REDWOOD CITY, CA--(Marketwired - May 03, 2016) - Satmetrix®, the leading global provider of cloud-based software for companies who demand differentiated knowledge about their customers, today released annual Consumer Net Promoter Score® Benchmarks. This year's reports feature interactive charts and graphs that allow users to personalize views of the data, and were revealed at the company's 10th Annual Net Promoter Conference, May 2nd-6th in New Orleans.
"This year's reports make our annual insights into Net Promoter performance of top brands as not only a high level strategic tool but an even more useful way to operationalize the data for maximium performance of customer experience management programs," said Satmetrix Chief Operating Officer Brian Curry. "We now deliver the data using the analytic capabilities of our CEM software, Satmetrix NPX. Benchmark users can customize and continuously filter their views of the NPS benchmark charts in the reports. It's an entirely new way to interact with the data, and it means insights are not only easier to come by, but more powerful and relevant as well."
The reports are exclusively available to Premium members of the Net Promoter Network, a site devoted to expertise on customer experience management and managed by Satmetrix. Information about membership is available on the site at www.netpromoter.com.
The Satmetrix Net Promoter Benchmarks are based on survey responses from more than 44,000 U.S. consumers who rated their experience with brands they have used, for a total of 247 brands covered by the reports. The Net Promoter Score, or NPS®, for each brand is based on customers' likelihood to recommend the company's product or service. NPS is calculated as the percentage of customers who are Promoters, rating the company 9 or 10 on a 0-10 point scale, minus the percentage who are Detractors, rating 6 or lower. Consumers also rated each brand on various aspects of customer experience, including product or service features, customer service, and overall value, enabling Satmetrix to identify the key drivers of loyalty and recommendation. The 11th annual benchmark reports provide a detailed look at loyalty drivers tailored to each sector, providing a rich view for companies to examine key performance measures against their peers.
Six industry reports were released today. An additional 17 reports will be released by the end of May. Currently available reports cover:
- Credit Cards
- Retail Banking
- Software & Apps
- Online Shopping
- Online Entertainment
- Hotels
Complete results and commentary on the annual Net Promoter Benchmark study of more than 44,000 U.S. consumers, with ratings on 247 brands, are available from Satmetrix. Twenty-three reports, each presenting data from a single industry sector, will be available for interactive exploration, including analysis of time trends and the drivers that affect customer loyalty, at: www.netpromoter.com/nps-benchmarks/
Satmetrix has seen a 45% growth in its customer base over the past two years, as well as a 400% increase in profitable annual recurring revenue (ARR) growth over the past four years. Satmetrix attributes its recent growth trends to the popularity of its NPX software, which gives companies of every size and type a powerful, affordable tool for monitoring and improving customer experience.
The company unveiled its new interactive benchmarks at UNITE, the 10th Annual Net Promoter Conference, which offers attendees hands-on workshops, behind-the-scenes case studies, and inspiring main stage speakers. The conference is being held May 2-6 in New Orleans. More information is available at www.netpromoter.com/unite.
More information on Satmetrix can be found at http://www.satmetrix.com
About Satmetrix
Satmetrix is the leading global provider of cloud-based software for companies who demand differentiated knowledge about their customers. As co-developer of the Net Promoter® methodology, Satmetrix combines unrivalled Net Promoter expertise with its powerful, yet cost-effective NPX product, a complete, always on customer experience management (CEM) SaaS solution that is battle tested by the leading NPS-driven, customer first companies in the world. Unlike complex, expensive and hard to implement solutions or limited point survey products, Satmetrix NPX is a great balance of simplicity vs. power with incredibly fast self- service onboarding coupled with a team of experts to deliver unprecedented customer lifetime value. With more CEM deployments than any company in the world, Satmetrix provides a holistic view of the customer experience and the necessary expertise to help accelerate customer experience program success. For more information, visit www.Satmetrix.com.
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