As part of XM Institute’s annual U.S. consumer benchmark study, we asked 10,000 respondents to evaluate their experiences with 319 companies across 20 industries. Respondents evaluated companies across multiple measures of customer experience, including Net Promoter Score (NPS) – a popular customer experience metric that organizations use to track and increase the likelihood of customers recommending their business.
This Data Snippet shows each industry’s average NPS. In this year’s Ratings, we found that streaming media companies received the highest NPS with an average score of 28.2, while car rental agencies received the lowest NPS with an average of -7.1.
To use this Data Snippet, download and include it in presentations. The graphic is free to use but must retain the copyright notice.
Note: Net Promoter, Net Promoter Score, and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc.