1710 NPSBenchmarkStudy FINAL

TEMKIN
GROUP INSIGHT REPORT

NET PROMOTER SCORE BENCHMARK
STUDY, 2017
SIXTH ANNUAL STUDY ANALYZING NPS FOR 299
COMPANIES ACROSS 20 INDUSTRIES

By Bruce Temkin
Customer Experience Transformist
& Managing Partner

October 2017

TEMKIN GROUP
INFO@TEMKINGROUP.COM
617/916-2075
TEMKINGROUP.COM

TEMKIN GROUP INSIGHT REPORT www.temkingroup.com

Executive Summary
Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. To compare
scores across organizations and industries, Temkin Group measured the NPS of almost 300 companies
across 20 industries based on a survey of 10,000 U.S. consumers. Here are the highlights from this
benchmark:
< With an NPS of 66, USAA’s insurance business earned the highest score in the study for the fifth year in
a row.
< Comcast received the lowest NPS for the third year in a row with a score of -9.
< The industry average for NPS ranged from a high of 43 for auto dealers down to a low of 9 for TV &
Internet service providers.
< Citibank, whose NPS lagged 35 points behind the banking average, fell the farthest behind its peers.
< All industries saw their average NPS decline over the past year, though utilities dropped the most.
< 18- to 24-year-old consumers give companies the lowest NPS (with an average score of 17 across
industries), while consumers 65 and older give the highest NPS (with an average score of 38 across
industries).
< NPS is highly correlated with customer experience. On average, customer experience leaders enjoy an
NPS over 18 points higher than customer experience laggards.
USAA and JetBlue Lead the NPS Benchmark of 299 U.S. Companies
Our research shows that many large companies use Net Promoter Score (NPS) to evaluate customer
experience, so we benchmarked the NPS of 299 companies across 20 industries.1 In order to
complete this analysis, we:
§ Surveyed U.S. consumers. Using an online survey, we asked 10,000 U.S. consumers to
provide feedback on the companies that they had interacted with during the previous 90
days.2 Respondents answered the standard NPS question: How likely are you to recommend
<company> to friends and colleagues? Consumers selected a response from 0 (not at all
likely) to 10 (extremely likely).
§ Categorized respondents as promoters, passives, and detractors. For each company,
we determined the percentages of its respondents who were promoters (selected 9 or 10),
passives (selected 7 or 8), or detractors (selected between 0 and 6).
§ Calculated NPS. We then found the NPS for each company by subtracting its percentage of
detractors from its percentage of promoters. And although we included every survey
response in the industry average calculation, we are only publishing results from the 299
companies with feedback from at least 100 consumers (see Figure 1).

1 See the Temkin Insight Group Report, “The State of CX Metrics, 2016,” (December 2016).
2 Data comes from the Temkin Group Q3 2017 Consumer Benchmark Survey, which was an online study of
10,000 U.S. consumers conducted during August 2017. Survey respondents were representative of the U.S.
Census based on quotas for age, income, gender, ethnicity, and geographic region.

Copyright ©2017 Temkin Group. All rights reserved. Page 2


USAA and JetBlue Earn Top Spots in NPS Rankings
After calculating the NPS for the 299 companies, we found that:
§ USAA tops the NPS rankings. One of USAA’s businesses has earned the highest NPS every
year we’ve conducted this survey. This year, for the fifth year in a row, USAA’s insurance
business took the top spot with an NPS of 66. The companies with the next highest scores
are JetBlue (59), Jeep (58), and Chick-fil-A (58) (see Figure 2).
§ Comcast remains on the bottom. With an NPS of -9, Comcast received the lowest score in
our benchmark for the third straight year. Citibank, Charter Spectrum, Pacific Gas and
Electric, Consolidated Edison of NY, and Optimum all also received an NPS of -5 or below.
§ Auto dealers earn the top spot. When we analyzed the scores by industry, we found that
auto dealers enjoy the highest average NPS with a score of 43, putting them well ahead of
any other industry (see Figures 3 to 9).3 Fifty-nine percent of auto dealers’ customers are
promoters, while only 16% are detractors (see Figure 10). The streaming media industry
earned the second highest average score with an NPS of 41. The lowest scoring industry –
by a wide margin – is TV & Internet service providers, who only received an industry
average NPS of only 3.
§ USAA and JetBlue outshine their competitors. We compared every company’s NPS to its
industry’s average NPS (see Figure 11). USAA’s insurance business, USAA’s credit card
business, and JetBlue all earned scores 33 points above their industry average, the highest
of all the companies we evaluated. Chick-fil-A and USAA’s banking businesses also outpaced
the competition by significant margins, each coming in 30 points above its industry
averages.
§ Citibank falls furthest behind. Citibank lags furthest behind its peers with an NPS 35
points below the banking industry average. Super8 is not much better, falling 34 points
below its peers.
§ Utilities dropped the most. When we compared this year’s industry averages with
industry averages from the last two years, we found that the average for every industry has
dropped since last year (see Figure 12).4 Utilities dropped the most, falling 14 points. And
even though their scores fell this year, wireless carriers overall have gained the most since
2015, as their score has gone up by seven points over that time.
NPS Increases With Age

We examined how industry NPS differs across age groups and found that (see Figure 13):
§ Young consumers gave the lowest NPS. Customers between the ages of 18 and 25
assigned companies the lowest scores of any age group, giving an average score of 17 across
the 20 industries. In fact, this group gave the lowest average scores for 16 of the 20
industries we evaluated.

3 Industry averages are calculated as the average score across all consumer ratings in the industry, not as
averages of the individual companies.
4 See the Temkin Group Insight Report, “Net Promoter Score Benchmark Study, 2016,” (October 2016).



§ Older consumers gave the highest NPS. Consumers 65 and older assigned companies the
highest scores of any age group, giving an average score of 38 across the 20 industries.
Overall, this group gave the highest scores to 16 of the 20 industries. Consumers between
the ages of 55 and 64 assigned the second highest average scores.
§ Investment firms have the most pronounced generation gap. On average, there’s a 21-
point gap between the age group who assigned the highest NPS and the age group who
assigned the lowest NPS. This is most noticeable in the investment industry, where
consumers 65 and older gave the industry an average score of 48, while consumers 24 and
younger gave it an average score of 6 – a difference of 42 percentage-points.
Want Higher NPS? Improve Customer Experience

How can companies increase their NPS? By improving the experience they deliver to customers. To
examine the link between NPS and customer experience (CX), we compared companies’ NPS to
their scores in our 2017 Temkin Experience Ratings. We found (see Figure 14):5
§ A very high correlation. The Pearson correlation between NPS and the Temkin Experience
Ratings is 0.7.
§ A huge gap between CX leaders and laggards. Part of the 2017 Temkin Experience Ratings
report looks at how the CX ratings of the 331 companies we evaluated compares to their
industry average. When we compared the results of that study with the results of this NPS
study, we found that the same companies that most dramatically outperformed their
industry’s average for customer experience also outperformed their industry’s average for
NPS. These overachievers earned an average NPS 9.1 points higher than their peers.
Meanwhile those that deliver the worst customer experience also received the lowest NPS,
averaging scores 9.4 points below their industry’s average.

5 The Temkin Experience Ratings measure companies’ customer experience by asking consumers to rate three
areas of their experience: success, effort, and emotion. See the Temkin Group Insight Report, “2017 Temkin
Experience Ratings,” (March 2017).



Temkin Group Measured Net Promoter Scores
For 299 Companies Across 20 Industries
Airlines: Air Canada, Alaska Airlines, American Airlines, Delta Airlines, Frontier Airlines, JetBlue Airways
Southwest Airlines, Spirit Airlines, United Airlines, Virgin America
Auto dealers: Audi, BMW, Buick, Cadillac, Chevrolet, Chrysler, Dodge, Ford, Honda, Hyundai, Jeep, Kia, Mazda, Nissan,
Subaru, Toyota
Banks: A credit union, Ally Bank, Bank of America, BB&T, Capital One Bank, Chase, Citibank, Citizens Bank, Fifth Third Bank,
Navy Federal Credit Union, PNC, Regions, SunTrust Bank, TD Bank, U.S. Bank, USAA, Wells Fargo Bank
Computers & tablet makers: Acer, Amazon, Apple, Asus, Barnes & Noble, Dell, Gateway, Hewlett-Packard, Lenovo, Sony,
Toshiba
Credit card issuers: American Express, Bank of America, Barclaycard, Capital One, Chase, Citigroup, Discover, U.S. Bank,
USAA, Wells Fargo
Fast food chains: Arby’s, Baskin Robbins, Burger King, Chick-fil-A, Chipotle Mexican Grill, Dairy Queen, Domino’s, Dunkin
Donuts, Hardees, IHOP, Jack in the Box, KFC, Little Caesar’s, McDonalds, Panda Express, Panera Bread, Papa John’s, Pizza Hut,
Popeye’s Louisiana Kitchen, Sonic Drive-In, Starbucks, Subway, Taco Bell, Wendy’s
Health plans: Aetna, Anthem, BCBS of Florida, BCBS of Michigan, BCBS of New Jersey, Blue Cross Blue Shield plan not listed
above, Blue Shield of California, CIGNA, Humana, Kaiser Permanente, Medicaid, Medicare, TriCare, United Healthcare
Hotels: Airbnb, Best Western, Comfort Inn, Courtyard By Marriott, Crowne Plaza, Days Inn, Fairfield Inn, Hampton Inn,
Hilton, Holiday Inn, Holiday Inn Express, Hyatt, La Quinta Inn, Marriott, Motel 6, Quality Inn, Residence Inn, Sheraton, Super
8, Wyndham
Insurance: 21st Century, AAA, Allstate, American Family, Farmers, GEICO, Liberty Mutual, MetLife, Nationwide, New York
Life, Progressive, Prudential, State Farm, The Hartford, Travelers, USAA
Investments: A credit union, Ameriprise Financial, Capital One 360, Charles Schwab, E*TRADE, Edward Jones, Fidelity
Investments, Merrill Lynch, Morgan Stanley Smith Barney, Scottrade, TD Ameritrade, Vanguard, Wells Fargo Advisors
Parcel delivery services: DHL, FedEx, U.S. Postal Service, UPS
Rental Cars & Transport: ACE Rent A Car, Alamo Rent A Car, Avis, Budget, Dollar, Enterprise Rent-A-Car, Hertz, Lyft, Uber
Retailers: 7-Eleven, Ace Hardware, Advance Auto Parts, Amazon.com, Apple Retail Store, AutoZone, Barnes & Noble, Bed
Bath & Beyond, Best Buy, BJ s Wholesale Club, Costco, CVS, Dick's Sporting Goods, Dollar General, Dollar Tree, eBay, Etsy,
Family Dollar, Foot Locker, GameStop, Gap, Home Depot, JCPenney, Kmart, Kohl's, Lowe's, Macy's, Marshalls, Michael s,
Nordstrom, O'Reilly Auto Parts, Office Depot, Old Navy, PetSmart, QVC, Rite Aid, Ross, Sam's Club, Sears, Staples, T.J. Maxx,
Target, Toys 'R' Us, True Value, Wal-Mart, Walgreens
Software makers: Activision, Adobe, Apple, Blackboard, Google, Intuit, McAfee, Microsoft, Sony, Symantec
Streaming media: Amazon Prime Instant Video, Amazon Prime Music, Apple Music, ESPN, GooglePlay, HBO, Hulu,
iHeartRadio, iTunes, Netflix, Pandora, Showtime, SiriusXM, SoundCloud, Spotify, Starz
Supermarket chains: Albertsons, Aldi, Food Lion, Giant Eagle, H-E-B, Hannaford, Hy-Vee, Kroger, Piggly Wiggly, Publix,
Safeway, Save-a-Lot, ShopRite, Stop & Shop, Trader Joe s, Vons, Wawa Food Markets, Wegmans, Whole Foods, Winn-Dixie
TV & appliances: Bosch, Electrolux, GE, Haier, LG, Mitsubishi, Panasonic, Philips, Samsung, Sharp, Sony, Toshiba, Vizio,
Whirlpool
TV/ISPs: AOL, AT&T, Charter Spectrum, Comcast, Cox Communications, DirecTV, Dish Network, Optimum, Verizon
Utilities: Ameren Illinois Company, Commonwealth Edison, Consolidated Edison Company of New York, Duke Energy
Progress, Florida Power & Light, Georgia Power, Pacific Gas and Electric Company, PSE&G, Southern California Edison,
Southern California Gas Company, TXU Energy
Wireless carriers: AT&T, Cricket Wireless, MetroPCS, Sprint, T-Mobile, TracFone, US Cellular, Verizon Wireless, Virgin
Mobile
Base: 10,000 U.S. consumers

Source: Temkin Group Q3 2017 Consumer Benchmark Survey
Copyright ©2017 Temkin Group. All rights reserved.

Figure 1



Net Promoter Scores (NPS): Top and Bottom 20 Companies

Highest NPS Lowest NPS
Company Industry NPS Company Industry NPS
USAA Insurance 66 TV & Internet

Comcast -9
Service
JetBlue
Airlines 59 Citibank Banks -8
Airways
Charter TV & Internet
-8
Jeep Auto Dealer 58 Spectrum Service
Chick-fil-A Fast Food 58 Pacific Gas and

Utilities -6
Electric
Apple Computers & Tablets 57
USAA Credit Cards 57
Consolidated
Utilities -5
Amazon.com Retailers 57 Edison of NY
Trader Joe s Supermarkets 56

TV & Internet
Optimum -5
USAA Banks 56 Service
Super 8 Hotels -3
Navy Federal
Banks 55 Spirit Airlines Airlines -3
Credit Union
Commonwealth
H-E-B Supermarkets 54 Utilities -3
Edison
Apple Software 54 TV & Internet
Cox Comm. -1
Service
Aldi Supermarkets 54
United Airlines Airlines -1
ACE Rent A Frontier
Rental Cars 54 Airlines 1
Car Airlines
BCBS of Florida Health Plans 2
Subaru Auto Dealer 54
McDonalds Fast Food 2
A credit union Banks 53 Sears Retailers 2
Audi Auto Dealer 53 Citigroup Credit Cards 2
Motel 6 Hotels 5
Wegmans Supermarkets 52
Burger King Fast Food 6
Publix Supermarkets 52 7-Eleven Retailers 6
QVC Retailers 52 Anthem Health Plans 6


Figure 2



Range of Net Promoter Scores (NPS) Across Industries

-20 -10 0 10 20 30 40 50 60 70 80
24 43 58
Auto Dealers
27 41 49
Streaming Media
21 37 57
Computers & Tablets
10 36 56
Supermarkets
18 34 49
Investment Firms
12 34 54 Low High
Software Firms NPS Avg. NPS
17 34 50
TV & Appliances
10 33 66
Insurance Carriers
-3 31 49
Hotels & Rooms
2 31 57
Retailers
6 28 35
Parcel Delivery Services
2 27 58
Fast Food Chains
11 27 54
Rental Cars & Transport
-3 26 59
Airlines
-8 26 56
Banks
9 25 37
Wireless Carriers
2 23 57
Credit Cards
2 18 40
Health Plans
-6 12 31
Utilities
-9 3 17
TV & Internet service


Figure 3



Net Promoter Scores (NPS) By Industry (Page 1)
JetBlue Airways Airlines 59 Chrysler Auto Dealer 24

Southwest Airlines Airlines 47 USAA Banks 56
Air Canada Airlines 46 Navy Federal Credit

Banks 55
Union
Virgin America Airlines 45
Alaska Airlines Airlines 36 A credit union Banks 53
Regions Banks 40
Delta Airlines Airlines 17
TD Bank Banks 39
American Airlines Airlines 15
Ally Bank Banks 36
Frontier Airlines Airlines 1
BB&T Banks 33
PNC Banks 32
Spirit Airlines Airlines -3
Chase Banks 31
Jeep Auto Dealer 58
Citizens Bank Banks 23
Subaru Auto Dealer 54
U.S. Bank Banks 21
Audi Auto Dealer 53
SunTrust Bank Banks 20
Honda Auto Dealer 51
Capital One Bank Banks 18
Hyundai Auto Dealer 46
Bank of America Banks 18
Chevrolet Auto Dealer 45
Wells Fargo Bank Banks 14
Cadillac Auto Dealer 45
Fifth Third Bank Banks 11
Toyota Auto Dealer 43 Citibank Banks -8
Ford Auto Dealer 43 Apple Computers 57
Mazda Auto Dealer 42 Amazon Computers 47
Kia Auto Dealer 40 Sony Computers 46
Buick Auto Dealer 38 Hewlett-Packard Computers 37
Nissan Auto Dealer 34 Dell Computers 31
BMW Auto Dealer 33 Barnes & Noble Computers 25
Dodge Auto Dealer 31 Lenovo Computers 24


Figure 4




Domino’s Fast Food 29
Asus Computers 23
Subway Fast Food 28
Gateway Computers 22 Hardees Fast Food 27
Toshiba Computers 22 Dairy Queen Fast Food 26
Taco Bell Fast Food 25
Acer Computers 21
Arby’s Fast Food 24
USAA Credit Cards 57
Panda Express Fast Food 23
Discover Credit Cards 36
IHOP Fast Food 22
American Express Credit Cards 35
Wendy’s Fast Food 19
Capital One Credit Cards 28
KFC Fast Food 16
Chase Credit Cards 26
Jack in the Box Fast Food 12
U.S. Bank Credit Cards 19
Burger King Fast Food 6
Barclaycard Credit Cards 17
McDonalds Fast Food 2
Bank of America Credit Cards 16
Kaiser Permanente Health Plans 40
Wells Fargo Credit Cards 12
TriCare Health Plans 37
Citigroup Credit Cards 2
Humana Health Plans 27
Chick-fil-A Fast Food 58
Medicare Health Plans 26
Panera Bread Fast Food 43
Medicaid Health Plans 24
Papa John’s Fast Food 40
BCBS of New
Baskin Robbins Fast Food 39 Health Plans 22
Jersey
Starbucks Fast Food 37
BCBS of Michigan Health Plans 20
Chipotle Mexican
Fast Food 36 United Healthcare Health Plans 18
Grill
Aetna Health Plans 12
Sonic Drive-In Fast Food 35
CIGNA Health Plans 11
Pizza Hut Fast Food 34
Blue Shield of
Dunkin’ Donuts Fast Food 33 Health Plans 8
California
Little Caesar’s Fast Food 32
Popeye’s Louisiana BCBS plan not
Fast Food 31 Health Plans 7
Kitchen listed above


Figure 5



Anthem Health Plans 6 AAA Insurance 38
BCBS of Florida Health Plans 2 State Farm Insurance 33
Marriott Hotels 49 Progressive Insurance 31

Holiday Inn Express Hotels 43
Nationwide Insurance 30
Hampton Inn Hotels 39
Prudential Insurance 29
Holiday Inn Hotels 39
21st Century Insurance 29
Residence Inn Hotels 38
Allstate Insurance 27
Airbnb Hotels 38
American Family Insurance 26
Hyatt Hotels 38 The Hartford Insurance 24
Hilton Hotels 37 MetLife Insurance 24
Sheraton Hotels 36 Travelers Insurance 20
Crowne Plaza Hotels 36 Liberty Mutual Insurance 17
Courtyard By Farmers Insurance 10
Hotels 33
Marriott Vanguard Investments 49
Best Western Hotels 31 Ameriprise
Investments 48
Comfort Inn Hotels 29 Financial
Wyndham Hotels 28 Charles Schwab Investments 48
La Quinta Inn Hotels 21 Morgan Stanley

Investments 39
Smith Barney
Quality Inn Hotels 13
Fidelity Investments Investments 39
Days Inn Hotels 12
Capital One 360 Investments 37
Fairfield Inn Hotels 11
Edward Jones Investments 36
Motel 6 Hotels 5
TD Ameritrade Investments 29
Super 8 Hotels -3 E*TRADE Investments 28
USAA Insurance 66 Merrill Lynch Investments 27
New York Life Insurance 43 A credit union Investments 27
GEICO Insurance 40 Scottrade Investments 26


Figure 6



Wells Fargo Foot Locker Retailers 40

Investments 18
Advisors
Bed Bath & Beyond Retailers 38
UPS Parcels 35
FedEx Parcels 28 Dollar Tree Retailers 38
U.S. Postal Service Parcels 22
eBay Retailers 36
DHL Parcels 6
True Value Retailers 35
ACE Rent A Car Rental Cars 54
Nordstrom Retailers 35
Lyft Rental Cars 42
Ace Hardware Retailers 35
Enterprise Rent-A-
Rental Cars 33 Marshalls Retailers 34
Car
Uber Rental Cars 28 Lowe's Retailers 33
Dollar Rental Cars 22 Toys 'R' Us Retailers 33
Alamo Rent A Car Rental Cars 18 Kohl's Retailers 32
Avis Rental Cars 13 Ross Retailers 32
Budget Rental Cars 11 PetSmart Retailers 31
Hertz Rental Cars 11 Home Depot Retailers 31
Amazon.com Retailers 57 Advance Auto Parts Retailers 31
QVC Retailers 52 Family Dollar Retailers 30
BJ s Wholesale Walgreens Retailers 28
Retailers 48
Club
Dollar General Retailers 27
Apple Retail Store Retailers 47
Gap Retailers 26
Costco Retailers 46
AutoZone Retailers 25
Barnes & Noble Retailers 46
Macy's Retailers 25
Sam's Club Retailers 46
Best Buy Retailers 24
Etsy Retailers 44
JCPenney Retailers 24
T.J. Maxx Retailers 44
Target Retailers 23
Old Navy Retailers 43
Office Depot Retailers 22
Michael’s Retailers 40


Figure 7



Staples Retailers 22 HBO Streaming Media 42

O'Reilly Auto Parts Retailers 19 Hulu Streaming Media 40
Rite Aid Retailers 18
iHeartRadio Streaming Media 39
GameStop Retailers 17
Wal-Mart Retailers 16 GooglePlay Streaming Media 37
CVS Retailers 15 ESPN Streaming Media 35
Dick's Sporting SoundCloud Streaming Media 34
Retailers 11
Goods
Starz Streaming Media 32
Kmart Retailers 10
SiriusXM Streaming Media 32
7-Eleven Retailers 6
Apple Music Streaming Media 32
Sears Retailers 2
iTunes Streaming Media 27
Apple Software 54
Showtime Streaming Media 27
Google Software 39
Trader Joe s Supermarkets 56
Sony Software 38
H-E-B Supermarkets 54
Symantec Software 37
Aldi Supermarkets 54
Activision Software 32
Wegmans Supermarkets 52
Microsoft Software 32
Publix Supermarkets 52
Intuit Software 27
ShopRite Supermarkets 47
McAfee Software 25
Kroger Supermarkets 41
Adobe Software 22
Blackboard Software 12 Wawa Food
Supermarkets 37
Markets
Netflix Streaming Media 49
Whole Foods Supermarkets 36
Amazon Prime
Streaming Media 49 Hy-Vee Supermarkets 35
Music
Pandora Streaming Media 48 Food Lion Supermarkets 31
Amazon Prime Hannaford Supermarkets 29

Streaming Media 47
Instant Video Save-a-Lot Supermarkets 29
Spotify Streaming Media 46 Stop & Shop Supermarkets 27


Figure 8



Winn-Dixie Supermarkets 23 Cox TV & Internet

-1
Communications Service
Giant Eagle Supermarkets 20
TV & Internet
Safeway Supermarkets 19 Optimum -5
Service
Piggly Wiggly Supermarkets 19 TV & Internet
Charter Spectrum -8
Albertsons Supermarkets 18 Service
Vons Supermarkets 10 TV & Internet
Comcast -9
Service
Electrolux TV & Appliances 50
Florida Power &
Bosch TV & Appliances 46 Utilities 31
Light
Samsung TV & Appliances 44 Georgia Power Utilities 24
Vizio TV & Appliances 42 PSE&G Utilities 20
LG TV & Appliances 42 TXU Energy Utilities 17
Southern California
Whirlpool TV & Appliances 34 Utilities 15
Gas Company
Sony TV & Appliances 32 Southern California
Utilities 12
GE TV & Appliances 29 Edison
Panasonic TV & Appliances 29 Duke Energy
Utilities 11
Progress
Sharp TV & Appliances 27
Ameren Illinois
Haier TV & Appliances 25 Utilities 7
Company
Philips TV & Appliances 20 Commonwealth
Utilities -3
Mitsubishi TV & Appliances 18 Edison
Toshiba TV & Appliances 17 Consolidated
Utilities -5
Edison of NY
TV & Internet
Verizon 17 Pacific Gas and
Service Utilities -6
Electric Company
TV & Internet Cricket Wireless Wireless Carrier 37
Dish Network 15
Service US Cellular Wireless Carrier 34
TV & Internet TracFone Wireless Carrier 30
DirecTV 13 Verizon Wireless Wireless Carrier 27
Service
MetroPCS Wireless Carrier 27
TV & Internet
AOL 13 T-Mobile Wireless Carrier 27
Service
Virgin Mobile Wireless Carrier 24
TV & Internet AT&T Wireless Carrier 22
AT&T 11
Service Sprint Wireless Carrier 9


Figure 9



Promoters, Passives, and Detractors By Industry


Figure 10



Net Promoter Scores (NPS): Most Above and
Below Industry Average
NPS Most Above Industry Average NPS Most Below Industry Average
(Points Above Industry Average) (Points Below Industry Average)
Company Industry Above Company Industry Above
USAA Insurance Carrier +33 Citibank Banks -35
USAA Credit Cards +33 Super 8 Hotels & Rooms -34
JetBlue Airways Airlines +33 -29
Sears Retailers
Chick-fil-A Fast Food +30 -29
Spirit Airlines Airlines
USAA Banks +30
Navy Federal
Credit Union
Banks +29 Motel 6 Hotels & Rooms -26
Rental Cars & Vons Supermarkets -26
ACE Rent A Car +27 -25
Transportation 7-Eleven Retailers
A credit union Banks +27 McDonalds Fast Food -25
Amazon.com Retailers +25 -25
Frontier Airlines Airlines
Kaiser -23
Health Plans +22 Farmers Insurance Carrier
Permanente
Apple Software Firms +21 Burger King Fast Food -22
Southwest Blackboard Software Firms -21
Airlines +21
Airlines DHL Parcel Delivery -21
Computers & Kmart Retailers -21
Apple +21
Tablets Citigroup Credit Cards -21
QVC Retailers +20
Dick's Sporting -20
Trader Joe s Supermarkets +20 Retailers
Goods
TriCare Health Plans +20
Chrysler Auto Dealer -20
Air Canada Airlines +20
Fairfield Inn Hotels & Rooms -19
Virgin America Airlines +19
Florida Power & Pacific Gas and -19
Utilities +19 Utilities
Light Electric Company
H-E-B Supermarkets +18 Days Inn Hotels & Rooms -19
Marriott Hotels & Rooms +18 Quality Inn Hotels & Rooms -18
Aldi Supermarkets +18
Albertsons Supermarkets -18
BJ s Wholesale
Club
Retailers +17 Toshiba TV & Appliances -18
Wegmans Supermarkets +16 Consolidated -17
Utilities
Publix Supermarkets +16 Edison of NY


Figure 11



Industry Average NPS, 2015 to 2017
N/A
N/A

Source: Temkin Group Q3 2014 to 2016 Consumer Benchmark Surveys

Figure 12



Net Promoter Scores (NPS) by Age by Industry
65 and
Industry 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64
older
Airlines 12 30 25 20 37 33
Auto Dealers 28 45 39 40 52 55
Banks 24 29 24 22 29 28
Computers & Tablets 22 41 34 33 42 46
Credit Cards 12 24 17 22 27 32
Fast Food 24 29 25 21 31 33
Health Plans 8 18 6 10 18 39
Hotels & Rooms 16 35 27 31 38 43
Insurance Carriers 18 36 27 35 34 41
Investment Firms 6 35 29 36 43 48
Parcel Delivery 17 26 20 24 35 38
Rental Cars &

16 35 23 22 25 40
Transportation
Retailers 21 35 28 27 37 37
Software Firms 21 38 34 35 40 38
Streaming Media 32 43 42 40 46 41
Supermarkets 24 38 33 33 40 42
TV & Appliances 16 41 31 34 50 52
TV & Internet Service 4 9 -2 1 4 4
Utilities 2 22 2 4 16 26
Wireless Carriers 16 25 22 21 28 36
Lowest age group for industry Highest age group for industry


Figure 13



Customer Experience Correlates To
Net Promoter® Scores (NPS®)
331 Organizations Across 20 Industries
Company NPS minus
industry average NPS
(%-points)
2017 Temkin Experience

Ratings minus industry
average (%-points)
Pearson correlation
coefficient (R) = .7
NPS Versus Industry Average Based on Temkin Experience Ratings

+
NPS compared with their
industry averages +
2017 Temkin Experience Ratings

compared with their industry averages

Source: Temkin Group Q1 2017 Consumer Benchmark Study

Figure 14



About the Author, Bruce Temkin
Bruce Temkin is Customer Experience Transformist & Managing Partner of Temkin Group. He is
also the co-founder and Emeritus Chair of the Customer Experience Professionals Association
(cxpa.org).
Bruce is widely viewed as a visionary in the field and a leading expert in how organizations build
differentiation through customer experience. He has worked with hundreds of large organizations
on the strategy, operational processes, organizational structures, leadership, user-centric design,
and culture required to sustain superior customer relationships. He regularly coaches senior
executives that are leading customer experience transformation efforts.
Bruce’s research focuses on identifying current and emerging best practices. He has published
seminal reports like The ROI of Customer Experience, The Future of Customer Experience, and The
Four Customer Experience Core Competencies. He uses this insight to advise companies on their
customer experience journeys, identifying opportunities for sustainable breakthrough
performance.
Bruce is the author of the popular blog Customer Experience Matters® where he regularly posts
insights on topics such as customer experience, branding, leadership, and employee engagement.
His eBook—Six Laws of Customer Experience—is available for free on the blog and has been
downloaded by tens of thousands of people around the world.6
Prior to forming Temkin Group, Bruce was Vice President & Principal Analyst with Forrester
Research. During his 12 years with Forrester, he led the company's business-to-business, financial
services, e-business, and customer experience practices. Bruce was Forrester’s most-read analyst
for 13 consecutive quarters and remains one of the most respected analysts in the industry.
Bruce authored several of Forrester’s most popular research reports, including Experience-Based
Differentiation, The Customer Experience Journey, and Voice Of The Customer: The Next Generation.
He created Forrester’s Customer Experience Index (CxI) and Voice of the Customer Award and also
led the creation and expansion of many of Forrester’s experience evaluation methodologies and
training workshops.
Prior to Forrester, Bruce co-founded and led a couple of Internet start-ups. He also held
management positions with GE, Stratus Computers, and Fidelity Investments.
Bruce has been widely quoted in the press, including media outlets such as The New York Times,
Wall Street Journal, and Business Week.
Bruce is a highly demanded public speaker who combines deep expertise with an engaging,
entertaining style. He has delivered keynote speeches at hundreds of industry and corporate events
and is often recognized as one of the top speakers.
Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in
business strategy and operations. He also holds an undergraduate degree in mechanical
engineering from Union College.

6 Customer Experience Matters is a registered trademark of Temkin Group.

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!
!
' TEMKIN'GROUP'WAS'FOUNDED'BASED'ON'FOUR'BELIEFS'
' 1. Customer'Experience'Drives'Loyalty:'Our!research!and!work!with!clients!has!
' shown!that!interactions!with!customers!influence!how!much!business!they!will!
' do!with!you!in!the!future!and!how!often!they!will!recommend!you.'
' 2. Improvement'Requires'Systemic'Change:!Companies!can!improve!customer!
' interactions!in!isolated!areas,!but!they!don’t!develop!competitive!advantage!
' until!customer!experience!is!embedded!in!their!operating!fabric.!
' 3. It’s'a'Journey,'Not'a'Project:!Building!the!capabilities!to!consistently!delight!
Temkin! Group! is! a! leading! customers!doesn’t!happen!overnight.!Companies!need!to!plan!for!a!multiCyear!
customer! experience! (CX)! organizational!change!program.!
research,! consulting,! and!
training! firm.! We! help! 4. We'Can'Help'You'Make'A'Difference:!Transformation!isn’t!easy,!but!becoming!
many!of!the!world’s!largest! more!customerCcentric!is!worth!the!effort.!We!are!committed!to!helping!our!
brands! lead! their! clients!accelerate!their!results!and!avoid!many!of!the!obstacles!along!the!way.!!
transformational! journeys!
towards! customerC HOW'WE'ARE'DIFFERENT'
centricity! and! build! loyalty! Temkin!Group!is!focused!on!sustainable!success.!We!combine!researchCbased!thought!
by!engaging!the!hearts!and! leadership! with! a! deep! understanding! of! human! behavior! and! organizational!
minds! of! their! customers,!
dynamics!to!help!companies!build!four'customer'experience'core'competencies:!!
employees,!and!partners.!!
!
!
Our! team! combines! CX! '
thought! leadership! with! a!
deep! understanding! of! the! '
dynamics! of! organizations! '
to! accelerate! results.!
Rather! than! layering! on! '
cosmetic! changes,! we! help!
companies!embed!practices! '
within! their! culture! and!
'
operating!processes.!
!
'
HOW'WE'CAN'HELP'
Temkin!Group!offers!a!number!of!different!services!including:!
! Research'&'Advisory'Subscriptions:'Access!all!of!our!research!on!trends,!best!
practices,!and!benchmarks,!and!receive!advice!and!answers!to!your!questions.!
! InXperson'workshops:!We!can!deliver!customized!training!for!executives,!
customer!experience!professionals,!advocates,!and!other!employees.!
! Speeches'and'webinars:'Temkin!Group!can!deliver!a!highly!engaging!and!
Temkin'Group'
entertaining!speech!about!leadingCedge!customer!experience!topics!for!just!
48!White!Oak!Road!
about!any!event!or!offsite.!
Waban,!MA!02468!
617/916C2075!(tel)! ! Advisory'services:!We!can!assess!your!efforts!and!identify!opportunities!for!you!
617/663C6124!(fax)! to!accelerate!results!and!avoid!pitfalls!along!the!way,!and!coach!you!to!success.!
! ! CX'Institute:!Tap!into!the!CX!Institute’s!leadingCedge!online!training!to!engage,!
info@temkingroup.com' inspire,!and!educate!100s!or!1,000s!of!leaders!across!your!organization.!
! '
! .TEMKINGROUP.COM!
WWW
! !
Copyright!@2017!Temkin!Group.!All!rights!reserved.!

1710 NPSBenchmarkStudy FINAL

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TEMKIN

GROUP INSIGHT REPORT

NPS Increases With Age

Want Higher NPS? Improve Customer Experience

Base: 10,000 U.S. consumers

Net Promoter Scores (NPS): Top and Bottom 20 Companies

USAA Insurance 66 TV & Internet

Chick-fil-A Fast Food 58 Pacific Gas and

Trader Joe s Supermarkets 56

Base: 10,000 U.S. consumers

Range of Net Promoter Scores (NPS) Across Industries

Base: 10,000 U.S. consumers

Net Promoter Scores (NPS) By Industry (Page 1)

Company Industry NPS Company Industry NPS

JetBlue Airways Airlines 59 Chrysler Auto Dealer 24

Air Canada Airlines 46 Navy Federal Credit

Base: 10,000 U.S. consumers

Net Promoter Scores (NPS) By Industry (Page 2)

Company Industry NPS Company Industry NPS

Base: 10,000 U.S. consumers

Net Promoter Scores (NPS) By Industry (Page 3)

Company Industry NPS Company Industry NPS

Anthem Health Plans 6 AAA Insurance 38

BCBS of Florida Health Plans 2 State Farm Insurance 33

Marriott Hotels 49 Progressive Insurance 31

Wyndham Hotels 28 Charles Schwab Investments 48

La Quinta Inn Hotels 21 Morgan Stanley

Base: 10,000 U.S. consumers

Net Promoter Scores (NPS) By Industry (Page 4)

Company Industry NPS Company Industry NPS

Wells Fargo Foot Locker Retailers 40

Base: 10,000 U.S. consumers

Net Promoter Scores (NPS) By Industry (Page 5)

Company Industry NPS Company Industry NPS

Staples Retailers 22 HBO Streaming Media 42

Amazon Prime Hannaford Supermarkets 29

Base: 10,000 U.S. consumers

Net Promoter Scores (NPS) By Industry (Page 6)

Company Industry NPS Company Industry NPS

Winn-Dixie Supermarkets 23 Cox TV & Internet

Base: 10,000 U.S. consumers

Promoters, Passives, and Detractors By Industry

Base: 10,000 U.S. consumers

Base: 10,000 U.S. consumers

Industry Average NPS, 2015 to 2017

Base: 10,000 U.S. consumers

Net Promoter Scores (NPS) by Age by Industry

Computers & Tablets 22 41 34 33 42 46

Rental Cars &

Base: 10,000 U.S. consumers

2017 Temkin Experience

NPS Versus Industry Average Based on Temkin Experience Ratings

2017 Temkin Experience Ratings

Base: 10,000 U.S. consumers

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