Transcription

NET PROMOTER SCOREBENCHMARKSBY RETENTLY.COM

TABLE OF CONTENT:Advertising . 3Airlines . 3Apparel and Accessories . 5Automotive . 5Consulting . 6Consumer Staples . 7Education . 10Electricity . 10Electronics . 11Entertainment . 13Financial Services . 14Food . 18Health & Wellness . 20Hotels & Restaurants . 23Insurance . 23Internet Software . 24Logistics . 29Oil & Gas . 30Publishing . 30Service Providers . 31Telecommunications . 32Travel and Leisure . 35RetentlyNet Promoter Score Benchmarks2

n of National Advertisers (ANA)United States822012QuestlineUnited States602015Response Mine InteractiveUnited ir AsiaIndonesia-92012Air MaltaMalta542015Air New ZealandNetherlands192006AirTranUnited States32014AlaskaUnited States472014AmericanUnited States-52014American AirlinesUnited States-122012Batavia AirIndonesia-112012Cathay PacificChina-112006ContinentalUnited States172014DeltaUnited States212014RetentlyNet Promoter Score Benchmarks3

COMPANYCOUNTRYNPSYEAREmirates AirlinesDubai272006FinnairFinland482017Garuda IndonesiaIndonesia-302012Jet AirlinesIndia82006Jet BlueUnited States612014Lion AirIndonesia32012Malaysia AirlinesMalaysia-182006QantasUnited States-122006Singapore AirSingapore102016SouthWest AirlinesUnited States392006Tampa InternationalUnited States622014Thai AirlinesThailand202008Thomas Cook AirlinesUnited Kingdom282017US AirwaysUnited States-82014Virgin AmericaUnited States662012Virgin BlueAustralia-332006RetentlyNet Promoter Score Benchmarks4

APPAREL AND any252014BelkUnited States662012Columbia SportswearUnited States-72013LVUnited States342015MacyUnited States342012NikeUnited States262014NordstromUnited States662012The North FaceUnited States-262013UnderArmourUnited States42013ZaposUnited YBuickUnited States62012CadillacUnited States202012ChevroletUnited States122012RetentlyNet Promoter Score Benchmarks5

COMPANYCOUNTRYNPSYEARChryslerUnited States02012FordUnited States162012GMCUnited ez BenzGermany622015Safelite AutoGlassUnited States482012SubaruJapan572012TeslaUnited 12COMPANYCOUNTRYNPSYEARButler StreetUnited States622017Career Partners InternationalUnited States912017EdgeLinkUnited States632011G2 CrowdUnited States302016Group FiveUnited States522016CONSULTINGINDUSTRYRetentlyNet Promoter Score Benchmarks6

COMPANYCOUNTRYNPSYEARHSMAI ROCETUnited States972017MDI GroupUnited States662017MentariIndonesia-32011Mercury Advisory GroupUnited States812016MountainSeedUnited States532016NabAustralia-422016PrideStaffUnited States682017PSG Global SolutionsUnited States772012PWCUnited States452016RyanUnited States842013ShelfGenieUnited States692006TelaxUnited States702017CONSUMER STAPLESINDUSTRYCOMPANYCOUNTRYNPSYEARAldi AustraliaAustralia652006AldisUnited States122009AxionRomania552009BILOUnited States-422006CampofrioUnited States282009RetentlyNet Promoter Score Benchmarks7

COMPANYCOUNTRYNPSYEARChipotleUnited States262017ColesAustralia-482006Consumer CellularUnited States822016FairyUnited 282006Integrated Diabetes ProgramUnited States782017JC PenneyUnited States252012KohlUnited States362012LincoRomania202009Living SpacesUnited States632015LoweUnited States542012MilliRomania182009PublixUnited States662017PurRomania642009SearsUnited States352012The Fresh Food People (Safeway)Australia-362006The Fresh Food People art PharmacyUnited States402012RetentlyNet Promoter Score Benchmarks9

EDUCATIONINDUSTRYCOMPANYCOUNTRYNPSYEARDecker Communications IncUnited States92.82017Language StarsUnited States612017NapierUnited Kingdom612017TPC Trainco ( public seminar training)United States522017TPC Trainco (live online training)United States672017World AcademyUnited ARAGLAustralia422017EnecoUnited States-212014Good EnergyUnited Kingdom452017SunRunUnited States642014RetentlyNet Promoter Score Benchmarks10

lia-402006AirPodsUnited States752017AppleUnited States722017Apple (Desktop)United States812013Apple (iOS)United States622016Apple (Iphone)United States632016Apple (Laptops)United States762016Apple iPadUnited States612016Apple RoutersUnited States732016Asus RoutersUnited States692015Audio TechnicalUnited States782016Bose CorporationUnited States622012Brother (Printer)United States572016CanonUnited States642016Canon (Cameras)United States742013Canon CamrecordersUnited States432016Canon Camcorders (USA)United States572012Canon Cameras (USA)United States802012CompaqAustralia-112006RetentlyNet Promoter Score Benchmarks11

COMPANYCOUNTRYNPSYEARDellUnited States502008ExaGrid Systems IncUnited States742011FujifilmUnited States582016Google (for Android Mobile Device)United States572016Google (for Android Smartphone)United States692016GoPro (camrecorders)United GAustralia-342006Microsoft Corp. (for Windows Phone 8)United States762013Microsoft Xbox 360United States742013MotorolaAustralia-262006NikonUnited States612016NokiaAustralia-22006Nokia (for Windows Phone 8 )United States882013OPPO Digital IncUnited States922013Panasonic CorporationUnited States542013PentaxUnited States582016RCN (Cable)United States492016Roku IncUnited States462014SamsungSouth Korea542015RetentlyNet Promoter Score Benchmarks12

COMPANYCOUNTRYNPSYEARSamsung (Android)United States642016Samsung (Printers)United States432016Samsung Electronics (HDTV's)United States732013SennheiserUnited States802016ShureUnited States772016SiemensAustralia-322006Sony (cameras)United States632016Sony (camrecorders)United States362016Sony CorpUnited States562013Sony Corp (Gaming Console)United States672012Sony -ModaUnited NTRYApple TVUnited States302014GamewagonUnited States852013NetflixUnited States682017RetentlyNet Promoter Score Benchmarks13

FINANCIAL SERVICESINDUSTRYCOMPANYCOUNTRYNPSYEARABN AMRO - Corporate BankingNetherlands62016ABN AMRO - Private BankingNetherlands-12016ABN AMRO - Retail BankingNetherlands-152016AcctTWOUnited States702016AFCU lending servicesUnited States882014AFCU member servicesUnited States812014AldermoreUnited Kingdom222016America FirstUnited States832013American ExpressUnited States552017American Stock TransferUnited States502016AmericanExpressUnited States452016ANZ BankAustralia-242006ANZ Bank New ZealandNew Zealand0.82017Armanino LLPUnited States552017AST (overall)United States892015Auckland Savings Bank (ASB)New Zealand23.62017Australian nesia52012RetentlyNet Promoter Score Benchmarks14

COMPANYCOUNTRYNPSYEARBalboa CapitalUnited States772017Banca Comerciala Romana BCRRomania272009Banca Romana de DezvoltareRomania172009Banca TransilvaniaRomania322009BancpostRomania-92009Bank MegaIndonesia-272012Bank of AmericaUnited States-242015Bank ed States182015BCAIndonesia-122012Bendigo & Adelaide BankAustralia242017Bendingo BankAustralia72006BMO Financial GroupUnited States412007BNZ (Bank of New Zealand)New Zealand18.82017BRIIndonesia62012BroadridgeUnited States502016BTNIndonesia-22012C2FOUnited States602014ChaseUnited States-12015CIMB NiagaIndonesia32012RetentlyNet Promoter Score Benchmarks15

COMPANYCOUNTRYNPSYEARCitiBankUnited States-412015Commonwealth BankAustralia-542006ComputerShareUnited States522016ComRentUnited States65.82017CoolblueBelgium632017Cornerstone Credit Union LeagueUnited States752015DirectCapitalUnited 015Fifth ThirdUnited States12015First RepublicUnited States722016Fitzpatricks Financial imit (C Finance)Sweden512016Hargreaves LansdownUnited KIngdom342015HSBC BankAustralia-82006INGAustralia-272006ING - LuxembourgLuxembourg632017ING BankRomania442009ING Direct AustraliaAustralia382014Kiwibank New ZealandNew Zealand35.12017RetentlyNet Promoter Score Benchmarks16

COMPANYCOUNTRYNPSYEARLyods BankUnited States542015MandiriIndonesia22012Nationwide Building SocietyUnited KIngdom432015New Zealand Home Loans (NZHL)New Zealand512017Nottingham Building SocietyUnited Kingdom78.42017NZHL - Auckland branchNew Zealand832017NZHL - Canterbury Metro branchNew Zealand702017NZX LimitedUnited States62013PNC BankUnited States152015Raiffeisen (RO)Romania292009RehmannUnited States792017RentReportersUnited States572017Santander (banking)United KIngdom272015Santander (credit cards)United KIngdom282015SATOFinland232015Security Savings BankAustralia702008SoFiUnited States902015St. George BankAustralia-302006SunnyUnited Kingdom562017TD BankUnited States102015Tesco Bank (credit cards)United States282015RetentlyNet Promoter Score Benchmarks17

COMPANYCOUNTRYNPSYEARThe Charles Schwab CorporationUnited States462010RBS International LtdScotland502013The Vanguard GroupUnited States702008TSB BankUnited Kingdom172015U.S BankUnited States32015USAAUnited States812015Vow FinancialAustralia92.252015Wells Fargo (Shareowner Services)United States622016WestPacAustralia-392006Westpac New ZealandNew Romania452009RetentlyNet Promoter Score Benchmarks18

ed States792017CrisTimRomania432009Danone Natural NutridayRomania392009DelmaRomania352009Dunkin’ DonutsUnited States362017FloriolRomania472009HeidiUnited States472009Izvorul Alb (Dorna)Romania482009Izvorul MinunilorRomania302009Jacobs Kronung(Green)United States602009KandiaUnited States412009LavazzaUnited States562009LionUnited Kingdom602009Man CratesUnited States882012MarsUnited States572009Matache MacelarulUnited 09Perla HaghiteiRomania432009Poiana NegriRomania292009RetentlyNet Promoter Score Benchmarks19

COMPANYCOUNTRYNPSYEARPrigatRomania462009Prigat 502009Roua ited States682009Trader Joe'sUnited States732012TusnadRomania262009TwixUnited 9WegmansUnited States732012WiesanaRomania182009NPSYEARHEALTH & WELLNESSINDUSTRYCOMPANYCOUNTRYAbbott LaboratoriesUnited States47.22014Accolade Health AssistantsUnited States702015Accolade. Inc.United States702015RetentlyNet Promoter Score Benchmarks20

razil752017Antinevralgic PRomania-102009Aqua FreshUnited States502009ArmadaCareUnited States562017AvonUnited Kingdom532009BioPlusUnited States752017Blend A MedGermany612009ChenMedUnited States902016ChenMed’s HEDISUnited States922011ClearUnited States652009ColgateUnited States682009Dispatch HealthUnited States932015DoveUnited States712009ElseveUnited States752009EXTOLUnited States702014Garnier FructisUnited States582009GravieUnited States782014GymGuyzUnited States912017HCFAustralia-302006Head & ShouldersUnited States622009RetentlyNet Promoter Score Benchmarks21

COMPANYCOUNTRYNPSYEARInDemandUnited States622015Iora Health and Humana Inc.United States902016Kaiser PermanenteUnited States312015LTC ConsumerUnited States592015MDsaveUnited States912017NiveaUnited Kingdom632009NurofenRomania622009Oncology Services International (OSI)United States742017Oomph WellnessUnited States422016OSIUnited States742017Paladina HealthUnited States732015PalmoliveUnited States382009PanteneUnited States572009PANTHERx Specialty Pharmacy'sUnited States902017ParacetamolUnited States532009SchaumaUnited States332009SensodyneUnited States672009Sutherland Healthcare SolutionsUnited States792015Varian MedicalUnited States552014VidaUnited States612016Wash&GoUnited States472009RetentlyNet Promoter Score Benchmarks22

HOTELS & RESTAURANTSINDUSTRYCOMPANYCOUNTRYNPSYEARFort Lauderdale-HollywoodUnited States612008Hilton WorldwideUnited States722014MarriottUnited States562012Ritz-CarltonUnited American Integrity zAustralia-232006ArmadaGlobalUnited States582016CGUAustralia-412006CIGNAUnited States-12015CoverHoundUnited States812016CoverHoundUnited States512016eHealth’s MedicareUnited States732015GIO AustraliaAustralia-532006RetentlyNet Promoter Score Benchmarks23

COMPANYCOUNTRYNPSYEARHBA Health InsuranceAustralia-312006HBFAustralia-152006Kaiser PermanenteUnited States312015LTC ConsumerUnited States592015MediBankAustralia-482006Nib Health FundsAustralia-272006NRMAAustralia-332006Ping An ed 06TRUEbenefitsUnited States852017USAA's insurance businessUnited States762017Westfield HealthUnited Kingdom71.072015NPSYEARINTERNET SOFTWAREINDUSTRYCOMPANYCOUNTRY360piUnited States602016ADAR ITUnited States752015RetentlyNet Promoter Score Benchmarks24

COMPANYCOUNTRYNPSYEARAerohive NetworksUnited States642016AgilenceUnited States702017AmazonUnited States622017Amazon (Ebook Reader)United States592013Amazon (Online services)United States762012Amazon Fire TVUnited States152014App DynamicUnited States852015AppRiverUnited States752016AquentUnited States562012AryakaUnited States652017AvayaUnited States582016Backbone ConnectUnited Kingdom462017BrilioUnited States712017BrontoUnited States632015Career Partners InternationalUnited States762016CaterTraxUnited States442015ChromecastUnited States232014Collective HealthUnited States752017Constact ContactUnited States202016Crawford TechnologiesUnited States632016Daily TelelgraphAustralia-362006RetentlyNet Promoter Score Benchmarks25

COMPANYCOUNTRYNPSYEARDatamartUnited States932012DreamHostUnited States732016DropboxUnited States542016DUOUnited States682016e-SignLiveUnited States842015eBayUnited States712008Edgewebhosting Inc.United States672012ESET North AmericaUnited States852012Experian CSDAUnited States282009EXTOL InternationalUnited States652015FacebookUnited States522012First DirectUnited States732015FleetMaticsUnited States542012FuelGenieUnited KIngdom702017GMT corpUnited States472009GoogleUnited States562012Google (Mobile Phone Platform)United States672013Google DriveUnited States502016Google VoiceUnited States562017Herald SunAustralia-302006HubSpotUnited States792014RetentlyNet Promoter Score Benchmarks26

COMPANYCOUNTRYNPSYEARImpartnerUnited States732016InterWorx.United States722013IntuitUnited States582008Lionbridge Technologies. IncUnited States722016Liquid WebUnited States712017MailchimpUnited States202016MalwarebytesUnited States712015Managed.comUnited States902015MasergyUnited States742017NeedleUnited States702015NetMotion MPMUnited States912017NextUCUnited States302012NutanixUnited States922016OMVRomania342009OneNeckUnited States792013OomaUnited States722017OracleUnited States252017PanoptoUnited States532017People to People Ambassador ProgramUnited States602009PlanSourceUnited States672015Pure StorageUnited States832016RetentlyNet Promoter Score Benchmarks27

COMPANYCOUNTRYNPSYEARQNAPUnited States692016Rinse IncUnited States502017SAPUnited States192017Save UpUnited States762012SecurlyUnited States482016Securus Technologies.United States782016Service ObjectsUnited States642016SherWebUnited States702014SignNowUnited States732017SimpliVityUnited States902016SonatypeUnited States522016SpireonUnited States502016Straight TalkUnited States542013SugarCRMUnited States642017SynologyUnited States752016TakipiUnited States792016The deShiftUnited States532016TurbotaxUnited States552017U.S Cellular (Smartphone Carriers)United States602013RetentlyNet Promoter Score Benchmarks28

COMPANYCOUNTRYNPSYEARVerneGlobalUnited Kingdom1002017VisaNowUnited States772016VisierUnited States582017VMWareUnited States472013Wolseley Core Business CustomersUnited States682015Wolseley Online CustomersUnited States732015XLIndonesia72012YahooAustralia02006Yes OptusAustralia-342006YoutubeUnited DonlenUnited States632015DropoffUnited States872015MarkenUnited States372017NetMotionUnited States912016PurolatorCanada512014TNT Express IndonesiaIndonesia672015RetentlyNet Promoter Score Benchmarks29

OIL & 9PlymouthUnited SYEARArgusUnited Kingdom382009Courier MallAustralia-122006Financial ReviewAustralia172006Isentia GroupUnited States302016MXAustralia-132006NewCoUnited States752013NineMSNAustralia-382006The AgeAustralia-32006The AustralianAustralia-122006The Canberra TimesAustralia-582006The Sydnet Morning HeraldAustralia-182006The West lyNet Promoter Score Benchmarks30

SERVICE PROVIDERSINDUSTRYCOMPANYCOUNTRY2ndQuadrantUK, US78.92017360piCanada602015ARSUnited States672017Career Partners InternationalUnited States772016ComriseUnited States742015Corporate Visions, IncUnited States752017EvolutionUnited Kingdom88.72017Fractal VisualsUnited States1002017HudsonUnited States802017imageMEDIAUnited States792017IMCAUnited States392015Labor FindersUnited States55.12015NES Rental Holdings IncUnited States802009PDA XpressUnited States942015PR PartnerRussia722017PrinterLogicUnited States662015PSG Global SolutionsUnited States772015ReflektiveUnited States402017Rescue Rooter San DiegoUnited States572017RetentlyNet Promoter Score BenchmarksNPSYEAR31

COMPANYCOUNTRYNPSYEARSeeking AlphaUnited States502017SpireonUnited States552017TRC Staffing ServicesUnited States552012VentricaUnited Kingdom812015ZeroChaosUnited NYCOUNTRYAryakaUnited Kingdom652017BluelockUnited States812015Brighthouse NetworksUnited States292013CiscoUnited States382016Comcast TVUnited States-172015ContegixUnited States652017Edgewebhosting Inc.United States692013Enterasys NetworkUnited States812013Extreme NetworksUnited States822014FreeviewUnited KIngdom382015GoToMeetingUnited States312015HalebopSweden162017RetentlyNet Promoter Score Benchmarks32

sia-82012InetUUnited States742015Integrated Broadband Services (IBBS)United States982008join.meUnited States482015Jolt Consulting GroupUnited States912016Kartu HaloIndonesia-172012Kartu Tri 3Indonesia-112012KPNNetherlands222017Macquarie Telecom GroupAustralia682017Masergy Communications. IncUnited States702016MediacomUnited States-212012Microsoft LyncUnited States252015MTN IranIran332017MTN NigeriaNigeria132017MTN South AfricaSouth Africa752017MVNO EuropeEurope272016OptusAustralia172017Peak 10United States672017Phone PowerUnited States592017PlusnetUnited States372015RetentlyNet Promoter Score Benchmarks33

COMPANYCOUNTRYNPSYEARQTS Realty TrustUnited States682017RCNUnited States502017Road RunnerUnited 02017SmartfrenIndonesia22012T-Mobile NetherlandsNetherlands262017Tele 2 NLNetherlands82017Telkom FlexiIndonesia82012TelstraAustralia142017Tesco MobileUnited States382015TracfoneUnited States392013U.S CelullarUnited States382012VerizonUnited States372012Verizon FIOSUnited States512013VipnetCroatia792015Virgin MobileAustralia-292006Virgin Mobile (Prepaid)Australia342012VodacomSouth Africa212015VodafoneAustralia-262006Vodafone AustraliaAustralia202017RetentlyNet Promoter Score Benchmarks34

COMPANYCOUNTRYNPSYEARVodafone NetherlandsNetherlands122017Vodafone UKUnited Kingdom602017Vodafone ZiggoNetherlands-22017VoxmobileUnited States612017WebExUnited States192015Youfone NLNetherlands92017NPSYEARTRAVEL AND LEISUREINDUSTRYCOMPANYCOUNTRYAirbnbUnited States752016IxigoIndia702017LyftUnited States92015MTR ExpressSweden632015NYC FerryUnited States712017Ray White WhitsundayAustralia982017Thomas Cook GroupUnited Kingdom432017TripAdvisorUnited States362013TUIGermany452015Tulip InnUnited States322013UberUnited States372015RetentlyNet Promoter Score Benchmarks35

HOW WAS NPS DATA COLLECTED?Each NPS score was taken from trustful press releases and each data was verified anddouble checked by the Retently team to make sure it’s accurate. About 95% of NPSdata was collected from official companies’ press releases and the other 5% wascollected from their websites.ABOUT RETENTLYRetently Enterprise gives your organization the ability to create surveys, whileallowing your organization to own its data and manage users. HIPAA-compliantfeatures are available to Enterprise customers to give them an additional way tosafeguard the security of protected health information they collect through onlinePhone:1 (650) ly.com/Website: www.retently.com2650 W El Camino Real #2218,Mountain View, CA 94040, USAhttps://www.retently.com/Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons areregistered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

TPC Trainco (live online training) World Academy United States United States United Kingdom United States United States United States 2017 2017 2017 2017 2017 2017 92.8 61 61 52 67 89 INDUSTRY ELECTRICITY COMPANY COUNTRY NPS YEAR AGL Eneco Good Energy SunRun Australia United States Uni