Industry Net Promoter Scores

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:

Posted in Best Practice, QuestionPro
One comment on “Industry Net Promoter Scores
  1. molly says:

    The name of your source is spelled incorrectly: Sametrix should be Satmetrix.

    The NPS is arguably the best way to measure customer satisfaction and growth efficiency of a company. This measurement is based on the likelihood to recommend question which employs that increasing the number of Promoters and decreasing the number of Detractors will increase your NPS. A higher NPS, in turn, leads to an increase in repeat and referral business because more people are recommending you to others and less people are ‘dissing’ you, or not recommending you at all. Increasing your repeat and referral business (which typically accounts for 75% of a company’s business) will lead to higher revenues and profits, therefore increasing the growth efficiency of a company.

4 Pings/Trackbacks for "Industry Net Promoter Scores"
  1. [...] 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 [...]

  2. [...] 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 [...]

  3. [...] can find out more about NPS here, and find out what large organisations have as NPS scores here. It is interesting to note however that there are whole industry sectors where the best in sector [...]

  4. [...] every customer satisfaction survey that you do — include the Net Promoter Score question.  ”How likely are you to refer (COMPANY X) to a friend or a colleague?” [...]

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