According to New Temkin Group Research, Consumers Recommend USAA and JetBlue the Most, Citibank and HSBC the Least

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According to New Temkin Group Research, Consumers Recommend USAA and JetBlue the Most, Citibank and HSBC the Least
 
Temkin Group released a new research report, "Net Promoter Score Benchmark Study, 2014", based on a study of 10,000 U.S. consumers.

Net Promoter Score (NPS) has become a popular customer experience metric. NPS identifies the likelihood of consumers to recommend a company to their friends and family, using a scoring range from -100 to +100.
USAA's insurance business (67) and JetBlue (61) earned the only NPS scores above 60. Other companies with NPS above 50 are H-E-B, USAA (banking and credit cards), Trader Joe's, Mercedes-Benz, Amazon.com, Apple (computers), Lexus, Toyota, and Aldi.

Citibank and HSBC earned the lowest NPS, followed by four firms that also had scores of -10 or below: Comcast, Charter Communications, Commonwealth Edison, and Super 8.

"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, "Like any customer metric, NPS is only valuable when it's used to drive improvements."

Here are some additional findings from the research:

• Auto dealers earned the highest average NPS (38) followed by grocery chains (32), computers (30), and insurance carriers (30).
• TV service providers (1), Internet service providers (2), and utilities (5) are the only industries with averages below 10.
• USAA's insurance, banking, and credit card businesses earned NPS levels that are 37 or more points above their industry averages. Seven other firms are 25 or more points above their peers: JetBlue, credit unions, Chick-fil-A, H-E-B, Kaiser Permanente, Amazon.com, and Trader Joe's.
• Five companies fell more than 20 points below their industry averages: Super 8, Motel 6, HSBC, Quality Inn, and Citibank.
• HSBC'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 20 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, utilities, and wireless carriers.

The report "Net Promoter Score Benchmark Study, 2014" can be downloaded from the Customer Experience Matters blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com