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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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Grocery

Suffering Sticker Shock, Grocery Shoppers Flock to Value Stores

As inflation rages, grocers known for low prices are enjoying bumps in customer ...

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CX

Earned Growth: Understanding its Value

Fred Reichheld, NPS + Earned Growth Inventor, and Rahul Sethi, NPS Prism ...

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Consumer Banking

How Banks Can Avoid Disappointing Their Customers During Fee Disputes

Improving customer satisfaction during disputes isn’t just about saying “yes” ...

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Utilities

How a National Energy Leader Turned CX Ideas Into Action with NPS Prism

Dominion sought an experienced partner who could help them transform meaningful ...

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CX

When to Go Digital and When to Stay Human? An NPS Analysis.

Digital transformation is a hot topic for most companies, but not all ...

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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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Consumer Banking

Identifying UK Banks’ Most Valuable Customers

Primary customers are more likely to be loyal, repeat buyers who recommend ...

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Grocery

The High Expectation for Short Wait Times in Grocery

In a world of ultrafast options, grocery shoppers’ satisfaction increasingly ...

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Grocery

Worth the Wait? How Grocery Wait Times Impact NPS

Bain Partner and NPS Prism® founder Jason Barro shares our latest insights and ...

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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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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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CX

Measuring & Modeling Customer Love

Bain’s Fred Reichheld and Jason Barro share NPS® success stories and what ...

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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

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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Grocery

Why the Human Touch Still Matters in Grocery

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

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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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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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Auto

Three Actions for Happier, More Loyal Automotive Customers

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

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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

How Analytics Can Deepen Banks’ Customer Relationships

Activating high-value customers beats pursuing raw retention goals.

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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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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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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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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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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

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

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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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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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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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

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

Expansion into the Hong Kong market will help companies to address changing ...

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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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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

Covid’s Unexpected Impact in Banking

Some superregionals are keeping up with the digital natives.

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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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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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CX

How To Measure CX at the Journey Level

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

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