Economics of Net Promoter Score Analysis 2024

This report presents an analysis of the Net Promoter Score (NPS) as a key metric for assessing customer loyalty and experience across various industries in the United States. The data was collected from a consumer study conducted by Qualtrics XM Institute in the third quarter of 2023, involving 10,000 respondents and covering 22 different industries. Key findings indicate a strong correlation between NPS and customer experience, with a Pearson correlation coefficient of 0.83. The grocery industry achieved the highest average NPS of 30, while consumer payments recorded the lowest at -6. The report details how loyalty behaviors, such as purchasing frequency and trust levels, vary significantly between promoters and detractors across different sectors. Additionally, the report highlights the trust differentials observed in social media brands, which show a notable gap compared to other industries. Overall, the findings underscore the importance of NPS in understanding customer loyalty dynamics.