Experience Matters
OCTOBER 21, 2014
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries.
Experience Matters
OCTOBER 13, 2015
See the NPS Benchmark Studies from 2012 , 2013 , and 2014. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Fujitsu , Highmark , Buick , and Humana had the largest decline in NPS between 2014 and 2015. Investment firms have the largest generation gap. Download report for $495.
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Experience Matters
SEPTEMBER 16, 2015
It also includes the summary NPS scores from 2014. It also includes the summary NPS scores from 2014. Note: See our 2014 NPS benchmark , 2013 NPS benchmark and 2012 NPS benchmark for tech vendors as well as our page full of NPS resources. Download report for $695. includes Excel spreadsheet with data).
Experience Matters
OCTOBER 27, 2015
Respondents think that the most important source of insights in the future will be customer interaction history, and they think that going forward, multiple-choice questions will be the least important. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.
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. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195.
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