We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.
Here’s the executive summary:
Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are the highlights from this benchmark:
- With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business and Navy Federal Credit Union.
- Spectrum and Consolidated Edison of NY received the two lowest NPS, with scores of -16 and -12 respectively.
- The industry average for NPS ranged from a high of 39 for auto dealers and streaming media down to a low of 0 for TV/Internet service providers.
- USAA’s and Navy Federal Credit Union’s scores both outpaced the banking industry average by more than 40 points, while Motel 6’s and Super 8’s scores both fell nearly 30 points behind the hotel industry average.
- Only five industries saw their average NPS increase over the past year. Of those, airlines’ and utilities’ scores increased the most, going up three points each.
- Although a majority (54%) of companies’ NPS declined over the previous year, three companies – BCBS of Florida, Fairfield Inn, and Ameren Illinois Company – actually increased their NPS by more than 20 points since 2017.
- 18- to 24-year-old consumers give companies the lowest NPS, with an average score of 3 across all industries. Meanwhile, two age groups – consumers between the ages of 25 and 34 and those who are older than 74 – tied for giving the highest NPS, with an average score of 36 across industries.
- NPS is highly correlated with customer experience. On average, customer experience leaders enjoy an NPS that is 21 points higher than the NPS of customer experience laggards.
See the NPS Benchmark Studies from 2012, 2013, 2014, 2015, 2016, and 2017.
Here’s a list of companies included in this study (.pdf).
Download report for $495+
(includes report (in .pdf) plus dataset (.xlsx)
Check out this sample of the dataset
Here are the top and bottom 10 companies:
Here are the NPS scores across 20 industries:
Download report for $495+
(includes report (in .pdf) plus dataset (.xlsx)
Check out this sample of the dataset
Report Outline:
- USAA and Navy Federal Credit Union Earn Top NPS Across 342 Companies
- USAA and Navy Federal Credit Union Earn Top Spots in NPS Rankings
- NPS Increases With Age
- Want Higher NPS? Improve Customer Experience
Figures in the Report:
- Temkin Group Measured Net Promoter Scores For 342 Companies Across 20 Industries
- Net Promoter Scores (NPS): Top and Bottom 20 Companies
- Range of Net Promoter Scores (NPS) Across Industries
- Net Promoter Scores (NPS) By Industry (Page 1)
- Net Promoter Scores (NPS) By Industry (Page 2)
- Net Promoter Scores (NPS) By Industry (Page 3)
- Net Promoter Scores (NPS) By Industry (Page 4)
- Net Promoter Scores (NPS) By Industry (Page 5)
- Promoters, Passives, and Detractors By Industry
- Net Promoter Scores (NPS): Most Above and Below Industry Average
- Industry Average NPS, 2016 to 2018
- Net Promoter Scores (NPS): Largest Gains and Losses Between 2017 and 2018
- Net Promoter Score (NPS) by Age by Industry
- Customer Experience Correlates To Net Promoter Scores (NPS)
Download report for $495+
(includes report (in .pdf) plus dataset (.xlsx)
Check out this sample of the dataset
If you’re looking to create a strong NPS program, check out our VoC/NPS Resource Page.
P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.
