As part of our annual U.S. consumer benchmark study, we asked respondents to evaluate companies across multiple measures of customer experience (CX), including Net Promoter Score (NPS)* – a popular CX metric organizations use to track and increase the likelihood of customers recommending their business.
Of the 22 industries included in this study, grocers earned the highest NPS, with an average score of 34.3, while car rental companies received the lowest with an average of 15.8. Use these insights to compare your organization’s NPS to your industry’s average and track how you perform relative to companies in other industries that may be setting your customers’ experience expectations.
This 2024 U.S. consumer benchmark study surveyed 10,000 consumers across 354 companies and 22 industries on Net Promoter Score. To develop the NPS for each industry, we averaged the individual scores of the organizations within that industry. If you are a Qualtrics CX client and interested in methodology, additional benchmark metrics, or a list of companies included in this research, access the benchmark editor through Qualtrics.
For more NPS-related data and guidance, check out our research into the Economics of NPS, and our post with Advice for Propelling Your Net Promoter Score Program.
*The Ratings are calculated using the standard NPS® method. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix, and Fred Reichheld.