Which B2C industries and brands enjoy the highest net promoter scores (NPS)? NICE Satmetrix, one of the co-developers of this metric, asked 62,000 US respondents to rate 188 brands across 23 industry sectors, detailing the highlights in its 2018 B2C NPS® Benchmarks at a Glance report.
The NPS score is derived by first asking consumers the following question: “On a scale of 0-10, how likely would you be to recommend [brand] to a friend or colleague?” Respondents rating their recommendation likelihood in the 0-6 range (“Detractors”) are subtracted from those rating it a 9 or 10 (“Promoters”), resulting in the Net Promoter Score.
Topping the list of 23 industries by average NPS is the Department/Specialty Store sector, with an average NPS of 62. Last year, Department & Discount Stores rebounded to post their highest ever customer satisfaction rating, per the American Customer Satisfaction Index (ACSI). Read the rest at MarketingCharts.