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)
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.