2005 Loyalty Programs Marketing Net Promoter Score 
Horizon CX
OCTOBER 2, 2023
The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. The companies in which I’ve worked at the frontline are all successful, respected brands, and profitable leaders in their markets.
SurveySensum
SEPTEMBER 8, 2023
To understand this difference better, the 2023 Satmetrix Net Promoter Benchmarks report (for US consumers) provides detailed information on the NPS score of 192 brands in 23 industry sectors, covering 63,939 respondents. In the study, they found that an increase of the NPS score by 7 points equates to a 1% growth in revenue.
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