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1、DATA SNAPSHOTDATA SNAPSHOTEconomics of Net Promoter Score,2024James Scutt,XMPPrincipal XM CatalystTalia QuaadgrasResearch Program ManagerJune Copyright 2024 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTKEY FINDINGS IN THIS REPORTMany organizations across the United States use Net Promote

2、r Score(NPS)as a key metric to understandcustomer loyalty and the quality of their customer experience.In this data snapshot,we examine therelationship between NPS and customer experience and share key insights on how loyalty differs according toNPS across 22 industries.Key findings include:+NPS and

3、 CX are highly correlated.Using the XMI Customer Ratings NPS and the XMI Customer Ratings Overall scores calculated for each company,we found that NPS and customer experience are highlycorrelated,with a Pearson correlationcoefficient of 0.83.+Grocery received the highest industry NPS.The average NPS

4、 for the grocery industry is 30,the highest across all industries studied.Streaming media and retail come in second and third,respectively,each with a score of 29.At the other end of the spectrum,consumer payments(-6),car rentals(8),and TV/internet service providers(9)received the lowest scores.+Con

5、sumer payments have the most to gain by converting detractors to promoters.Compared to detractors,promoters of consumer payments brands say they are likely to purchase more from the company 6.8 times more frequently,the largest difference across all industries.The grocery industry has the smallest d

6、ifferential promoters are likely to purchase more just 2.5 times more frequently than detractors.+Social media has the largest trust differential.Promoters of social media brands are significantly more likely to trust the company compared to detractors they are 6.2 times as likely to trust,the large

7、st gap in trust across all industries.Social media promoters also have the largest likelihood to forgive differential(6.2 times).Meanwhile,consumer payments promoters have the smallest forgiveness(2.3 times)and smallest trust(1.9 times)Copyright 2024 Qualtrics.All rights reserved.STUDY KEY FACTS US

8、consumer study Online panel study Conducted in Q3 of 2023 22 industries 351 brands 10,000 consumersExecutive SummaryFIGURES IN THE REPORT1.Economics of NPS:Airline Industry2.Economics of NPS:Auto Industry3.Economics of NPS:Banking Industry4.Economics of NPS:Car Rental Industry5.Economics of NPS:Comp

9、uter&Tablet Industry6.Economics of NPS:Consumer Payment Industry7.Economics of NPS:Electronics Industry8.Economics of NPS:Fast Food Industry9.Economics of NPS:Food Takeout&Delivery Industry10.Economics of NPS:Grocery Industry11.Economics of NPS:Health Insurance Industry12.Economics of NPS:Hotel Indu

10、stry13.Economics of NPS:Insurance Industry14.Economics of NPS:Investment Industry15.Economics of NPS:Parcel Delivery Industry 16.Economics of NPS:Retail Industry17.Economics of NPS:Software Industry18.Economics of NPS:Social Media Industry19.Economics of NPS:Streaming Media Industry20.Economics of N

11、PS:TV/Internet Service Provider Industry21.Economics of NPS:Utilities Industry22.Economics of NPS:Wireless Industry23.MCopyright 2024 Qualtrics.All rights reserved.STUDY OVERVIEW The data for this report comes from a US Consumer study that Qualtrics XM Institute conducted in the third quarter of 202

12、3.Using an online survey,XM Institute collected data from 10,000 consumers within the United States of America.To ensure that the data was reflective of the population within those countries,we set quotas for responses to match the gender,age,ethnicity,geographical region,and income according to the

13、 latest available U.S.Census.Economics of Net Promoter Score,2024Economics of NPS:Airline Industry+Airlines received an average NPS of 12,6 points lower than the 22-industry average NPS of 18 and the fifth-lowest industry score.+There is a strong positive correlation between a companys NPS and its p

14、erformance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 4.1x more likely to purchase more,5x more likely to trust,and 5.1x more likely to forgive an airline if it makes a mistake.-60-40-200204060-30-20-100102

15、030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8323%18%14%64%52%39%93%87%71%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from the airline

16、,they trust the airline,and they will forgive the airline for a mistake:PromotersPassivesDetractorsAirline NPSAirline vs.22-industry AvgAverage NPS across 9 airlinesfrom 4,517 customers 12Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 20

17、24 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUTEconomics of NPS:Auto Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correl

18、ation=0.8323%21%18%57%51%38%89%88%69%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from the automaker,they trust the automaker,and they will forgive the automaker for a mistake:PromotersPassivesDetra

19、ctorsAuto NPSAuto vs.22-industry AvgAverage NPS across 18 automakers from 4,838 customers 22Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institu

20、te Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Automotive brands received an average NPS of 22,4 points higher than the 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric mea

21、suring customer experience(CX).+Compared to detractors,promoters are 3.9x more likely to purchase more,4.1x more likely to trust,and 3.8x more likely to forgive an automaker if it makes a mistake.Economics of NPS:Banking Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates wi

22、th NPS351 Organizations Across 22 IndustriesPearson correlation=0.8320%21%13%54%53%35%87%89%68%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from the bank,they trust the bank,and they will forgive th

23、e bank for a mistake:PromotersPassivesDetractorsBanking NPSBanking vs.22-industry AvgAverage NPS across 15 banksfrom 5,193 customers 24Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US

24、consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Banks received an average NPS of 24,6 points higher than the 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall b

25、enchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 4.3x more likely to purchase more,4.2x more likely to trust,and 5.1x more likely to forgive a bank if it makes a mistake.Economics of NPS:Car Rental Industry-60-40-200204060-30-20-100102030Likelihood

26、To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8324%21%18%56%49%38%87%82%67%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from the car rental brand,they

27、 trust the brand,and they will forgive the brand for a mistake:PromotersPassivesDetractorsCar Rental NPSCar rental vs.22-industry AvgAverage NPS across 14 car rental Brands from 4,152 customers 8Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyr

28、ight 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Car rental companies received an average NPS of 8,10 points lower than the 22-industry average NPS of 18.+There is a strong positive correlation betwee

29、n a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 3.6x more likely to purchase more,4x more likely to trust,and 3.7x more likely to forgive a car rental brand if it makes a mis

30、take.Economics of NPS:Computer&Tablet Maker Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8324%19%17%56%47%38%88%82%68%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of d

31、etractors,passives and promoters who say they will purchase more from the computer and tablet brand,they trust the brand,and they will forgive the brand for a mistake:PromotersPassivesDetractorsComputer&Tablet NPSComputer&Tablet Maker vs.22-industry AvgAverage NPS across 13 computer&tablet makers fr

32、om 4,152 customers 15Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Computer and tablet maker

33、s received an average NPS of 15,3 points lower than the 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoter

34、s are 3.6x more likely to purchase more,4.4x more likely to trust,and 4.1x more likely to forgive a computer&tablet brand if it makes a mistake.Economics of NPS:Consumer Payment Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 Industrie

35、sPearson correlation=0.8312%43%29%51%55%40%82%84%66%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from the consumer payment brand,they trust the consumer payment brand,and they will forgive the brand

36、 for a mistake:PromotersPassivesDetractorsConsumer Payment NPSConsumer Payment vs.22-industry AvgAverage NPS across 17 consumer payment providers from 5,231 customers-6Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rig

37、hts reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Consumer payment companies received an average NPS of-6,24 points lower than the 22-industry average NPS of 18 and the lowest across all industries.+There is a strong positive co

38、rrelation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 6.8x more likely to purchase more,1.9x more likely to trust,and 2.3x more likely to forgive a consumer payment

39、s brand if it makes a mistake.Economics of NPS:Electronics Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8323%19%18%55%48%38%88%81%68%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty Behaviors

40、Percentage of detractors,passives and promoters who say they will purchase more from the electronics brand,they trust the electronics brand,and they will forgive the brand for a mistake:PromotersPassivesDetractorsElectronics NPSElectronics vs.22-industry AvgAverage NPS across 13 electronics companie

41、s from 4,855 customers 11Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Electronics companies

42、 received an average NPS of 11,7 points lower than the 22-industry average NPS of 18 and the 4th lowest across all industries benchmarked.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring cust

43、omer experience(CX).+Compared to detractors,promoters are 3.8x more likely to purchase more,4.3x more likely to trust,and 3.8x more likely to forgive an electronics brand if it makes a mistake.Economics of NPS:Fast Food Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates wit

44、h NPS351 Organizations Across 22 IndustriesPearson correlation=0.8331%18%15%67%44%37%92%80%67%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from the fast food brand,they trust the fast food brand,and

45、 they will forgive the brand for a mistake:PromotersPassivesDetractorsFast Food NPSFast Food vs.22-industry AvgAverage NPS across 24 fast food restaurants from 5,247 customers 25Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtri

46、cs.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Fast food restaurants received an average NPS of 25,7 points higher than the 22-industry average NPS of 18 and the 5th highest across all industries benchmarked.+There

47、is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 2.9x more likely to purchase more,4.4x more likely to trust,and 4.5x more likely to for

48、give a fast food restaurant if it makes a mistake.Economics of NPS:Food Takeout&Delivery Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8324%19%18%60%48%40%89%83%72%PURCHASE MORETRUSTFORGIVENESSEffect o

49、f NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from thefood takeout&delivery brand,they trust the brand,and they will forgive the brand for a mistake:PromotersPassivesDetractorsTakeout&Delivery NPSTakeout&Delivery vs.22-industry AvgAvera

50、ge NPS across 24 takeout&Delivery brands from 5,247 customers 26Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyK

51、EY TAKEAWAYSABOUT+Food takeout&delivery brands received an average NPS of 26,8 points higher than the 22-industry average NPS of 18 and the 4th highest across all industries.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchma

52、rk,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 3.7x more likely to purchase more,4.3x more likely to trust,and 4x more likely to forgive a food takeout&delivery brand if it makes a mistake.Economics of NPS:Grocery Industry-60-40-200204060-30-20-10010203

53、0Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8338%26%21%73%54%39%94%85%71%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from thegrocery br

54、and,they trust the grocery brand,and they will forgive the brand for a mistake:PromotersPassivesDetractorsGrocery NPSGrocery vs.22-industry AvgAverage NPS across 20 grocery stores from 5,254 customers 30Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience Rati

55、ngsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Grocery brands received an average NPS of 30,12 points higher than the 22-industry average NPS of 18 and the highest across all industries benc

56、hmarked.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 2.5x more likely to purchase more,3.2x more likely to trust,and 3.4x mor

57、e likely to forgive a grocery brand if it makes a mistake.Economics of NPS:Health Insurance Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8324%22%15%60%53%38%89%88%68%PURCHASE MORETRUSTFORGIVENESSEffec

58、t of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from thehealth insurer,they trust the health insurer,and they will forgive the health insurer for a mistake:PromotersPassivesDetractorsHealth Insurance NPSHealth Insurance vs.22-industry

59、AvgAverage NPS across 15 health insurers from 5,251 customers 15Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyK

60、EY TAKEAWAYSABOUT+Health insurers received an average NPS of 15,3 points lower than the 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).

61、+Compared to detractors,promoters are 4x more likely to purchase more,3.8x more likely to trust,and 4.4x more likely to forgive a health insurer if it makes a mistake.Economics of NPS:Hotel Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across

62、22 IndustriesPearson correlation=0.8323%20%18%57%51%38%89%82%68%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from thehotel brand,they trust the brand,and they will forgive the brand for a mistake:Pr

63、omotersPassivesDetractorsHotel NPSHotel vs.22-industry AvgAverage NPS across 22 hotel brands from 4,553 customers 14Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Sou

64、rce:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Hotel brands received an average NPS of 14,4 points lower than the 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a co

65、mposite metric measuring customer experience(CX).+Compared to detractors,promoters are 4x more likely to purchase more,3.8x more likely to trust,and 3.9x more likely to forgive a hotel brand if it makes a mistake.Economics of NPS:Insurance Industry-60-40-200204060-30-20-100102030Likelihood To Recomm

66、endCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8323%19%14%56%52%33%88%87%68%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from theinsurer,they trust the insurer,

67、and they will forgive the insurer for a mistake:PromotersPassivesDetractorsInsurance NPSInsurance vs.22-industry AvgAverage NPS across 18 insurers from 4,849 customers 15Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All r

68、ights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Insurers received an average NPS of 15,3 points lower than the 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance

69、on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 5x more likely to purchase more,3.8x more likely to trust,and 4.6x more likely to forgive an insurer if it makes a mistake.Economics of NPS:Investment Industry-60-

70、40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8326%23%18%59%53%37%90%88%71%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purch

71、ase more from theInvestment firm,they trust the firm,and they will forgive the firm for a mistake:PromotersPassivesDetractorsInvestment NPSInvestment vs.22-industry AvgAverage NPS across 13 investment firms from 4,810 customers 22Average NPS across 351 companies in 22 industries from 10,000 customer

72、s182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Investment firms received an average NPS of 22,4 points higher than the 22-industry average NPS of 18.+There is a st

73、rong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 3.9x more likely to purchase more,3.5x more likely to trust,and 4x more likely to forgive an i

74、nvestment firm if it makes a mistake.Economics of NPS:Parcel Delivery Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8331%20%18%63%46%34%91%82%68%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalt

75、y BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from theparcel delivery service provider,they trust the provider,and they will forgive the provider for a mistake:PromotersPassivesDetractorsParcel Delivery NPSParcel Delivery vs.22-industry AvgAverage NPS acr

76、oss 5 parcel delivery services from 5,288 customers 24Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWA

77、YSABOUT+Parcel delivery service providers received an average NPS of 24,6 points higher than the 22-industry average NPS of 18 and the 6th highest across all industries.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a

78、composite metric measuring customer experience(CX).+Compared to detractors,promoters are 2.9x more likely to purchase more,4.1x more likely to trust,and 3.7x more likely to forgive a parcel delivery service if it makes a mistake.Economics of NPS:Retail Industry-60-40-200204060-30-20-100102030Likelih

79、ood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8332%19%16%67%45%34%92%83%69%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from theretailer,they trus

80、t the retailer,and they will forgive the retailer for a mistake:PromotersPassivesDetractorsRetail NPSRetail vs.22-industry AvgAverage NPS across 41 retailersfrom 10,449 customers 29Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qual

81、trics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Retailers received an average NPS of 29,11 points higher than the 22-industry average NPS of 18 and the 3rd highest across all industries.+There is a strong positive

82、 correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 2.8x more likely to purchase more,4.3x more likely to trust,and 4.2x more likely to forgive a retailer if i

83、t makes a mistake.Economics of NPS:Software Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8322%17%16%55%43%36%88%82%71%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of d

84、etractors,passives and promoters who say they will purchase more from thesoftware firm,they trust the firm,and they will forgive the firm for a mistake:PromotersPassivesDetractorsSoftware NPSSoftware vs.22-industry AvgAverage NPS across 11 software firms from 5,105 customers 16Average NPS across 351

85、 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Software firms received an average NPS of 16,2 points higher than th

86、e 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 4x more likely to purchase more,4.7x more likely

87、 to trust,and 4.3x more likely to forgive a software firm if it makes a mistake.Economics of NPS:Social Media Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8317%13%11%51%35%33%85%78%69%PURCHASE MORETRU

88、STFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from thesocial media platform,they trust the platform,and they will forgive the platform for a mistake:PromotersPassivesDetractorsSocial Media NPSSocial media platforms

89、vs.22-industry AvgAverage NPS across 11 social media Platforms from 5,213 customers 21Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3

90、2023 USConsumer StudyKEY TAKEAWAYSABOUT+Social media platforms received an average NPS of 21,3 points higher than the 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric meas

91、uring customer experience(CX).+Compared to detractors,promoters are 5x more likely to purchase more,6.2x more likely to trust,and 6.2x more likely to forgive a social media platform if it makes a mistake.Economics of NPS:Streaming Media Industry-60-40-200204060-30-20-100102030Likelihood To Recommend

92、CX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8323%15%15%57%40%34%88%79%67%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from thestreaming media platform,they trus

93、t the platform,and they will forgive the platform for a mistake:PromotersPassivesDetractorsStreaming Media NPSStreaming media platforms vs.22-industry AvgAverage NPS across 20 streaming media Platforms from 4,871 customers 29Average NPS across 351 companies in 22 industries from 10,000 customers1820

94、23 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Streaming media platforms received an average NPS of 29,11 points higher than the 22-industry average NPS of 18 and the 2

95、nd highest across all industries.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 3.8x more likely to purchase more,5.2x more lik

96、ely to trust,and 4.4x more likely to forgive a streaming media platform if it makes a mistake.Economics of NPS:TV/Internet ServiceProvider Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8318%14%12%55%45

97、%34%87%83%69%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from theTV/internet service provider,they trust the provider,and they will forgive the provider for a mistake:PromotersPassivesDetractorsTV/

98、ISP NPSTV/internet service provider vs.22-industry AvgAverage NPS across 9 TV/ISPfrom 5,214 customers 9Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics

99、 XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+TV/internet service provider received an average NPS of 9,9 points lower than the 22-industry average NPS of 18 and the 3rd lowest across all industries.+There is a strong positive correlation between a companys NPS and its performance on our

100、XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 4.9x more likely to purchase more,6x more likely to trust,and 5.8x more likely to forgive a TV/ISP if it makes a mistake.Economics of NPS:Utilities Industry-60-40-2002040

101、60-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8325%19%18%58%50%40%88%85%72%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyalty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more f

102、rom theutilities provider,they trust the provider,and they will forgive the provider for a mistake:PromotersPassivesDetractorsUtilities NPSUtilities vs.22-industry AvgAverage NPS across 21 utilities providers from 4,736 customers 12Average NPS across 351 companies in 22 industries from 10,000 custom

103、ers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Utilities providers received an average NPS of 12,6 points lower than the 22-industry average NPS of 18.+There is

104、a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are 3.5x more likely to purchase more,4.4x more likely to trust,and 3.9x more likely to forgiv

105、e a utilities provider if it makes a mistake.Economics of NPS:Wireless Industry-60-40-200204060-30-20-100102030Likelihood To RecommendCX Correlates with NPS351 Organizations Across 22 IndustriesPearson correlation=0.8324%17%14%59%46%35%91%84%70%PURCHASE MORETRUSTFORGIVENESSEffect of NPS on Key Loyal

106、ty BehaviorsPercentage of detractors,passives and promoters who say they will purchase more from theutilities provider,they trust the provider,and they will forgive the provider for a mistake:PromotersPassivesDetractorsWireless NPSWireless vs.22-industry AvgAverage NPS across 10 wireless providers f

107、rom 5,134 customers 24Average NPS across 351 companies in 22 industries from 10,000 customers182023 XMI Experience RatingsCopyright 2024 Qualtrics.All rights reserved.Base:Base:10,000 US consumersSource:Source:Qualtrics XM Institute Q3 2023 USConsumer StudyKEY TAKEAWAYSABOUT+Wireless providers recei

108、ved an average NPS of 24,6 points higher than the 22-industry average NPS of 18.+There is a strong positive correlation between a companys NPS and its performance on our XMI Customer Ratings Overall benchmark,a composite metric measuring customer experience(CX).+Compared to detractors,promoters are

109、3.8x more likely to purchase more,4.9x more likely to trust,and 4.9x more likely to forgive a wireless provider if it makes a mistake.James Scutt,XMP Principal XM CatalystTalia Quaadgras Research Program ManagerJune 2024MethodologyDATA CALCULATIONDATA CALCULATIONOrganizations with fewer than 100 con

110、sumer responses were not included in this study.Consumers must have had an interaction with the organization within 90 days to evaluate it.We calculated the industry NPS by taking to total percentage of detractors(0-6)and subtracting that from the total number of promoters(9-10)in that industry.The

111、average NPS across industries is calculated by averaging all industry NPS together.To create the scatterplot,we plotted a data point for each organization by subtracting their NPS from their industrys average NPS and their XMI Customer Rating Overall score from their industry average XMI Customer Ra

112、ting Overall score and plotting the differences.We then calculated the Pearson Correlation Coefficient from those differences.Industry averages for the XMI Customer Rating Overall scores can be found in the 2023 XMI Customer Ratings Overall data snippet.To calculate the lower three charts,we took th

113、e percentage of promoters,passives,and detractors who gave a 6 or 7 on a 7-point scale for the following consumer behaviors:likelihood to purchase more,likelihood to forgive if a company made a mistake,and degree of trust.Numbers are rounded and may not match independent calculations.The XMI Customer Ratings-NPS are calculated using the standard NPS method.Net Promoter Score,Net Promoter,and NPS are registered trademarks ofBain&Company,Satmetrix,and Fred RCopyright 2024 Qualtrics.All rights reserved.AUTHORSPUBLICATION DATE