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 0.87.
  • Retail received the highest industry NPS. The industry average for retail is 28, the highest of any industry analyzed. Streaming media and grocery come in second and third, with scores of 28 and 26, respectively. At the other end of the spectrum, consumer payments (1), car rentals (3), and airlines (7) received the lowest scores.
  • Consumer payments have the largest repurchase differential. Compared to detractors, promoters in the consumer payments industry are 6.7 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. Retail has the smallest gap, where promoters are just 2.6 times as likely to purchase more.
  • TV/internet service providers have the largest trust differential. Promoters of TV/internet service providers are significantly more likely to trust the company compared to detractors; they are 5.7 times as likely to trust, the largest gap across all industries surveyed. They have a similarly large forgiveness differential, at 4.9, second only to social media (4.9). Conversely, consumer payment promoters have the smallest forgiveness (2.3 times) and trust (2.0 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