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Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)
 

New NPS benchmark reveals US loyalty leaders

In the US, the highest ranked companies and brands in the '2012 Satmetrix Net Promoter Benchmark Study' of 22 industry sectors include USAA, Amazon.com, Costco, Virgin America, Apple, Trader Joe's, and Wegmans.

The benchmark study, covering the financial services, insurance, online services, retailing, technology, telecommunications, and travel & hospitality industries, was expanded this year to include the opinions of over 30,000 US consumers, rating more than 200 brands in 22 sectors. New areas covered in 2012 included auto service and repair, drug stores and pharmacies, hardware and home supply stores, hotels, and travel websites.

Highlights of the benchmark report include:

The Satmetrix Net Promoter Benchmarks are based on survey responses from US consumers nationwide who rate their experience with the primary brands they use. The Net Promoter Score, or NPS, for each brand is based on customers' likelihood to recommend the company's product or service in the sector being rated. 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 rate each brand on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to analyse drivers of loyalty and recommendation.

According to Deborah Eastman, general manager of consulting for Satmetrix, the annual benchmark is an important guide to help executives understand which brands are winning the loyalty of American consumers: "It also presents a challenge to many companies, to understand how they can be more effective at listening to the voice of their customers and delivering experiences that are worthy of recommendation."


Sources: Satmetrix /
The Marketing Factbook.
Copyright © 2012 - 2025 The Marketing Factbook.

    Categorised as:

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

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark