All Products > Temkin Group Research > 2012 Research

Net Promoter Score Benchmark Study, 2012, Report & Data (Oct 2012)

Share on Facebook
Share on Twitter
Share via E-Mail
homepage
 
USAA took the top two spots for its banking and insurance businesses while HSBC came in at the bottom for banking and credit cards. Our analysis of differences across consumer demographic segments showed that NPS tends to go up with age, doesn’t vary much by income levels, and is often highest with Asians. We also asked consumers what would make them more likely to recommend the companies and found that promoters are more likely to select lower prices and detractors are more likely to select better customer service. While there is some debate about the efficacy of NPS, our analysis shows that promoters are much more likely than detractors to purchase more in the future across all industries. To help you implement a successful NPS program, we’ve included eight tips such as don’t believe in an “ultimate question” and use control charts, not pinpointed goals.


Price: 295.00 - 3695.00 USD

Licensed internal users:

Share on Facebook
Share on Twitter
Share via E-Mail