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The Economics of Net Promoter Temkin Group Report

Posted in Customer Experience, Experience Design, Service Design, and Voice of the Custostomer

The Economics of Net Promoter, published by the Temkin Group, examines the link between NPS and loyalty across 19 industries (airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, TV service providers, and wireless carriers.). They analyzed responses from thousands of consumers found that:

  • Promoters are almost six times as likely to forgive
  • Promoters are more than five times as likely to repurchase
  • Promoters are more than twice as likely to recommend a company

To learn more about the study, please visit Customer Experience Matters – The Economics of Net Promoter Report.

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