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.
We found that retail received the highest NPS, with an average score of 28.4, while the consumer payment industry received the lowest average NPS, at 1.4. Use these insights to understand where your organization’s NPS ranks both within your industry and across industries.
This U.S. consumer benchmark study surveyed 10,000 consumers across 353 companies and 22 industries on Net Promoter Score. For more information on changes in Net Promoter Score from 2021 to 2022, see our blog post, 2022 U.S. Net Promoter Score Drops from 2021 Recovery.
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*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.