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Insights from the NPS Prism Team
FEATURED INSIGHTS

How To Measure CX at the Journey Level

In this guide, we provide customer experience (CX) professionals with all the information they need to re-imagine how they design and implement CX strategies at their companies.

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Consumer Banking

"No Credit Card" Is the New Credit Card

Younger consumers are opting out of credit cards and into digital payment ...

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Consumer Banking

As Digital Banking Takes Off, Hidden Defection of Consumers Is Rampant

Many consumers look outside their primary bank for high-margin products.

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Consumer Banking

Bain & Company announces launch of “NPS Prism” banking product into India market

Continued expansion into India banking sector will allow companies to see how ...

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Grocery

Bain & Company launches NPS Prism for grocery

Service allows grocers to see how they rank against industry peers in specific ...

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CX

Bain & Company’s “NPS PRISM” launches in Australia to help companies create game-changing customer experiences

Expansion of business will allow Australian companies to see how they rank ...

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Consumer Banking

Bain & Company’s “NPS Prism” launches in Hong Kong to help HK banking industry meet customer centricity demand

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CX

Bain Partner Priscilla Dell'Orto on Customer-Centricity and Connecting the Dots Across Greater China

Priscilla Dell'Orto is a Partner in Bain’s Hong Kong office and a leader in the ...

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Auto

Better Service, Happier Customers: A Key to Automotive Brand Loyalty

OEMs that invest in service as a presale activity, rather than a postsale one, ...

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Consumer Banking

Can Banks Meet Canadians’ Rising Digital Expectations?

Sustained shifts in where and how consumers interact with banks are reshaping ...

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Consumer Banking

Covid’s Unexpected Impact in Banking

Some superregionals are keeping up with the digital natives.

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Consumer Banking

Digital Banking Surges, but Don’t Dismiss the Human Touch Just Yet

US banks differ widely in how customers perceive their performance on disputes ...

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Grocery

Happier Shoppers, Higher Spending: The Value of Loyalty in Grocery

Turning customers into loyal advocates can add more than $60 to their carts and ...

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Consumer Banking

How Analytics Can Deepen Banks’ Customer Relationships

Activating high-value customers beats pursuing raw retention goals.

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Consumer Banking

How Chime Is Leading the Way in Customer Loyalty

The digital bank has quickly won over consumers, a sign that further industry ...

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CX

How Do You Teach an Algorithm to Love Your Customers?

Why it’s both important and rewarding to consciously embed humanity into ...

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Consumer Banking

How Indonesian Banks Are Making the Most of Moments That Matter

In a rapidly changing landscape, Bank Central Asia and United Overseas Bank are ...

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CX

How To Measure CX at the Journey Level

In this guide, we provide customer experience (CX) professionals with all the ...

Download Now
Consumer Banking

Is Buy Now, Pay Later Here to Stay?

BNPL isn’t just a hot trend—these platforms are providing some of the best ...

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Utilities

Keeping Utility Customers Happy Beyond Pandemic Policies

As moratoriums end, here’s how US electric utilities can maintain gains in ...

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CX

Love, Love Me Do: New Data Proves the Value of Customer Love

Studies by Glassdoor and NPS Prism draw the clear relationship between happy ...

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Consumer Banking

Many Banks Have Impressed Customers Recently—Can They Extend This Streak?

Migrate banking customers to digital self-service for simple transactions, and ...

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Airlines

Measuring Covid-19’s Impact on Airline Customer Experience

NPS Prism data reveals that, while safety is the top concern, other “moments of ...

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Consumer Banking

Seamless digital experience the key to retaining banking customers as tech threat looms

Bain & Company’s tenth annual study on retail banking trends finds that banks ...

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Consumer Banking

Strong Customer Focus Meets Mobile Banking

Chime, a bank without branches, is zooming to the top of the charts on Net ...

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Grocery

The High Expectation for Short Wait Times in Grocery

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Auto

Three Actions for Happier, More Loyal Automotive Customers

Seemingly small interactions can have an outsize impact on customer advocacy.

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Auto

What Automakers Need to Know about Customer Delight

The vehicles matter, but they’re not the entire story. Delivering a great ...

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Consumer Banking

What Loyalty-Leading Banks Do Differently

Bain’s global survey reveals consumer preferences and how those flow through to ...

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Grocery

Why the Human Touch Still Matters in Grocery

Knowledgeable, friendly staff are key to improving shoppers’ in-store ...

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CX

Will the Bots Love Your Customers?

An increasingly digital front line must be tuned to center on the customer’s ...

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