Report: Net Promoter Score Benchmark Study, 2014
October 21, 2014 5 Comments
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary:
We measured the Net Promoter Score of 283 companies across 20 industries. USAA and JetBlue took the top two spots, each with an NPS of more than 60. USAA’s banking, credit card, and insurance businesses outpaced their industries’ averages by more than any other company. At the bottom of the list, HSBC and Citibank received the two lowest scores, and Super 8 and Motel 6 fell the farthest below their industry averages. On an industry level, auto dealers earned the highest average NPS, while TV service providers earned the lowest. Eleven of the 19 industries increased their average NPS from last year, with car rentals and credit cards enjoying the biggest score boosts. Out of all the companies, US Airways and Highmark BCBS improved the most, while Quality Inn and Baskin-Robbins declined the most. For most industries, the average NPS is highest with older consumers and is lowest with younger consumers. Investment firms have the largest generation gap.
Here’s a list of companies included in this study (.pdf).
Download report for $495
(includes report plus dataset in Excel)
Here are the NPS scores across 20 industries:
Download report for $495
(includes report plus dataset in Excel)
If you want to know what data is included in this report and dataset, download this sample Excel dataset file.
P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.
Do you have a similar report for B2B – Telecommunications sector ?
Aravinthan: We do not have that type of report.
i would like to use your graphic in a presnetation i am making of field service to highlight our stratey to shift to net promoter score.
how would i go get permission to use it?
Hi Jay: You have our permission (as does anyone else) to use the graphic in the blog post for an INTERNAL presentation (i.e., not for clients or customers).
Appreciate that, we will of course called out the copyright and that we use your data as a benchmark for our internal use.