Satmetrix>Net Promoter>[ Net Promoter Benchmarks by Industry ]

Net Promoter Benchmarks by Industry

2014 U.S. CONSUMER NPS BENCHMARKS

 

Find out which brands stood out on customer loyalty, and which lagged. Understand drivers of loyalty and satisfaction for your industry or even your direct competitors. We conducted research with more than 24,000 U.S. consumers, and we offer insight on more than 200 major brands in 22 industry sectors. Download an overview of the industries covered and companies included, or see average scores and leaders by industry.

 

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FINANCIAL SERVICES

Banking

Purchase the report containing the following:

  • Net Promoter scores and rankings for the included brands
  • Overall findings from the 2014 US Banking study
  • For each bank featured:
    • NPS and distribution of Promoters, Detractors, and Passives
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 14 banking institutions:

  • Bank of America
  • BB&T
  • Chase
  • Citigroup
  • Citizens Bank
  • Fifth Third Bank
  • HSBC Bank
  • PNC Bank
  • Regions Bank
  • SunTrust Bank
  • TD Bank
  • U.S. Bank
  • USAA
  • Wells Fargo
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Financial Services Package for $2580

Brokerage & Investments

Purchase the report containing the following:

  • Net Promoter scores and rankings for the included brands
  • Overall findings from the 2014 US Brokerage and Investments study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 11 brokerage and investment companies:

  • Ameriprise Financial
  • Charles Schwab
  • Edward Jones
  • E*TRADE
  • Fidelity
  • ING
  • Merrill Lynch
  • Morgan Stanley Wealth Management
  • Scottrade
  • TD Ameritrade
  • Vanguard
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Financial Services Package for $2580

Credit Cards

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 Credit Cards study
  • For each Credit Card company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 8 credit card companies:

  • American Express
  • Bank of America
  • Capital One
  • Chase
  • Citigroup
  • Discover
  • U.S. Bank
  • Wells Fargo
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Financial Services Package for $2580

Buy all 3 reports for $1995

The package includes the following companies:

Banking

  • Bank of America
  • BB&T
  • Chase
  • Citigroup
  • Citizens Bank
  • Fifth Third Bank
  • HSBC Bank
  • PNC Bank
  • Regions Bank
  • SunTrust Bank
  • TD Bank
  • U.S. Bank
  • USAA
  • Wells Fargo

Brokerage & Investments

  • Ameriprise Financial
  • Charles Schwab
  • Edward Jones
  • E*TRADE
  • Fidelity
  • ING
  • Merrill Lynch
  • Morgan Stanley Wealth Management
  • Scottrade
  • TD Ameritrade
  • Vanguard

Credit Cards

  • American Express
  • Bank of America
  • Capital One
  • Chase
  • Citigroup
  • Discover
  • U.S. Bank
  • Wells Fargo

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Financial Services sector study
  • For each Financial Services company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend
Purchase Report for $1995
Purchase Report and the underlying data for $2580

INSURANCE

Health Insurance

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Health Insurance study
  • For each company featured:
    • NPS and distribution of Promoters, Detractors, and Passives
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 9 health insurance companies:

  • AETNA
  • Anthem
  • BlueCross BlueShield of Florida
  • BlueCross BlueShield of California
  • CIGNA
  • Humana
  • Kaiser
  • Medicare
  • United Healthcare
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Insurance Package for $2580

Auto Insurance

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Auto Insurance study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 13 auto insurance companies:

  • 21st Century
  • AAA
  • Allstate
  • American Family
  • Farmers
  • GEICO
  • Hartford
  • Liberty Mutual
  • Nationwide
  • Progressive
  • State Farm
  • Travelers
  • USAA
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Insurance Package for $2580

Home & Contents Insurance

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 home/contents insurance study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 10 home/contents insurance companies:

  • AAA
  • Allstate
  • American Family
  • Farmers
  • Hartford
  • Liberty Mutual
  • Nationwide
  • State Farm
  • Travelers
  • USAA
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Insurance Package for $2580

Life Insurance

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 life insurance study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 6 life insurance companies

  • Allstate
  • Liberty Mutual
  • MetLife
  • New York Life
  • Prudential
  • State Farm
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Insurance Package for $2580

Buy all 4 reports for $2580

The package report for this sector includes data for the following insurance companies:

Health Insurance

  • AETNA
  • Anthem
  • BlueCross BlueShield of Florida
  • BlueCross BlueShield of California
  • CIGNA
  • Humana
  • Kaiser
  • Medicare
  • United Healthcare

Auto Insurance

  • 21st Century
  • AAA
  • Allstate
  • American Family
  • Farmers
  • GEICO
  • Hartford
  • Liberty Mutual
  • Nationwide
  • Progressive
  • State Farm
  • Travelers
  • USAA

Home/Contents Insurance

  • AAA
  • Allstate
  • American Family
  • Farmers
  • Hartford
  • Liberty Mutual
  • Nationwide
  • State Farm
  • Travelers
  • USAA

Life Insurance

  • Allstate
  • Liberty Mutual
  • MetLife
  • New York Life
  • Prudential
  • State Farm

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Insurance sector study
  • For each insurance company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend
Purchase Report for $2580
Purchase Report and the underlying data for $3335

TELECOMMUNICATIONS

Cable/Satellite TV Service

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Cable/Satellite TV study
  • For each company featured:
    • NPS and distribution of Promoters, Detractors, and Passives
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 10 cable/satellite TV companies:

  • AT&T
  • Brighthouse Networks
  • Cablevision
  • Comcast
  • Charter Communications
  • Cox Communications
  • DIRECTV
  • Dish Network
  • Time Warner Cable
  • Verizon
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Telecommunications for $2580

Cellular Phone Service

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Cellular Phone study
  • For each cellular phone company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 10 cellular phone companies:

  • Alltel
  • AT&T
  • Cricket
  • Metro PCS
  • Sprint
  • T-Mobile
  • Tracfone
  • U.S. Cellular
  • Verizon
  • Virgin Mobile
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Telecommunications for $2580

Internet Service

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 Internet Services study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 13 internet service companies:

  • AOL
  • AT&T
  • Brighthouse Networks
  • Cablevision
  • Cox Communications
  • CenturyLink
  • Charter Communications
  • Comcast
  • Earthlink
  • Mediacom
  • Time Warner
  • Verizon
  • Windstream
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Telecommunications for $2580

Buy all 3 reports for $1995

The package report for this sector includes data for the following telecommunications companies:

Cable/Satellite

  • AT&T
  • Brighthouse Networks
  • Cablevision
  • Comcast
  • Charter Communications
  • Cox Communications
  • DIRECTV
  • Dish Network
  • Time Warner Cable
  • Verizon

Cellular Phone

  • Alltel
  • AT&T
  • Cricket
  • Metro PCS
  • Sprint
  • T-Mobile
  • Tracfone
  • U.S. Cellular
  • Verizon
  • Virgin Mobile

Internet

  • AOL
  • AT&T
  • Brighthouse Networks
  • Cablevision
  • Cox Communications
  • CenturyLink
  • Charter Communications
  • Comcast
  • Earthlink
  • Mediacom
  • Time Warner
  • Verizon
  • Windstream

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Telecommunications sector study
  • For each telecommunications company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend
Purchase Report for $1995
Purchase Report and the underlying data for $2580

TECHNOLOGY & ELECTRONICS

Tablet Computers

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Tablet Computer study
  • For each company featured:
    • NPS and distribution of Promoters, Detractors, and Passives
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 7 tablet computer companies:

  • Acer Iconia
  • Apple iPad
  • Asus (Transformer, Google Nexus 7)
  • Blackberry Playbook
  • Kindle Fire
  • Microsoft Surface
  • Samsung (Galaxy Tab, Google Nexus 10)
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Technology & Electronics for $2580

Smartphones

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Smartphone study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 7 smartphone companies:

  • Apple iPhone
  • Blackberry HTC
  • LG
  • Motorola
  • Nokia
  • Samsung
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Technology & Electronics for $2580

Software & Apps

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 Software & Apps study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 9 software & app companies:

  • Adobe Creative Suite
  • Apple iWork
  • Evernote
  • Google Docs/Google Drive
  • McAfee
  • Microsoft Office
  • Mint.com
  • Norton AntiVirus
  • TurboTax
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Technology & Electronics for $2580

Laptop Computers

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 laptop computer study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 10 laptop computer companies:

  • Acer
  • Apple
  • Dell
  • eMachines
  • Gateway
  • HP
  • Lenovo
  • Samsung
  • Sony
  • Toshiba
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Technology & Electronics for $2580

Buy all 4 reports for $2580

The package report for this sector includes data for the following technology & electronics companies:

Tablet Computers

  • Acer Iconia
  • Apple iPad
  • Asus (Transformer, Google Nexus 7)
  • Blackberry Playbook
  • Kindle Fire
  • Microsoft Surface
  • Samsung (Galaxy Tab, Google Nexus 10)

Smartphones

  • Apple iPhone
  • Blackberry HTC
  • LG
  • Motorola
  • Nokia
  • Samsung

Software & Apps

  • Adobe Creative Suite
  • Apple iWork
  • Evernote
  • Google Docs/Google Drive
  • McAfee
  • Microsoft Office
  • Mint.com
  • Norton AntiVirus
  • TurboTax

Laptop Computers

  • Acer
  • Apple
  • Dell
  • eMachines
  • Gateway
  • HP
  • Lenovo
  • Samsumg
  • Sony
  • Toshiba

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Technology & Electronics sector study
  • For each insurance company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend
Purchase Package for $2580
Purchase Report and the underlying data for $3335

ONLINE SERVICES

Online Entertainment

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Online Entertainment study
  • For each company featured:
    • NPS and distribution of Promoters, Detractors, and Passives
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 11 online entertainment companies:

  • Amazon Prime/Amazon Instant Video
  • Blockbuster On Demand
  • Google Play
  • Hulu or Hulu Plus
  • iTunes
  • Netflix Online
  • Pandora Radio
  • Rhapsody MP3
  • Spotify
  • Vudu.com
  • XBox Music/Xbox Video
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Online Services Package for $2580

Online Shopping

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Online Shopping study
  • For each online shopping company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 9 online shopping companies:

  • Amazon.com
  • Barnes & Noble (bn.com)
  • BestBuy.com
  • eBay
  • Google Shopping
  • Overstock.com
  • Target.com
  • Walmart.com
  • Zappos.com
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Online Services Package for $2580

Travel Websites

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 Travel Websites study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 7 travel websites companies:

  • Expedia
  • Hotels.com
  • Orbitz
  • Priceline.com
  • Travelocity
  • TripAdvisor
  • Yahoo! Travel
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Online Services Package for $2580

Buy all 3 reports for $1995

The package report for this sector includes data for the following Online Services companies:

Online Entertainment

  • Amazon Prime/Amazon Instant Video
  • Blockbuster On Demand
  • Google Play
  • Hulu or Hulu Plus
  • iTunes
  • Netflix Online
  • Pandora Radio
  • Rhapsody MP3
  • Spotify
  • Vudu.com
  • XBox Music/Xbox Video

Online Shopping

  • Amazon.com
  • Barnes & Noble (bn.com)
  • BestBuy.com
  • eBay
  • Google Shopping
  • Overstock.com
  • Target.com
  • Walmart.com
  • Zappos.com

Travel Websites

  • Expedia
  • Hotels.com
  • Orbitz
  • Priceline.com
  • Travelocity
  • TripAdvisor
  • Yahoo! Travel

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Online Services sector study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend
Purchase Package for $1995
Purchase Report and the underlying data for $2580

RETAIL STORES

Department/Specialty Stores

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Department Stores study
  • For each company featured:
    • NPS and distribution of Promoters, Detractors, and Passives
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 14 department/specialty stores:

  • Belk
  • Best Buy
  • BJ’s Wholesale Club
  • Costco
  • Dillards
  • JC Penney
  • Kohl’s
  • K-Mart
  • Macy’s
  • Nordstrom
  • Sam’s Club
  • Sears
  • Target
  • Walmart
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Retail Stores Package for $2580

Grocery/Supermarkets

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Grocery & Supermarket study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 14 grocery/supermarkets:

  • Albertstons
  • Food Lion
  • Giant Eagle
  • HEB
  • Kroger
  • Meijer
  • Publix
  • Safeway
  • Shop Rite
  • Stop & Shop
  • Trader Joe’s
  • Walmart
  • Wegmans
  • Whole Foods
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Retail Stores Package for $2580

Drug Store/Pharmacies

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 Drug Store & Pharmacies study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 4 drug store/pharmacies:

  • CVS
  • Rite Aid
  • Walgreens
  • Walmart Pharmacy
Purchase Report for $995
Purchase Report & Underlying Data for $1290
Purchase Retail Stores Package for $2580

Buy all 3 reports for $1995

The package report for this sector includes the following companies:

Department Stores

  • Belk
  • Best Buy
  • BJ’s Wholesale Club
  • Costco
  • Dillards
  • JC Penney
  • Kohl’s
  • K-Mart
  • Macy’s
  • Nordstrom
  • Sam’s Club
  • Sears
  • Target
  • Walmart

Grocery/Supermarkets

  • Albertstons
  • Food Lion
  • Giant Eagle
  • HEB
  • Kroger
  • Meijer
  • Publix
  • Safeway
  • Shop Rite
  • Stop & Shop
  • Trader Joe’s
  • Walmart
  • Wegmans
  • Whole Foods

Drugstores/Pharmacies

  • CVS
  • Rite Aid
  • Walgreens
  • Walmart Pharmacy

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 Retail Stores study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend
Purchase Package for $1995
Purchase Report and the underlying data for $2580

TRAVEL & HOSPITALITY

Airlines – Complimentary

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Hotels

Purchase the report containing the following:

  • Net Promoter scores and rankings for the brands
  • Overall findings from the 2014 US Hotel Chains sector study
  • For each company featured:
    • NPS and distribution of Promoters, Passives, and Detractors
    • Satisfaction ratings for customer experience attributes
    • The drivers behind the score: Correlation of customer experience attributes with the likelihood to recommend

The report for this sector includes data for the following 13 hotel chains:

  • Best Western
  • Comfort Inn
  • Days Inn
  • Hampton Inn
  • Hilton
  • Holiday Inn
  • Hyatt
  • Marriott
  • Motel 6
  • Quality
  • Sheraton (Starwood)
  • Super 8
  • Westin (Starwood)
Purchase Report for $995
Purchase Report & Underlying Data for $1290

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