SAN MATEO, Calif., March 14, 2012 /PRNewswire/ -- Satmetrix®, the Net Promoter® software company and leader in customer experience programs, today released its 2012 Net Promoter Industry Benchmarks for the financial services, insurance, online services, retailing, technology, telecommunications, and travel and hospitality industries. This year's study was expanded to reach more than 30,000 U.S. consumers, with ratings for more than 200 brands across 22 industry sectors. This year's study includes new coverage for auto service and repair, drug stores and pharmacies, hardware and home supply stores, hotels, and travel websites. Winners include admired brands such as USAA, Amazon.com, Costco, Virgin America, Apple, Trader Joe's and Wegmans.
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The Satmetrix Net Promoter Benchmarks are based on survey responses from U.S. consumers nationwide who rate their experience with the primary brands they use. The Net Promoter Score, or NPS®, for each brand is based on customers' likelihood to recommend the company's product or service in the sector being rated. NPS is calculated as the percentage of customers who are promoters, rating the company 9 or 10 on a 0 to 10 point scale, minus the percentage who are detractors, rating 6 or lower. Consumers also rate each brand on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to analyze drivers of loyalty and recommendation.
"Net Promoter has become the industry standard for customer experience management because it correlates strongly with organic growth in most industries," said Deborah Eastman, general manager of consulting at Satmetrix. "The annual benchmark is an important guidepost for executives to understand which brands are truly winning the loyalty of American consumers. It also presents a challenge to many companies, to understand how they can be more effective at listening to the voice of their customers and delivering experiences that are worthy of recommendation."
The study encompassed 22 specific competitive sectors across seven major industry groups. Highlights include:
Full access to the 2012 Net Promoter Benchmark research and underlying results, including NPS distributions for each company, satisfaction ratings with customer experience attributes, consumer comments, and segmentation by demographics and purchase behavior, may be accessed through a reporting website hosted on the Satmetrix Xperience® customer feedback application.
Visit www.satmetrix.com/net-promoter/benchmark-reports/ for pricing, licensing, and online purchase details.
About Net Promoter® and Satmetrix
Net Promoter is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth. Developed by Satmetrix, Bain & Company and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question, and further explored by Richard Owen and Dr. Laura Brooks of Satmetrix in Answering the Ultimate Question. Net Promoter has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide. As co-developer of the Net Promoter® methodology, its applications deliver full process support to help companies reduce customer chum, mobilize loyal promoters, generate more powerful insights and drive customer obsession through accountability. Learn more at www.satmetrix.com or www.netpromoter.com.
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