Net promoter score is one of the most effective ways to not only gauge customer feedback with one simple score, but its also a great way to compare yourself to others in your industry (learn more about creating a net promoter question here). But how do you know where you stand? Sametrix provides NPS data across many industries, which you can purchase from their website. Here are some of the highest scores among some key segments:
- Financial Services – Wachovia – 32%.
- Credit Card Companies – American Express – 47%.
- Internet Service Providers – Verizon and Earthlink – 10%.
- Cable and Satellite – DirectTV – 20%
- Telephone – Vonage – 49%
- Computer Hardware – Apple – 79%
- Computer Software – Adobe – 46%
- Online Shopping – Barnes and Noble – 74%
- Online Search – Google – 73%
More info:
- Net Promoter Score: http://en.wikipedia.org/wiki/Net_Promoter_Score
- Building a Net Promoter Score Question: http://questionpro.com/help/265-window.html
Rob Hoehn
Ivana Taylor
Vivek Bhaskaran
5circles
2 responses so far ↓
How to Define, Create and Measure Customer Experience « QuestionPro Blog // November 6, 2009 at 7:39 am |
[...] customers’ quality of experience. Of course, don’t forget to add the all-important Net Promoter Question (How likely are you to refer [company name] to a friend or family [...]
Do Engaged Employees Make for Profitable Companys? Try the Gallup Q12 « QuestionPro Blog // December 14, 2009 at 2:42 pm |
[...] Score which correlated the number of “Promoters” to profitability. The way to measure your Net Promoter Score is to take those people that gave you the top ratings and subtract them from those that gave you [...]