Experience Matters

OCTOBER 21, 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. USAA and JetBlue took the top two spots, each with an NPS of more than 60. On an industry level, auto dealers earned the highest average NPS, while TV service providers earned the lowest.

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

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.

2015 89

2015 NPS Net Promoter Score B2B 89

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. Download report for $195. Here are some highlights from the finalists: Activision Customer Care. Download report for $195.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

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.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

MAY 7, 2018

Voice of the Customer (VoC) programs are a critical component for many CX efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program. Here are links to download different versions of the infographic: Infographic: in .png This infographic examines those efforts. png format, in .pdf

2017 82

2017 Download NPS Customers 82

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Download This Guide to NPS for Beginners.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Experience Matters

DECEMBER 22, 2015

Ultimately, companies with stronger CX metrics programs deliver better customer experience, have stronger business results, more frequently measure ease of doing business, and compensate more employees based on CX metrics. Download report for $195. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74