As part of our annual U.S. consumer benchmark study, we asked respondents to evaluate companies across multiple measures of customer experience, including Net Promoter Score (NPS)* – a popular customer experience metric organizations use to track and increase the likelihood of customers recommending their business.

These Data Snippets show how NPS ratings have trended over the past five years for 20 different industries. Use the insights in these Data Snippets to assess how your organization’s NPS compares to the average within and across industries and to track the effect the COVID-19 pandemic had on this core CX metric. 

Here is some additional information about the methodology behind each of the included U.S. consumer benchmark studies:

 

To use this Data Snippet, download and include it in presentations. The graphic is free to use but must retain the copyright notice.

*The Ratings are calculated using the standard NPS® method. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix, and Fred Reichheld.

NPS Trends: 2018 – 2022

Find the Data Snippet for each of the 20 individual industries below:

Airline Industry:

Automotive Industry:

Banking Industry:

Car Rental Industry:

Computer Industry:

Consumer Payment Industry:

Electronics Industry:

Fast Food Industry:

Grocery Industry:

Health Insurance Industry:

Hotel Industry:

Insurance Industry:

Investments Industry:

Parcel Delivery Industry:

Retail Industry:

Software Industry:

Streaming Media Industry:

TV/Internet Service Provider Industry:

Utilities Industry:

Wireless Industry:

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