As part of our annual U.S. consumer benchmark study, we asked respondents to evaluate companies across multiple measures of customer experience, including Net Promoter Score (NPS) - a popular customer experience metric organizations use to track and increase the likelihood of customers recommending their business.
We found that grocery stores received the highest NPS, with an average score of 33.3, while the consumer payment industry received the lowest average NPS, at -0.1. Use these insights to understand where your organization’s NPS ranks both within your industry and across industries..
This U.S. consumer benchmark study surveyed 9,056 consumers across 344 companies and 22 industries on Net Promoter Score. For more information on changes in Net Promoter Score from 2019 to 2021, see our blog post, Net Promoter Scores Partially Recover From 2020 Collapse.
Note: Net Promoter, Net Promoter Score, and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc.