UK Net Promoter Score Benchmark

  • ID: 4414323
  • Database Table
  • Region: United Kingdom, Great Britain
  • Temkin Group
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Improving Customer Experience Is the Path to Better NPS

FEATURED COMPANIES

  • 02
  • Barclaycard
  • Enterprise Rent-A-Car
  • KFC
  • Personal Finance Group
  • Superdrug
  • MORE

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter Score (NPS) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries.

You can purchase and download the dataset, which includes companies that had at least 85 respondents. The excel spreadsheet includes detailed NPS for all 157 companies and 16 industries, along with data on industry-level NPS by the age group of the respondents.

Some of the highlights of the study include:

  • Company NPS ranges from a high of 45 (Nationwide) down to a low of -39 (Bank of Scotland).
  • Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport).
  • The NPS by age groups ranges from a high of 34 (NPS of auto dealers by consumers who are at least 65-years-old) to a low of -34 (NPS of health insurers by 25- to 34-year-olds).
  • When we compare NPS to the 2017 Customer Experience Ratings, UK, we find a very high level of correlation. That shouldn’t be a surprise, because improving customer experience is the path to better NPS.
Note: Product cover images may vary from those shown
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  • 02
  • AA
  • AXA
  • AXA PPP
  • Acer
  • Admiral
  • Airbnb
  • Airlines
  • Alamo
  • Aldi
  • Amazon
  • Amazon Prime Instant Video
  • Amazon Prime Music
  • Amazon.co.uk
  • American Express
  • Apple
  • Apple Music
  • Argos
  • Asda
  • Asus
  • Audi
  • Avica
  • Aviva
  • B&M
  • BMW
  • BT
  • BUPA
  • Bank of Scotland
  • Barclaycard
  • Barclays
  • Boots
  • British Gas
  • Burger King
  • Caffe Nero
  • Capital One
  • Churchill
  • Co-op
  • Costa Coffee
  • Currys
  • Debenhams
  • Deezer
  • Dell
  • Direct Line
  • Domino's
  • E.ON UK
  • EDF Energy
  • EE
  • EasyJet
  • Enterprise Rent-A-Car
  • Europcar
  • Farmfoods
  • Flybe
  • Ford
  • Google Play
  • Greggs
  • HSBC
  • Halifax
  • Hastings Direct
  • Hewlett-Packard
  • Hilton
  • Holiday Inn
  • Holiday Inn Express
  • Home Bargains
  • Hyundai
  • Ibis
  • Iceland
  • Ikea
  • JD Sports
  • Jet2.com
  • John Lewis
  • KFC
  • Lenovo
  • Lidl
  • Liverpool
  • Lloyds
  • Lloyds Pharmacy
  • Lufthansa
  • M&S Food
  • MBNA
  • Marks & Spencer
  • Matalan
  • McDonald's
  • Monarch Airlines
  • Morrisons
  • Nando's
  • NatWest
  • National Health Service
  • Nationwide
  • Netflix
  • New Look
  • Next
  • Nissan
  • Now TV
  • Npower
  • Personal Finance Group
  • Pizza Express
  • Pizza Hut
  • PlusNet
  • Poundland
  • Premier Inn
  • Pret a Manger
  • Primark
  • Royal Bank of Scotland
  • Ryanair
  • SSE
  • Saga
  • Sainsbury's
  • Sainsbury's Bank
  • Samsung
  • Santander UK
  • Scottish Power
  • Sky
  • Sony
  • Spar
  • Sports Direct
  • Spotify
  • Starbucks
  • Subway
  • Superdrug
  • TK Maxx
  • TSB Banks
  • TalkTalk
  • Talkmobile
  • Tesco
  • Tesco Bank
  • Tesco Mobile
  • The Co-operative Bank
  • Thomas Cook
  • Thomson Airways
  • Three
  • Toby Carvery
  • Topshop
  • Toshiba
  • Uber
  • Vauxhall
  • Victoria
  • Virgin Atlantic
  • Virgin Media
  • Virgin Money Holdings
  • Vodafone
  • Vodafone
  • Volkswagen
  • WH Smith
  • Waitrose
  • Wetherspoon
  • Wilko
  • eBay
  • giffgaff
  • iTunes
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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