1、DATA SNAPSHOTEconomics of NPS,2023Bruce Temkin,XMP,CCXPHead of Qualtrics XM InstituteMoira Dorsey,XMPPrincipal XM CatalystTalia QuaadgrasSenior Research AssociateJune Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTMany organizations across the United States use Net Promoter

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

3、d 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 highly correlated,with a Pearson correlation coefficient of 0.87.+Retail received the highest industry NPS.The industry

4、average for retail is 28,the highest of any industry analyzed.Streaming media and grocery come in second and third,with scores of 28 and 26,respectively.At the other end of the spectrum,consumer payments(1),car rentals(3),and airlines(7)received the lowest scores.+Consumer payments have the largest

5、repurchase differential.Compared to detractors,promoters in the consumer payments industry are 6.7 times as likely to say they will purchase more from the company the largest difference across all industries analyzed,implying consumer payments have the most to gain from converting their detractors t

6、o promoters.Retail has the smallest gap,where promoters are just 2.6 times as likely to purchase more.+TV/internet service providers have the largest trust differential.Promoters of TV/internet service providers are significantly more likely to trust the company compared to detractors;they are 5.7 t