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Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Get it on Amazon (Kindle/Print)
 

NPS benchmark reveals brand loyalty leaders

Satmetrix, the company behind the Net Promoter Score, has published the '2011 Net Promoter Industry Benchmarks' report for the insurance, financial services, airlines, telecommunications, technology, retail and online services industries.

This year's winners included well-known brands such as USAA, JetBlue Airways, Symantec, Trader Joe's, Vanguard, Amazon.com, Apple, Google, Costco and American Express.

The rankings are based on survey responses from more than 22,000 U.S. consumers nationwide, and include ratings for 170 individual brands across 17 industry sectors. Each consumer rates up to two companies from whom they have purchased products or services within the previous 12 months. A company's Net Promoter Score, or NPS, is based on customers' likelihood to recommend the company. (NPS is calculated as the percentage of customers who are Promoters, rating the company 9 or 10 on a zero-to-ten point scale, minus the percentage who are Detractors, rating 6 or lower.)

Consumers also rated each company on various aspects of customer experience, including product or service features, customer service and overall value, allowing Satmetrix to analyse drivers of loyalty and performance gaps for each company.

"Having a great customer experience is critical to a company's financial performance because it impacts both customer retention and new customer acquisition through word of mouth," said John Abraham, general manager of Net Promoter programmes for Satmetrix. "These benchmarks should allow companies to compare their performance with industry peers based on an industry-standard measure of customer loyalty."

The study encompassed 17 specific competitive sectors across seven industries. Highlights included:

The full reports are available for purchase directly from the Satmetrix web site.


Sources: Satmetrix Systems; Bain & Company; Fred Reichheld /
The Marketing Factbook.
Copyright © 2011 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Learn the insider's tricks and techniques to turn every customers into a 'super spreader' for your brand. It's better than free advertising. Once you start this ball rolling, your brand can grow rapidly through word-of-mouth, advocacy, influencers, and customer loyalty. Super-charge your company's marketing strategy, build up your market share, and make more sales through repeat business and customer loyalty.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

The Customer-Focused Marketing Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market. Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is a marketing book you simply can't afford to be without.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Customer-Focused Marketing Playbook at your side, you'll have instant access to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy.

Get it on Amazon (Kindle/Print)
 
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