April 12, 2018 | Eric Feinberg

Who’s Winning on Retail NPS? Our New Report Ranks 50 Leading Brands

There’s a lot riding on your Net Promoter Score℠: It’s a closely watched KPI that drives retail strategies and influences how your brand invests its resources. Just out today, the ForeSee Experience Index (FXI): NPS® Report gives you something unique: The only free and publicly available industry NPS ranking of its kind, and a benchmark to help you calibrate your customer experience efforts.

Based on our annual survey of more than 40,000 retail consumers about their experiences with brands in the U.S., U.K., and Canada, the NPS Report shows you who’s winning and who’s lagging behind on store, web, and mobile channels. Our findings show a significant gap between the top and bottom, with retailers in the top five enjoying NPS of double the average for others in the report. Diving deep into customer sentiment data, the report also provides analysis and insight into:

  • Why most brands—except one—can’t deliver across all channels
  • How NPS differs across geographies, gender, and generations
  • Which retail categories are getting recommended and which are not

We also preview Predictive NPS, the ForeSee solution that compliments and extends NPS measurement. Using a proven methodology, Predictive NPS links drivers to outcomes, giving you actionable intelligence that allows you to know what will happen before you act.

Read the full report here. It will add much-needed context for understanding your brand’s score, and help you leverage NPS to drive actionable business insights when the metric is part of a strategic CX measurement program.

For more industry data, download our FXI companion reports, Retail CX Rankings and Retail CX Insights.

†Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Categories: NPS,Research & CX Data

About the Author

Eric drives ForeSee’s marketing strategy, working closely with the company’s product, client service, and sales teams to infuse innovation and operational excellence into its offerings. Since joining ForeSee in 2004, he has contributed to the organization’s strategic growth, particularly providing leadership around mobile solutions. He is the author of several of the company’s thought leadership studies, including the 11th annual ForeSee Experience Index (FXI) and the American Employee Study. Eric is a frequent speaker on customer experience analytics, and marketing best practices. He is a board member of the Digital Analytics Association (DAA) and an adjunct professor of mobile marketing at the University of California, Irvine Extension. Previously, he worked as a web analyst, multichannel strategy consultant, usability specialist and focus group moderator. Eric is a graduate of the University of Michigan.

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