Beyond Philosophy
DECEMBER 26, 2014
Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.
Experience Matters
SEPTEMBER 16, 2015
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. Overall, the tech vendor industry’s average NPS jumped to 31.8 Download report for $695.
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Beyond Philosophy
NOVEMBER 10, 2014
According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. By comparison, the S&P 500 returned only $93, a 7-percent loss.
Experience Matters
OCTOBER 13, 2015
This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries.
Beyond Philosophy
NOVEMBER 11, 2014
In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.
Experience Matters
DECEMBER 31, 2014
9 Recommendations For Net Promoter Score (NPS) (2011). Net Promoter Score and Market Share For 60 Tech Vendors (2012). note: See updated NPS benchmark from 2014 ]. As I’ve noted in parenthesis, some of these posts were written in previous years. 14 Customer Experience Trends for 2014 (The Year of Empathy).
Retently
MARCH 23, 2023
Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.
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