Dataset: UK Net Promoter Score Benchmark, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries.

You can purchase and download the dataset, which includes companies that had at least 85 respondents. The excel spreadsheet includes detailed NPS for all 157 companies and 16 industries, along with data on industry-level NPS by the age group of the respondents.

Download dataset for $295+
(see sample spreadsheet)
Buy the UK Net Promoter score benchmark study

Some of the highlights of the study include (see figures below):

  • Company NPS ranges from a high of 45 (Nationwide) down to a low of -39 (Bank of Scotland).
  • Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport).
  • The NPS by age groups ranges from a high of 34 (NPS of auto dealers by consumers who are at least 65-years-old) to a low of -34 (NPS of health insurers by 25- to 34-year-olds).
  • When we compare NPS to the 2017 Temkin Experience Ratings, UK, we find a very high level of correlation. That shouldn’t be a surprise, because improving customer experience is the path to better NPS.

UK Net promoter scores

UK net promoted industry averages customer experience correlates to net promoter scores in the UK

Download dataset for $295+
(see sample spreadsheet)
download the UK net promoter score benchmark study

Note: You may want to also look at the U.S. NPS benchmark study

Net Promoter® and NPS® are registered trademarks and Bain & Company, Satmetrix Systems and Fred Reichheld.

 

 

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.