Key Findings

Many organizations across the United States use Net Promoter Score® (NPS®) as a key metric to understand customer loyalty and the quality of their customer experience. In this data snapshot, we examine the relationship between NPS and customer experience and share key insights on how loyalty differs according to NPS across 22 industries. Key findings include:

  • NPS and CX are highly correlated. Using the XMI Customer Ratings – NPS and the XMI Customer Ratings – Overall scores calculated for each company, we found that NPS and customer experience are highly correlated, with a Pearson correlation coefficient of 0.83.
  • Grocery received the highest industry NPS. The average NPS for the grocery industry is 30, the highest across all industries studied. Streaming media and retail come in second and third, respectively, each with a score of 29. At the other end of the spectrum, consumer payments (-6), car rentals (8), and TV/internet service providers (9) received the lowest scores.
  • Consumer payments have the most to gain by converting detractors to promoters. Compared to detractors, promoters of consumer payments brands say they are likely to purchase more from the company 6.8 times more frequently, the largest difference across all industries. The grocery industry has the smallest differential – promoters are likely to purchase more just 2.5 times more frequently than detractors.
  • Social media has the largest trust differential. Promoters of social media brands are significantly more likely to trust the company compared to detractors – they are 6.2 times as likely to trust, the largest gap in trust across all industries. Social media promoters also have the largest likelihood to forgive differential (6.2 times). Meanwhile, consumer payments promoters have the smallest forgiveness (2.3 times) and smallest trust (1.9 times) differentials.


Here are the figures in this data snapshot:

  1. Economics of NPS: Airline Industry
  2. Economics of NPS: Auto Industry
  3. Economics of NPS: Banking Industry
  4. Economics of NPS: Car Rental Industry
  5. Economics of NPS: Computer & Tablet Industry
  6. Economics of NPS: Consumer Payment Industry
  7. Economics of NPS: Electronics Industry
  8. Economics of NPS: Fast Food Industry
  9. Economics of NPS: Food Takeout & Delivery Industry
  10. Economics of NPS: Grocery Industry
  11. Economics of NPS: Health Insurance Industry
  12. Economics of NPS: Hotel Industry
  13. Economics of NPS: Insurance Industry
  14. Economics of NPS: Investment Industry
  15. Economics of NPS: Parcel Delivery Industry
  16. Economics of NPS: Retail Industry
  17. Economics of NPS: Software Industry
  18. Economics of NPS: Social Media Industry
  19. Economics of NPS: Streaming Media Industry
  20. Economics of NPS: TV/Internet Service Provider Industry
  21. Economics of NPS: Utilities Industry
  22. Economics of NPS: Wireless Industry
  23. Methodology