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Insights from the NPS Prism Team

FEATURED INSIGHTS

NPS Prism’s Benchmarks Report

The Benchmarks Report analyzes industry-wide NPS scores, trends, and critical drivers for your company’s CX strategy.

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Retirement

How Top Retirement Firms Build Loyalty and Expand Wallet Share through Engagement

Retirement providers leading in NPS earn a significantly higher share of wallet ...

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Insurance

For UK Insurers, Clear Communication is Vital to Retain Customers Amid Premium Increases

To boost renewal rates and reduce penalties, insurers should prioritize ...

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Auto

EV Consideration Peaked for Mass Market in 2023, Declines in 2024; Luxury Interest Steady

The auto market continues to see shifts in consumer openness to considering an ...

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Consumer Banking

Neobank Nu and Banco de Chile are the NPS leaders among consumer banks in Latin America

Our latest relationship NPS scores from Q3 2023 – Q2 2024 reveal Nubank and ...

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Grocery

6 Key In-Store Factors Boosting Grocers' eNPS Up to 82 Points

Grocery customers have high expectations for their in-store shopping ...

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Grocery

Leading Grocers Outshine Clubs and Mass Retailers in Key Drivers of the In-Store Browsing Experience

New NPS Prism data reveals experience gaps between leading grocers, warehouse ...

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Consumer Banking

Australia Banking Benchmarks

See the high and low NPS scores across Australia consumer banking

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Utilities

U.S. Utilities’ relationship NPS begins to rebound due to easier cost-saving journeys

Despite lower inflation, customers still prioritize reducing their utility ...

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Consumer Banking

European Banking Benchmarks

View NPS benchmarks for consume banks across 10 countries.

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CX

U.S. Internet Providers See High Churn Risk Due to Increasing Costs

In 2023, approximately 20% of Home Internet customers expressed a strong ...

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CX

NPS Prism at Medallia Experience '24

The NPS Prism team recently had the opportunity to attend the Medallia ...

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CX

NPS Prism reveals America's customer loyalty leaders in its latest U.S. Benchmark Report

NPS Prism, Bain & Company's customer experience benchmarking service, shows ...

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CX

Trapped: The Hidden Forces Behind Counterintuitive NPS Results

Episode 225: How Net Promoter Score benchmark data might be misleading when not ...

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Utilities

U.S. Utilities See jNPS Disparity Between Gas & Electric

Gas customers have a more positive experience with 'start/stop my service' ...

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Insurance

Insurers Have a Digital Dilemma: Complex Claims

Americans are turning to digital channels for some home and auto insurance ...

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CX

Unleashing the Power of a Journey Strategy

Our guide will teach you the best way to prioritize and improve the journeys ...

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Consumer Banking

How a Financial Services Leader Achieved Organizational Change with NPS Prism

Prudential Financial partnered with NPS Prism to align on CX focus areas and ...

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Consumer Banking

Behind the Scenes: Prudential's CX Transformation

Bain PaNPS Prism Co-Founder and Prudential's Head of Enterprise Experience ...

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Grocery

Grocers Face Heightened Customer Dissatisfaction: The Impact of Stockouts and Checkouts on NPS

Grocers are facing two significant challenges impacting customer satisfaction: ...

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Video and Streaming

Prime Time for Boomers: Streaming Services Captivate Older Audiences

The share of older Americans who subscribe to live streaming services grew 60% ...

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Insurance

Increased Insurance Premiums Lead to Double Digit pNPS Declines

As inflation continues to affect consumer behavior, insurers must navigate how ...

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Consumer Banking

The Power of Points: Why Redeeming Credit Card Rewards Matters

For cash-strapped consumers, the process of redeeming credit card rewards can ...

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Consumer Banking

Let’s Chat: Banking Customer Service Is Going Digital

Amid the generative AI frenzy, twice as many customers are messaging with ...

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Video and Streaming

Streamers Hold Netflix to a Higher Standard. Can It Keep Up?

Compared with other streaming subscribers, when Netflix users can’t find ...

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Consumer Banking

Quality Over Quantity: The Key to Call Center Agents in Banking

When customers call to dispute a fee, the quality of agents matters more than ...

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Consumer Banking

“Please Don’t Hold”: A Better Banking Call Center Experience

Customers are far more satisfied with their bank if they have the option to ...

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Auto

Supply Constraints and Rising Costs Lead to rNPS Decreases for Luxury Vehicle Brands

To help auto OEMs continue to craft winning experiences, NPS Prism analyzed ...

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CX

How to Combine Competitive NPS Data With Internal Data to Drive CX Improvements

Here's a look at the information you should be collecting to see a holistic ...

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Consumer Banking

How to Improve Customer Retention in Property and Casualty Insurance

A good renewal experience can make all the difference—even when premiums ...

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Consumer Banking

Delighting Banking Customers During Fee Disputes

Saying “yes” during a fee dispute is a big opportunity for banks to boost ...

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Consumer Banking

Carriers Look to Mitigate eNPS Declines Amidst Increasing Premiums: See How Inflation and Other Trends Are Reshaping CX in Insurance

As inflation perpetuates significant premium increases, insurance carriers must ...

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CX

NPS Prism: The Source for True, Deep NPS Insights

Bain’s Jason Barro shares an inside look at the benchmarking platform that’s ...

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Consumer Banking

Are UK Banks Cultivating Key Customer Relationships?

To boost revenue growth, banks will master the art of turning new clients into ...

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Grocery

Value-Focused Grocers See Increases in rNPS and Share of Wallet: Explore These and Other Leading CX Trends in Grocery

To help grocers continue to craft winning experiences, NPS Prism analyzed ...

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Consumer Banking

Banks See Increases in Digital NPS and Mobile Adoption: See the Impact of These and Other Banking Customer Experience Trends

As inflation steadily increases and consumer spending habits evolve, banks must ...

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CX

Qualtrics Partner Network Doubles to Over 200 Global Companies to Empower Organizations with Experience Management Solutions that Deliver Exceptional Customer and Employee Experiences

Bain & Company win the Qualtrics Partner of the Year Awards, in celebration of ...

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Video and Streaming

Password-Sharing Is Pervasive Across Streaming Services

A quarter of viewers are borrowing someone else’s paid subscription.

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CX

What Is a Good Net Promoter Score? NPS Benchmarks by Industry

What is a 'good' Net Promoter Score? Learn how to calculate your NPS and see ...

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CX

How to Build An Effective Voice of the Customer Program

Are you listening to Voice of the Customer feedback? Build a Voice of the ...

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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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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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CX

How Inflation Impacts Customer Experience

As prices continue to rise, consumers are rethinking their spending — and how ...

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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

Organize Around Common Episodes That Can Make or Break Your Brand

A sound approach to brand management is to identify the most common episodes ...

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Utilities

U.S. Utilities’ relationship NPS continues to drop amid inflation and the end of favorable COVID-related policies

US utilities looking to counteract the broader decline will need to zero in on ...

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CX

NPS Prism’s Benchmarks Report

The Benchmarks Report analyzes industry-wide NPS scores, trends, and critical ...

Download Now

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