Top 10 U.S. Net Promoter Scores

Consumer insights on NPS leaders

 

Satmetrix the owner of Net Promoter Score (NPS) published the results of Net Promoter leaders.

For those unaware of NPS, customers are asked, “On a scale from 0 to 10, with ‘0’ be ‘very unlikely’ and ’10’ being ‘very likely,’ to recommend the company, product or service to a friend or colleague.”

Scores of “9” and “10” are recognized as “promoters.”  Scores of “7” or “8” are recognized as “passives.”  Scores of “6” or lower are “detractors.”  The percent of responders that are “detractors” are subtracted from the percent of responders that are “promoters.”  The result is the net promoter score (NPS).

The top 10 NPS leaders are dominated by USAA:

  1. USAA – Banking = 87%
  2. Trader Joe’s = 82%
  3. Wegman’s = 78%
  4. USAA – Homeowners Insurance = 78%
  5. Costco = 77%
  6. USAA – Auto Insurance = 73%
  7. Apple = 72%
  8. Publix = 72%
  9. Amazon.com = 70%
  10. Kohl’s = 70%

The industry averages and industry leader are as follows:

  • Airlines = 15%; Jet Blue = 60%
  • Auto Insurance = 35%; USAA = 73%
  • Banking = 18%; USAA = 87%
  • Brokerage & Investments = 35%; Vanguard = 56%
  • Cable & Satellite TV = -3%; Verizon = 28%
  • Cellular Phone Service = 19%; Metro PCS = 41%
  • Computer Hardware = 32%; Apple = 72%
  • Credit Cards = 9%; American Express = 41%
  • Department, Wholesale and Specialty Stores = 46%; Costco = 77%
  • Grocery and Supermarkets = 49%; Trader Joe’s = 82%
  • Health Insurance = -5%; Kaiser Permanente = 28%
  • Homeowners Insurance = 27%; USAA = 78%
  • Internet Service = -4%; Verizon = 13%
  • Life Insurance = 0%; State Farm = 19%
  • Online Search and Information = 43%; Google = 53%
  • Online Shopping = 47%; Amazon.com = 70%

We just began measuring NPS for our company.  The consumer feedback and insights have been tremendous and we have a repeatable methodology so we can measure our progress over time.

Are you using NPS to measure customer satisfaction?

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About Chipotle for Life

An integrated marketing professional who generates insights from analytics to increase revenue. My blog for marketing now resides at www.insightsfromanalytics.com/blog. After getting requests from a number of people about my eating and exercise routine, I've decided to begin sharing about my healthy obsession with Chipotle and exercise.
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6 Responses to Top 10 U.S. Net Promoter Scores

  1. Eduardo says:

    Thanks , I’ve recently been searching for information approximately this topic for ages and yours is the greatest I’ve came upon so far.
    However, what about the bottom line? Are you certain in regards to the supply?

  2. denver AdMan says:

    for what year is this data for?

  3. Georgiana says:

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    article like yours. It’s pretty worth enough for me. Personally, if all website owners and bloggers made good content as you did, the net will be a lot more useful than ever before.

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