SOURCE: Satmetrix

Satmetrix

June 27, 2017 09:00 ET

USAA, Costco, Virgin America, and YouTube Lead in Customer Loyalty in Satmetrix 2017 NPS® Benchmarks

Repeat leaders and underdogs vie for top honors in annual rankings of nearly 190 brands in 23 industries

SAN MATEO, CA--(Marketwired - June 27, 2017) - Satmetrix®, the leading global provider of customer experience solutions, today released its annual U.S. Consumer Net Promoter Score® (NPS®) Benchmarks. The 2017 study reveals data-driven insights on brand loyalty and drivers of customer satisfaction for nearly 190 individual brands across 23 U.S. industry sectors, including banking, financial services, insurance, retail, telecommunications, travel and hospitality, and more.

Now in its 16th year, this research draws on the world's most comprehensive repository of customer experience data and provides business leaders with the objective confidence necessary to set performance targets.

"Executives around the world rely on our Net Promoter benchmarks to ground themselves in what best-in-class looks like as they develop short- and long-term business plans," said Richard Owen, Chief Executive Officer at Satmetrix. "And the more progressive business leaders study the behaviors of top performing customer experience teams outside of their immediate industry to really understand what drives excellence. The most innovative ideas often come from peers that don't look like you at all."

Benchmark users can review NPS performance and drivers of customer satisfaction for their entire industry or just a select group of their closest competitors, using the intuitive design features of the company's enhanced reporting tool. Users have the flexibility to tailor the type of reporting used – line graphs, bar charts, tables – and export both images and data files for the individual charts. The U.S. Consumer NPS Benchmarks are exclusively available via subscription to Satmetrix Academy & Research, which also includes access to the industry's most respected Net Promoter Certification and an advanced training course in Net Promoter Economics.

Notably, USAA continues its impressive eight-year run at the top of three different industry sectors (auto insurance, banking, and home and contents insurance). In addition, Satmetrix observed a number of interesting shifts in this year's rankings. Some highlights:

  • Costco sits atop the rankings across all industry sectors, regaining its leadership position from Nordstrom after a brief one-year hiatus from the top spot for department and specialty stores. Nordstrom tumbled to the fourth position.
  • Virgin America edged out Jet Blue (last year's leader) and Southwest Airlines (a historical leader) among major airlines.
  • American Express beat out Discover in the credit card category; both are consistent top performers.
  • Publix edged out a crowd of other grocery stores and supermarket chains as it ascended to the top of this year's rankings. The industry has seen four different leaders across the last five years (Publix, H-E-B, Wegmans, and Trader Joe's, twice).
  • YouTube caught up to back-to-back industry leader, Netflix, in the online entertainment industry.
  • Apple regained leadership in the smartphone industry, beating out last year's winner, Samsung, but the company lost its longstanding position atop the tablet industry to Amazon.

Additionally, the following companies retained their leadership position in their respective industries: Vanguard (brokerage and investments), Verizon (cable and satellite TV), Cricket Wireless (cell phone service), Walgreens (drug stores and pharmacies), Kaiser Permanente (health insurance), Ritz Carlton (hotels), Fios Internet (internet service), Apple (laptop computers), Amazon (online shopping), State Farm (life insurance), USPS (shipping services), Turbo Tax (software and apps), and TripAdvisor (travel websites).

The 16th annual Satmetrix Net Promoter Score Benchmarks draw on insights from more than 65,000 brand ratings from more than 20,000 U.S. consumers. NPS has a proven track record as leading indicator of revenue growth, and it is widely acknowledged as the most effective overall metric for managing customer experience. NPS is based on answers to the question "How likely is it that you would recommend [brand] to a friend or colleague?" It is calculated as the difference between the percentage of customers who are Promoters, rating the company 9 or 10 on a 0- to 10-point scale, and the percentage who are Detractors, rating 6 or lower. Consumers also rated each brand on various aspects of customer experience, including product or service features, customer service, and overall value, enabling Satmetrix to identify the key drivers of loyalty and recommendation.

NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

About Satmetrix

Satmetrix is the leading global provider of customer experience software for companies who demand differentiated knowledge about their customers. As co-developer of the Net Promoter® methodology, Satmetrix combines unrivaled Net Promoter expertise with its powerful, yet cost-effective NPX product, a complete, always on-customer experience management (CEM) SaaS solution battle tested by the leading NPS-driven, customer-first companies in the world.

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