XM Institute：2024净推荐值(NPS)经济学报告-和客户体验的关系及22个行业NPS忠诚度差异（英文版）（26页）.pdf

1、DATA SNAPSHOTDATA SNAPSHOTEconomics of Net Promoter Score,2024James Scutt,XMPPrincipal XM CatalystTalia QuaadgrasResearch Program ManagerJune Copyright 2024 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTKEY FINDINGS IN THIS REPORTMany organizations across the United States use Net Promote

2、r Score(NPS)as a key metric to understandcustomer loyalty and the quality of their customer experience.In this data snapshot,we examine therelationship between NPS and customer experience and share key insights on how loyalty differs according toNPS across 22 industries.Key findings include:+NPS and

3、 CX are highly correlated.Using the XMI Customer Ratings NPS and the XMI Customer Ratings Overall scores calculated for each company,we found that NPS and customer experience are highlycorrelated,with a Pearson correlationcoefficient of 0.83.+Grocery received the highest industry NPS.The average NPS

4、 for the grocery industry is 30,the highest across all industries studied.Streaming media and retail come in second and third,respectively,each with a score of 29.At the other end of the spectrum,consumer payments(-6),car rentals(8),and TV/internet service providers(9)received the lowest scores.+Con

5、sumer payments have the most to gain by converting detractors to promoters.Compared to detractors,promoters of consumer payments brands say they are likely to purchase more from the company 6.8 times more frequently,the largest difference across all industries.The grocery industry has the smallest d

6、ifferential promoters are likely to purchase more just 2.5 times more frequently than detractors.+Social media has the largest trust differential.Promoters of social media brands are significantly more likely to trust the company compared to detractors they are 6.2 times as likely to trust,the large