As part of XM Institute’s annual U.S. consumer benchmark study, we asked 10,000 respondents to evaluate their experiences with 319 companies across 20 industries. Respondents evaluated companies across multiple measures of customer experience, including Net Promoter Score®. We then follow the NPS process defined by Bain & Company, Satmetrix, and Fred Reichheld to determine each organization’s XMI Customer Ratings - Consumer NPS score.
In this year’s Ratings, we found that, on average, streaming media companies are most likely to be recommended by their customers, while Car Rental companies are least likely to be recommended.