NPS Benchmarking Resources

Insurance

How Leading UK Insurers Differentiate Themselves With Clear, Easy Processes

Learn how leading UK insurers excel in customer experience with clear, easy ...

CX

NPS Prism Releases Latest U.S. Benchmarks Report

NPS Prism is thrilled to release our latest US Benchmarks Report, offering CX, ...

Insurance

Claims: The Moment That Determines Customer Loyalty

Discover how a positive claims journey boosts customer loyalty, retention, and ...

Utilities

How Utilities Drive Customer Satisfaction with Efficient Digital Bill Pay Journeys

Discover how leading US utilities like Salt River Project drive customer ...

Consumer Banking

Top of the Wallet: Brazilian Banks Battle to Secure Primacy

NPS Prism data in Brazil reveal a strong correlation between primary bank ...

Consumer Banking

2024 Global Banking NPS Benchmarks Report

This report represents an industry-first resource, offering unique data and ...

Read the report

Insurance

The Moment of Truth: How Emergency Assistance Impacts Insurance Customer Retention

Roadside assistance is a crucial touchpoint—one positive experience can turn a ...

Retirement

How Top Retirement Firms Build Loyalty and Expand Wallet Share through Engagement

Retirement providers leading in NPS earn a significantly higher share of wallet ...

Insurance

For UK Insurers, Clear Communication is Vital to Retain Customers Amid Premium Increases

To boost renewal rates and reduce penalties, insurers should prioritize ...

Auto

EV Consideration Peaked for Mass Market in 2023, Declines in 2024; Luxury Interest Steady

The auto market continues to see shifts in consumer openness to considering an ...

Consumer Banking

Neobank Nu and Banco de Chile are the NPS leaders among consumer banks in Latin America

Our latest relationship NPS scores from Q3 2023 – Q2 2024 reveal Nubank and ...

Grocery

6 Key In-Store Factors Boosting Grocers' eNPS Up to 82 Points

Grocery customers have high expectations for their in-store shopping ...

Grocery

Leading Grocers Outshine Clubs and Mass Retailers in Key Drivers of the In-Store Browsing Experience

New NPS Prism data reveals experience gaps between leading grocers, warehouse ...

Consumer Banking

Australia Banking Benchmarks

See the high and low NPS scores across Australia consumer banking

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Utilities

U.S. Utilities’ relationship NPS begins to rebound due to easier cost-saving journeys

Despite lower inflation, customers still prioritize reducing their utility ...

Consumer Banking

European Banking Benchmarks

View NPS benchmarks for consume banks across 10 countries.

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CX

U.S. Internet Providers See High Churn Risk Due to Increasing Costs

In 2023, approximately 20% of Home Internet customers expressed a strong ...

CX

NPS Prism at Medallia Experience '24

The NPS Prism team recently had the opportunity to attend the Medallia ...

CX

NPS Prism reveals America's customer loyalty leaders in its latest U.S. Benchmark Report

NPS Prism, Bain & Company's customer experience benchmarking service, shows ...

CX

Trapped: The Hidden Forces Behind Counterintuitive NPS Results

Episode 225: How Net Promoter Score benchmark data might be misleading when not ...

Listen now

Utilities

U.S. Utilities See jNPS Disparity Between Gas & Electric

Gas customers have a more positive experience with 'start/stop my service' ...

Insurance

Insurers Have a Digital Dilemma: Complex Claims

Americans are turning to digital channels for some home and auto insurance ...

CX

Unleashing the Power of a Journey Strategy

Our guide will teach you the best way to prioritize and improve the journeys ...

Consumer Banking

How a Financial Services Leader Achieved Organizational Change with NPS Prism

Prudential Financial partnered with NPS Prism to align on CX focus areas and ...

Consumer Banking

Behind the Scenes: Prudential's CX Transformation

Bain PaNPS Prism Co-Founder and Prudential's Head of Enterprise Experience ...

Watch now

Grocery

Grocers Face Heightened Customer Dissatisfaction: The Impact of Stockouts and Checkouts on NPS

Grocers are facing two significant challenges impacting customer satisfaction: ...

Video and Streaming

Prime Time for Boomers: Streaming Services Captivate Older Audiences

The share of older Americans who subscribe to live streaming services grew 60% ...

Insurance

Increased Insurance Premiums Lead to Double Digit pNPS Declines

As inflation continues to affect consumer behavior, insurers must navigate how ...

Consumer Banking

The Power of Points: Why Redeeming Credit Card Rewards Matters

For cash-strapped consumers, the process of redeeming credit card rewards can ...

Consumer Banking

Let’s Chat: Banking Customer Service Is Going Digital

Amid the generative AI frenzy, twice as many customers are messaging with ...

Video and Streaming

Streamers Hold Netflix to a Higher Standard. Can It Keep Up?

Compared with other streaming subscribers, when Netflix users can’t find ...

Consumer Banking

Quality Over Quantity: The Key to Call Center Agents in Banking

When customers call to dispute a fee, the quality of agents matters more than ...

Consumer Banking

“Please Don’t Hold”: A Better Banking Call Center Experience

Customers are far more satisfied with their bank if they have the option to ...

Auto

Supply Constraints and Rising Costs Lead to rNPS Decreases for Luxury Vehicle Brands

To help auto OEMs continue to craft winning experiences, NPS Prism analyzed ...

CX

How to Combine Competitive NPS Data With Internal Data to Drive CX Improvements

Here's a look at the information you should be collecting to see a holistic ...

Consumer Banking

How to Improve Customer Retention in Property and Casualty Insurance

A good renewal experience can make all the difference—even when premiums ...

Consumer Banking

Delighting Banking Customers During Fee Disputes

Saying “yes” during a fee dispute is a big opportunity for banks to boost ...

Consumer Banking

Carriers Look to Mitigate eNPS Declines Amidst Increasing Premiums: See How Inflation and Other Trends Are Reshaping CX in Insurance

As inflation perpetuates significant premium increases, insurance carriers must ...

CX

NPS Prism: The Source for True, Deep NPS Insights

Bain’s Jason Barro shares an inside look at the benchmarking platform that’s ...

Consumer Banking

Are UK Banks Cultivating Key Customer Relationships?

To boost revenue growth, banks will master the art of turning new clients into ...

Grocery

Value-Focused Grocers See Increases in rNPS and Share of Wallet: Explore These and Other Leading CX Trends in Grocery

To help grocers continue to craft winning experiences, NPS Prism analyzed ...

Consumer Banking

Banks See Increases in Digital NPS and Mobile Adoption: See the Impact of These and Other Banking Customer Experience Trends

As inflation steadily increases and consumer spending habits evolve, banks must ...

CX

Qualtrics Partner Network Doubles to Over 200 Global Companies to Empower Organizations with Experience Management Solutions that Deliver Exceptional Customer and Employee Experiences

Bain & Company win the Qualtrics Partner of the Year Awards, in celebration of ...

Video and Streaming

Password-Sharing Is Pervasive Across Streaming Services

A quarter of viewers are borrowing someone else’s paid subscription.

CX

What Is a Good Net Promoter Score? NPS Benchmarks by Industry

What is a 'good' Net Promoter Score? Learn how to calculate your NPS and see ...

CX

How to Build An Effective Voice of the Customer Program

Are you listening to Voice of the Customer feedback? Build a Voice of the ...

CX

How To Measure CX at the Journey Level

In this guide, we provide customer experience (CX) professionals with all the ...

Download Now

Grocery

Suffering Sticker Shock, Grocery Shoppers Flock to Value Stores

As inflation rages, grocers known for low prices are enjoying bumps in customer ...

CX

Earned Growth: Understanding its Value

Fred Reichheld, NPS + Earned Growth Inventor, and Rahul Sethi, NPS Prism ...

Watch Now

Consumer Banking

How Banks Can Avoid Disappointing Their Customers During Fee Disputes

Improving customer satisfaction during disputes isn’t just about saying “yes” ...

Utilities

How a National Energy Leader Turned CX Ideas Into Action with NPS Prism

Dominion sought an experienced partner who could help them transform meaningful ...

CX

When to Go Digital and When to Stay Human? An NPS Analysis.

Digital transformation is a hot topic for most companies, but not all ...

Consumer Banking

Is Buy Now, Pay Later Here to Stay?

BNPL isn’t just a hot trend—these platforms are providing some of the best ...

Consumer Banking

Identifying UK Banks’ Most Valuable Customers

Primary customers are more likely to be loyal, repeat buyers who recommend ...

Grocery

The High Expectation for Short Wait Times in Grocery

In a world of ultrafast options, grocery shoppers’ satisfaction increasingly ...

Grocery

Worth the Wait? How Grocery Wait Times Impact NPS

Bain Partner and NPS Prism® founder Jason Barro shares our latest insights and ...

Watch Now

Consumer Banking

Bain & Company announces launch of “NPS Prism” banking product into India market

Continued expansion into India banking sector will allow companies to see how ...

Consumer Banking

Can Banks Meet Canadians’ Rising Digital Expectations?

Sustained shifts in where and how consumers interact with banks are reshaping ...

CX

Measuring & Modeling Customer Love

Bain’s Fred Reichheld and Jason Barro share NPS® success stories and what ...

Watch Now

Consumer Banking

How Indonesian Banks Are Making the Most of Moments That Matter

In a rapidly changing landscape, Bank Central Asia and United Overseas Bank are ...

CX

Love, Love Me Do: New Data Proves the Value of Customer Love

Studies by Glassdoor and NPS Prism draw the clear relationship between happy ...

Grocery

Why the Human Touch Still Matters in Grocery

Knowledgeable, friendly staff are key to improving shoppers’ in-store ...

CX

How Inflation Impacts Customer Experience

As prices continue to rise, consumers are rethinking their spending — and how ...

Download Now

Grocery

Happier Shoppers, Higher Spending: The Value of Loyalty in Grocery

Turning customers into loyal advocates can add more than $60 to their carts and ...

Grocery

Bain & Company launches NPS Prism for grocery

Service allows grocers to see how they rank against industry peers in specific ...

Auto

Three Actions for Happier, More Loyal Automotive Customers

Seemingly small interactions can have an outsize impact on customer advocacy.

Consumer Banking

"No Credit Card" Is the New Credit Card

Younger consumers are opting out of credit cards and into digital payment ...

Consumer Banking

How Analytics Can Deepen Banks’ Customer Relationships

Activating high-value customers beats pursuing raw retention goals.

CX

How Do You Teach an Algorithm to Love Your Customers?

Why it’s both important and rewarding to consciously embed humanity into ...

CX

Will the Bots Love Your Customers?

An increasingly digital front line must be tuned to center on the customer’s ...

Utilities

Keeping Utility Customers Happy Beyond Pandemic Policies

As moratoriums end, here’s how US electric utilities can maintain gains in ...

Consumer Banking

Strong Customer Focus Meets Mobile Banking

Chime, a bank without branches, is zooming to the top of the charts on Net ...

Auto

Better Service, Happier Customers: A Key to Automotive Brand Loyalty

OEMs that invest in service as a presale activity, rather than a postsale one, ...

Consumer Banking

How Chime Is Leading the Way in Customer Loyalty

The digital bank has quickly won over consumers, a sign that further industry ...

CX

Bain Partner Priscilla Dell'Orto on Customer-Centricity and Connecting the Dots Across Greater China

Priscilla Dell'Orto is a Partner in Bain’s Hong Kong office and a leader in the ...

Consumer Banking

Digital Banking Surges, but Don't Dismiss the Human Touch Just Yet

US banks differ widely in how customers perceive their performance on disputes ...

Auto

What Automakers Need to Know about Customer Delight

The vehicles matter, but they're not the entire story. Delivering a great ...

Airlines

Measuring Covid-19’s Impact on Airline Customer Experience

NPS Prism data reveals that, while safety is the top concern, other “moments of ...

Consumer Banking

As Digital Banking Takes Off, Hidden Defection of Consumers Is Rampant

Many consumers look outside their primary bank for high-margin products.

Consumer Banking

Bain & Company’s “NPS Prism” launches in Hong Kong to help HK banking industry meet customer centricity demand

Expansion into the Hong Kong market will help companies to address changing ...

Consumer Banking

Many Banks Have Impressed Customers Recently—Can They Extend This Streak?

Migrate banking customers to digital self-service for simple transactions, and ...

CX

Bain & Company’s “NPS PRISM” launches in Australia to help companies create game-changing customer experiences

Expansion of business will allow Australian companies to see how they rank ...

Consumer Banking

Covid’s Unexpected Impact in Banking

Some superregionals are keeping up with the digital natives.

Consumer Banking

What Loyalty-Leading Banks Do Differently

Bain’s global survey reveals consumer preferences and how those flow through to ...

Consumer Banking

Seamless digital experience the key to retaining banking customers as tech threat looms

Bain & Company’s tenth annual study on retail banking trends finds that banks ...

CX

Organize Around Common Episodes That Can Make or Break Your Brand

A sound approach to brand management is to identify the most common episodes ...

Utilities

U.S. Utilities’ relationship NPS continues to drop amid inflation and the end of favorable COVID-related policies

US utilities looking to counteract the broader decline will need to zero in on ...

CX

NPS Prism’s Benchmarks Report

The Benchmarks Report analyzes industry-wide NPS scores, trends, and critical ...

Download Now

Insights from the NPS Prism Team

NPS Prism Releases Latest U.S. Benchmarks Report

How Leading UK Insurers Differentiate Themselves With Clear, Easy Processes

NPS Prism Releases Latest U.S. Benchmarks Report

Claims: The Moment That Determines Customer Loyalty

How Utilities Drive Customer Satisfaction with Efficient Digital Bill Pay Journeys

Top of the Wallet: Brazilian Banks Battle to Secure Primacy

2024 Global Banking NPS Benchmarks Report

The Moment of Truth: How Emergency Assistance Impacts Insurance Customer Retention

How Top Retirement Firms Build Loyalty and Expand Wallet Share through Engagement

For UK Insurers, Clear Communication is Vital to Retain Customers Amid Premium Increases

EV Consideration Peaked for Mass Market in 2023, Declines in 2024; Luxury Interest Steady

Neobank Nu and Banco de Chile are the NPS leaders among consumer banks in Latin America

6 Key In-Store Factors Boosting Grocers' eNPS Up to 82 Points

Leading Grocers Outshine Clubs and Mass Retailers in Key Drivers of the In-Store Browsing Experience

Australia Banking Benchmarks

U.S. Utilities’ relationship NPS begins to rebound due to easier cost-saving journeys

European Banking Benchmarks

U.S. Internet Providers See High Churn Risk Due to Increasing Costs

NPS Prism at Medallia Experience '24

NPS Prism reveals America's customer loyalty leaders in its latest U.S. Benchmark Report

Trapped: The Hidden Forces Behind Counterintuitive NPS Results

U.S. Utilities See jNPS Disparity Between Gas & Electric

Insurers Have a Digital Dilemma: Complex Claims

Unleashing the Power of a Journey Strategy

How a Financial Services Leader Achieved Organizational Change with NPS Prism

Behind the Scenes: Prudential's CX Transformation

Grocers Face Heightened Customer Dissatisfaction: The Impact of Stockouts and Checkouts on NPS

Prime Time for Boomers: Streaming Services Captivate Older Audiences

Increased Insurance Premiums Lead to Double Digit pNPS Declines

The Power of Points: Why Redeeming Credit Card Rewards Matters

Let’s Chat: Banking Customer Service Is Going Digital

Streamers Hold Netflix to a Higher Standard. Can It Keep Up?

Quality Over Quantity: The Key to Call Center Agents in Banking

“Please Don’t Hold”: A Better Banking Call Center Experience

Supply Constraints and Rising Costs Lead to rNPS Decreases for Luxury Vehicle Brands

How to Combine Competitive NPS Data With Internal Data to Drive CX Improvements

How to Improve Customer Retention in Property and Casualty Insurance

Delighting Banking Customers During Fee Disputes

Carriers Look to Mitigate eNPS Declines Amidst Increasing Premiums: See How Inflation and Other Trends Are Reshaping CX in Insurance

NPS Prism: The Source for True, Deep NPS Insights

Are UK Banks Cultivating Key Customer Relationships?

Value-Focused Grocers See Increases in rNPS and Share of Wallet: Explore These and Other Leading CX Trends in Grocery

Banks See Increases in Digital NPS and Mobile Adoption: See the Impact of These and Other Banking Customer Experience Trends

Qualtrics Partner Network Doubles to Over 200 Global Companies to Empower Organizations with Experience Management Solutions that Deliver Exceptional Customer and Employee Experiences

Password-Sharing Is Pervasive Across Streaming Services

What Is a Good Net Promoter Score? NPS Benchmarks by Industry

How to Build An Effective Voice of the Customer Program

How To Measure CX at the Journey Level

Suffering Sticker Shock, Grocery Shoppers Flock to Value Stores

Earned Growth: Understanding its Value

How Banks Can Avoid Disappointing Their Customers During Fee Disputes

How a National Energy Leader Turned CX Ideas Into Action with NPS Prism

When to Go Digital and When to Stay Human? An NPS Analysis.

Is Buy Now, Pay Later Here to Stay?

Identifying UK Banks’ Most Valuable Customers

The High Expectation for Short Wait Times in Grocery

Worth the Wait? How Grocery Wait Times Impact NPS

Bain & Company announces launch of “NPS Prism” banking product into India market

Can Banks Meet Canadians’ Rising Digital Expectations?

Measuring & Modeling Customer Love

How Indonesian Banks Are Making the Most of Moments That Matter

Love, Love Me Do: New Data Proves the Value of Customer Love

Why the Human Touch Still Matters in Grocery

How Inflation Impacts Customer Experience

Happier Shoppers, Higher Spending: The Value of Loyalty in Grocery

Bain & Company launches NPS Prism for grocery

Three Actions for Happier, More Loyal Automotive Customers

"No Credit Card" Is the New Credit Card

How Analytics Can Deepen Banks’ Customer Relationships

How Do You Teach an Algorithm to Love Your Customers?

Will the Bots Love Your Customers?

Keeping Utility Customers Happy Beyond Pandemic Policies

Strong Customer Focus Meets Mobile Banking

Better Service, Happier Customers: A Key to Automotive Brand Loyalty

How Chime Is Leading the Way in Customer Loyalty

Bain Partner Priscilla Dell'Orto on Customer-Centricity and Connecting the Dots Across Greater China

Digital Banking Surges, but Don't Dismiss the Human Touch Just Yet

What Automakers Need to Know about Customer Delight

Measuring Covid-19’s Impact on Airline Customer Experience

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Consumer Experience & NPS Benchmarking