New Temkin Group Research Study Reveals Consumers Recommend USAA the Most and
HSBC the Least
Study of 10,000 U.S. Consumers Benchmarks Net Promoter® Scores (NPS®) For 269
Companies Across 19 Industries
WABAN, Mass., Nov. 14, 2013
WABAN, Mass., Nov. 14, 2013 /PRNewswire/ --Temkin Group, a leading market
research and consulting firm that helps organizations improve their customer
experience, released a new research report: "Net Promoter Score Benchmark
Net Promoter Score (NPS) has become a popular customer experience metric
within large organizations. With a scoring range from -100 to +100, NPS
identifies the likelihood of consumers to recommend a company to their friends
and family. USAA earned the highest NPS scores on the list for three of its
business—66 for insurance and credit cards and 65 for banking. Other companies
with NPS above 50 are Amazon.com, H.E.B., Chick-fil-A, Apple, Audi, credit
unions, and Nordstrom.
HSBC earned the lowest two NPS scores across all companies with a -42 for
banking and -24 for credit cards. Other companies with NPS of -10 or below are
Time Warner Cable, Citibank, Super 8, Charter Communications, and Motel 6.
"Net Promoter Scores can provide a strong indication of your relationship with
customers," states Bruce Temkin, Managing Partner of Temkin Group. Temkin goes
on to say, "While NPS can be an important metric, it's only valuable when
companies use it as part of a closed-loop program to improve customer
Here are some of the findings from the report:
oAuto dealers earned the highest average NPS (38) followed by grocery
chains (30), hotel chains (29), and software firms (29).
oTV service providers (2), Internet service providers (5), and health plans
(9) are the only industries with averages below 10.
oUSAA's three businesses earned NPS levels that are 40 or more points above
their industry averages. Three other firms are 30 or more points above
their peers: A credit union (banking), Amazon.com (retail), and H.E.B.
oHSBC's NPS is 55 points below the industry average for banks and Super 8
is 42 points below the hotel industry. Four other firms are 30 or more
points below their industry averages: Motel 6 (hotels), HSBC (credit
cards), US Airways (airlines), and 7-Eleven (retail).
The 19 industries included in this report are airlines, auto dealers, banks,
computer makers, credit card issuers, fast food chains, grocery chains, health
plans, hotel chains, insurance carriers, Internet service providers,
investment firms, major appliance makers, parcel delivery services, rental car
agencies, retailers, software firms, TV service providers, and wireless
The report "Net Promoter Score Benchmark Study, 2013" can be downloaded from
the Customer Experience Matters blog, at ExperienceMatters.wordpress.com as
well as from the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer
experience research and consulting firm. Many of the world's largest brands
rely on its insights and advice to steer their transformational journeys.
Temkin Group combines customer experience thought leadership with a deep
understanding of the dynamics of organizations to help accelerate results.
Rather than layering on cosmetic changes, Temkin Group helps companies embed
practices within their culture by building four critical competencies:
Purposeful Leadership, Employee Engagement, Compelling Brand Values, and
Customer Connectedness. The firm's ongoing research identifies leading and
emerging best practices across a wide range of activities for engaging the
hearts and minds of customers, employees, and partners. For more information,
contact Bruce Temkin at 617-916-2075 or send an email.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience
thought leader and is Customer Experience Transformist and Managing Partner of
Temkin Group. He is also the author of a very popular blog, Customer
Experience Matters® (ExperienceMatters.wordpress.com). Prior to forming Temkin
Group, he was a VP at Forrester Research for 12 years. Bruce is a highly
demanded speaker who consistently receives high marks for his content-rich,
entertaining keynote addresses. He is also the co-founder and Chair of the
Customer Experience Professionals Association (CXPA.org), a global non-profit
organization dedicated to the advancement of customer experience management.
Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain &
Company, Satmetrix Systems, and Fred Reichheld. Customer experience matters is
a registered trademark of Temkin Group.
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