Infographic: NPS Facts and Figures, 2023

NET PROMOTER SCORE WHAT IS NET PROMOTER SCORE (NPS)? NPSis a popular customer experience metric used to track andincrease the likelihood of customers recommending their business. ASK YOUR CUSTOMERS... How likely are you to recommend this company? (% Promoters - % Detractors) x 100 = NPS COMPARE TO INDUSTRY PEERS We asked 10,000 consumers to provide an NPS rating for 351companies across 22 industries. These industries had the highest andlowest scores on average: Car Rentalacross 14companies8 Comparedto customers who don'tencounter problems, those who dogive an NPS that's20 points lower.XM Institute Q3 2022 US Consumer Study NPS DIFFERS ACROSS DEMOGRAPHICS AVERAGE NPS BY AGE For more information on how to evolve your NPS program, checkoutxminstitute.com