As part of our annual U.S. consumer benchmark study, we asked respondents to evaluate companies across multiple measures of customer experience (CX), including Net Promoter Score (NPS)* – a popular CX metric organizations use to track and increase the likelihood of customers recommending their business.
Of the 22 industries included in this study, grocers earned the highest NPS, with an average score of 30.1, while consumer payments received the lowest with an average of -6.1. Use these insights to compare your organization’s NPS to your industry’s average and track how you perform relative to companies in other industries that may be setting your customers’ experience expectations.
To calculate the NPS for each industry, we asked 10,000 people to evaluate 351 companies across 22 industries as part of our 2023 U.S. consumer benchmark study. Respondents provided Net Promoter Scores for companies they had recently interacted with, and we averaged those individual company scores to produce an average rating for each industry. If you are a Qualtrics CX client and interested in methodology, additional benchmark metrics, or a list of companies included in this research, you can access the benchmark editor through Qualtrics.
For more NPS-related data and guidance, check out our infographic on NPS Facts and Figures, our research into the Economics of NPS, and our post with Advice for Propelling Your Net Promoter Score Program.
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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.