RESEARCH

Economics of NPS, 2022

Many organizations across the United States use Net Promoter Score® (NPS®) as a key metric to understand customer loyalty and the quality of their customer experience. In this data snapshot, we examine the relationship between NPS® and customer experience and share key insights on how loyalty differs according to NPS® across 22 industries.

In this report, you'll learn
    • NPS and CX are highly correlated
    • Grocery received the highest industry NPS
    • Consumer payments have the largest repurchase differential
    • Social media has the largest forgiveness and trust differentials
The world’s top brands trust Qualtrics to deliver breakthrough experiences
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