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 0.9.
  • Grocery received the highest industry NPS. The industry average for grocery is 33, the highest of any industry analyzed. Retail and streaming media come in second and third, with scores of 33 and 32, respectively. At the other end of the spectrum, consumer payments (0), car rentals (5), and airlines (11) received the lowest scores.
  • Consumer payments have the largest repurchase differential. Compared to detractors, promoters in the consumer payments industry are 5.4 times as likely to say they will purchase more from the company – the largest difference across all industries analyzed, implying consumer payments have the most to gain from converting their detractors to promoters. Fast food has the smallest gap, where promoters are just 2.8 times as likely to purchase more.
  • Social media has the largest forgiveness and trust differentials. Promoters of social media companies are significantly more likely to forgive and trust the company compared to detractors; they are 6.1 times as likely to forgive, and 6.6 times as likely to trust a social media company, the largest gap across all industries surveyed. Conversely, consumer payments promoters have the smallest forgiveness (2.1 times) and trust (1.8 times) differentials.

Figures

Here are the figures in this Data Snapshot:

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

Economics of NPS for Individual Industries

Find the Economics of NPS for each individual industry below:

Airline Industry:

Automotive Industry:

Banking Industry:

Car Rental Industry:

Computer Industry:

Consumer Payment Industry:

Electronics Industry:

Fast Food Industry:

Food Takeout and Delivery Industry:

Grocery Industry:

Health Insurance Industry:

Hotel Industry:

Insurance Industry:

Investments Industry:

Parcel Delivery Industry:

Retail Industry:

Software Industry:

Social Media Industry:

Streaming Media Industry:

TV/Internet Service Provider Industry:

Utilities Industry:

Wireless Industry:

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