As part of our annual U.S. consumer benchmark study, we calculated the Net Promoter® Score (NPS®) of 319 organizations and found a strong, positive relationship between a company’s NPS and its performance on our XMI Customer Ratings – Overall benchmark.

This consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with companies from 20 different industries. For more information and benchmark results on consumers’ customer experiences, check out the full ROI of Customer Experience, 2020 report. To see last year’s version of this data snippet, check out Customer Experience Correlates with Net Promoter® Score (NPS®), 2019.

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