Infographic: NPS Facts and Figures, 2023

Howlikelyareyoutorecommendthiscompany? 012345678910 NotatalllikelyExtremelylikely 0-6:Detractors 7-8:Passives 9-10:Promoters (%Promoters-%Detractors)x100=NPS NETPROMOTERSCORE WHATISNETPROMOTERSCORE(NPS)? NPSisapopularcustomerexperiencemetricusedtotrackandincreasethelikelihoodofcustomersrecommendingtheirbusiness. ASKYOURCUSTOMERS... COMPARETOINDUSTRYPEERS Weasked10,000consumerstoprovideanNPSratingfor351companiesacross22industries.Theseindustrieshadthehighestandlowestscoresonaverage: Grocery LEADERS 30 across20companies ConsumerPayments LAGGARDS -6 across17companies StreamingMedia 29 across20companies CarRental 8 across14companies XMInstituteQ32023USConsumerStudy 18+1from2022 2023cross-industryaverageNPS 20 Comparedtocustomerswhodon'tencounterproblems,thosewhodogiveanNPSthat's pointslower. XMInstituteQ32022USConsumerStudy NPSDIFFERSACROSSDEMOGRAPHICS -13 18-24 25-34 12 35-44 19 45-54 19 55-64 30 65+ 36 AVERAGENPSBYAGE XMInstituteQ32023USConsumerStudy AVERAGENPSBYCOUNTRY (whenconsumerslikeacompany) France:16 UnitedStates:36 Japan:-47 India:64 Brazil:54 Australia:26 XMInstituteQ22021GlobalConsumerStudy FormoreinformationonhowtoevolveyourNPSprogram,checkoutxminstitute.com