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TEMKINGROUPINSIGHTREPORT

NETPROMOTERSCOREBENCHMARKSTUDY,2017SIXTHANNUALSTUDYANALYZINGNPSFOR299COMPANIESACROSS20INDUSTRIES

ByBruceTemkinCustomerExperienceTransformist&ManagingPartnerOctober2017

[email protected]/916-2075TEMKINGROUP.COM

TEMKINGROUPINSIGHTREPORT www.temkingroup.com

Copyright©2017TemkinGroup.Allrightsreserved. Page2

ExecutiveSummaryManylargecompaniesuseNetPromoter®Score(NPS)toevaluatetheircustomers’loyalty.Tocomparescoresacrossorganizationsand industries,TemkinGroupmeasuredtheNPSofalmost300companiesacross 20 industries based on a survey of 10,000 U.S. consumers. Here are the highlights from thisbenchmark:< WithanNPSof66,USAA’sinsurancebusinessearnedthehighestscoreinthestudyforthefifthyearin

arow.< ComcastreceivedthelowestNPSforthethirdyearinarowwithascoreof-9.< The industryaverage forNPS ranged fromahighof43 forautodealersdown toa lowof9 forTV&

Internetserviceproviders.< Citibank,whoseNPSlagged35pointsbehindthebankingaverage,fellthefarthestbehinditspeers.< AllindustriessawtheiraverageNPSdeclineoverthepastyear,thoughutilitiesdroppedthemost.< 18- to 24-year-old consumers give companies the lowest NPS (with an average score of 17 across

industries), while consumers 65 and older give the highest NPS (with an average score of 38 acrossindustries).

< NPSishighlycorrelatedwithcustomerexperience.Onaverage,customerexperienceleadersenjoyanNPSover18pointshigherthancustomerexperiencelaggards.

USAAandJetBlueLeadtheNPSBenchmarkof299U.S.Companies

OurresearchshowsthatmanylargecompaniesuseNetPromoterScore(NPS)toevaluatecustomerexperience, so we benchmarked the NPS of 299 companies across 20 industries.1 In order tocompletethisanalysis,we:

§ Surveyed U.S. consumers. Using an online survey, we asked 10,000 U.S. consumers toprovide feedbackon the companies that theyhad interactedwithduring theprevious90days.2RespondentsansweredthestandardNPSquestion:Howlikelyareyoutorecommend<company> to friends and colleagues? Consumers selected a response from 0 (not at alllikely)to10(extremelylikely).

§ Categorized respondents as promoters, passives, and detractors. For each company,wedeterminedthepercentagesofitsrespondentswhowerepromoters(selected9or10),passives(selected7or8),ordetractors(selectedbetween0and6).

§ CalculatedNPS.WethenfoundtheNPSforeachcompanybysubtractingitspercentageofdetractors from its percentage of promoters. And although we included every surveyresponse in the industryaveragecalculation,weareonlypublishingresults fromthe299companieswithfeedbackfromatleast100consumers(seeFigure1).

1SeetheTemkinInsightGroupReport,“TheStateofCXMetrics,2016,”(December2016).2DatacomesfromtheTemkinGroupQ32017ConsumerBenchmarkSurvey,whichwasanonlinestudyof10,000U.S.consumersconductedduringAugust2017.SurveyrespondentswererepresentativeoftheU.S.Censusbasedonquotasforage,income,gender,ethnicity,andgeographicregion.



USAAandJetBlueEarnTopSpotsinNPSRankings

AftercalculatingtheNPSforthe299companies,wefoundthat:

§ USAAtopstheNPSrankings.OneofUSAA’sbusinesseshasearnedthehighestNPSeveryyearwe’ve conducted this survey.Thisyear, for the fifthyear ina row,USAA’s insurancebusinesstookthetopspotwithanNPSof66.ThecompanieswiththenexthighestscoresareJetBlue(59),Jeep(58),andChick-fil-A(58)(seeFigure2).

§ Comcastremainsonthebottom.WithanNPSof-9,Comcastreceivedthelowestscoreinour benchmark for the third straight year. Citibank, Charter Spectrum, Pacific Gas andElectric,ConsolidatedEdisonofNY,andOptimumallalsoreceivedanNPSof-5orbelow.

§ Autodealersearnthetopspot.Whenweanalyzedthescoresbyindustry,wefoundthatautodealersenjoythehighestaverageNPSwithascoreof43,puttingthemwellaheadofanyother industry(seeFigures3 to9).3Fifty-ninepercentofautodealers’customersarepromoters,whileonly16%aredetractors (seeFigure10).The streamingmedia industryearnedthesecondhighestaveragescorewithanNPSof41.Thelowestscoringindustry–by a wide margin – is TV & Internet service providers, who only received an industryaverageNPSofonly3.

§ USAAandJetBlueoutshinetheircompetitors.Wecomparedeverycompany’sNPStoitsindustry’s average NPS (see Figure 11). USAA’s insurance business, USAA’s credit cardbusiness,andJetBlueallearnedscores33pointsabovetheirindustryaverage,thehighestofallthecompaniesweevaluated.Chick-fil-AandUSAA’sbankingbusinessesalsooutpacedthe competition by significant margins, each coming in 30 points above its industryaverages.

§ Citibank falls furthest behind. Citibank lags furthest behind its peers with an NPS 35points below the banking industry average. Super8 is not much better, falling 34 pointsbelowitspeers.

§ Utilities dropped the most. When we compared this year’s industry averages withindustryaveragesfromthelasttwoyears,wefoundthattheaverageforeveryindustryhasdroppedsincelastyear(seeFigure12).4Utilitiesdroppedthemost, falling14points.Andeventhoughtheirscoresfellthisyear,wirelesscarriersoverallhavegainedthemostsince2015,astheirscorehasgoneupbysevenpointsoverthattime.

NPSIncreasesWithAge

WeexaminedhowindustryNPSdiffersacrossagegroupsandfoundthat(seeFigure13):

§ Young consumers gave the lowest NPS. Customers between the ages of 18 and 25assignedcompaniesthelowestscoresofanyagegroup,givinganaveragescoreof17acrossthe 20 industries. In fact, this group gave the lowest average scores for 16 of the 20industriesweevaluated.

3Industryaveragesarecalculatedastheaveragescoreacrossallconsumerratingsintheindustry,notasaveragesoftheindividualcompanies.4SeetheTemkinGroupInsightReport,“NetPromoterScoreBenchmarkStudy,2016,”(October2016).



§ OlderconsumersgavethehighestNPS.Consumers65andolderassignedcompaniesthehighest scores of any age group, giving an average score of 38 across the 20 industries.Overall, thisgroupgavethehighestscoresto16ofthe20industries.Consumersbetweentheagesof55and64assignedthesecondhighestaveragescores.

§ Investmentfirmshavethemostpronouncedgenerationgap.Onaverage,there’sa21-point gap between the age groupwho assigned the highest NPS and the age groupwhoassigned the lowest NPS. This is most noticeable in the investment industry, whereconsumers65andoldergavetheindustryanaveragescoreof48,whileconsumers24andyoungergaveitanaveragescoreof6–adifferenceof42percentage-points.

WantHigherNPS?ImproveCustomerExperience

HowcancompaniesincreasetheirNPS?Byimprovingtheexperiencetheydelivertocustomers.Toexamine the link between NPS and customer experience (CX), we compared companies’ NPS totheirscoresinour2017TemkinExperienceRatings.Wefound(seeFigure14):5

§ Averyhighcorrelation.ThePearsoncorrelationbetweenNPSandtheTemkinExperienceRatingsis0.7.

§ AhugegapbetweenCXleadersandlaggards.Partofthe2017TemkinExperienceRatingsreport looksathow theCX ratingsof the331companiesweevaluated compares to theirindustryaverage.WhenwecomparedtheresultsofthatstudywiththeresultsofthisNPSstudy, we found that the same companies that most dramatically outperformed theirindustry’saverageforcustomerexperiencealsooutperformedtheirindustry’saverageforNPS. These overachievers earned an average NPS 9.1 points higher than their peers.MeanwhilethosethatdelivertheworstcustomerexperiencealsoreceivedthelowestNPS,averagingscores9.4pointsbelowtheirindustry’saverage.

5TheTemkinExperienceRatingsmeasurecompanies’customerexperiencebyaskingconsumerstoratethreeareasoftheirexperience:success,effort,andemotion.SeetheTemkinGroupInsightReport,“2017TemkinExperienceRatings,”(March2017).



Temkin Group Measured Net Promoter Scores For 299 Companies Across 20 Industries

Copyright ©2017 Temkin Group. All rights reserved.

Airlines: AirCanada,AlaskaAirlines,AmericanAirlines,DeltaAirlines,FrontierAirlines,JetBlueAirwaysSouthwestAirlines,SpiritAirlines,UnitedAirlines,VirginAmerica

Auto dealers: Audi,BMW,Buick,Cadillac,Chevrolet,Chrysler,Dodge,Ford,Honda,Hyundai,Jeep,Kia,Mazda,Nissan,

Subaru,Toyota

Banks: Acreditunion,AllyBank,BankofAmerica,BB&T,CapitalOneBank,Chase,Citibank,CitizensBank,FifthThirdBank,NavyFederalCreditUnion,PNC,Regions,SunTrustBank,TDBank,U.S.Bank,USAA,WellsFargoBank

Computers & tablet makers: Acer,Amazon,Apple,Asus,Barnes&Noble,Dell,Gateway,Hewlett-Packard,Lenovo,Sony,Toshiba

Credit card issuers: AmericanExpress,Bankof America,Barclaycard,CapitalOne,Chase,Citigroup,Discover,U.S.Bank,

USAA,WellsFargo

Fast food chains: Arby’s,BaskinRobbins,BurgerKing,Chick-fil-A,ChipotleMexican Grill,DairyQueen,Domino’s,Dunkin�Donuts,Hardees,IHOP,JackintheBox,KFC,LittleCaesar’s,McDonalds,PandaExpress,PaneraBread,PapaJohn’s,PizzaHut,

Popeye’sLouisiana Kitchen,SonicDrive-In,Starbucks,Subway,TacoBell,Wendy’s

Health plans: Aetna,Anthem,BCBSofFlorida,BCBSofMichigan,BCBS ofNewJersey,BlueCrossBlueShieldplannotlisted

above,BlueShieldofCalifornia,CIGNA,Humana,KaiserPermanente,Medicaid,Medicare,TriCare,UnitedHealthcare

Hotels: Airbnb,BestWestern,ComfortInn,CourtyardByMarriott,CrownePlaza,DaysInn,FairfieldInn,HamptonInn,

Hilton,HolidayInn,HolidayInnExpress,Hyatt,LaQuintaInn,Marriott,Motel6,QualityInn,ResidenceInn,Sheraton,Super

8,Wyndham

Insurance: 21stCentury,AAA,Allstate,AmericanFamily,Farmers,GEICO,LibertyMutual,MetLife,Nationwide,NewYork

Life, Progressive,Prudential,StateFarm,TheHartford,Travelers,USAA

Investments: Acreditunion,AmeripriseFinancial,CapitalOne360,CharlesSchwab,E*TRADE,EdwardJones,FidelityInvestments,MerrillLynch,MorganStanleySmithBarney,Scottrade,TDAmeritrade,Vanguard,WellsFargoAdvisors

Parcel delivery services: DHL,FedEx,U.S.PostalService,UPS

Rental Cars & Transport: ACERentACar,AlamoRentACar,Avis,Budget,Dollar,EnterpriseRent-A-Car,Hertz,Lyft,Uber

Retailers: 7-Eleven,AceHardware,AdvanceAutoParts,Amazon.com,AppleRetailStore,AutoZone,Barnes&Noble,BedBath&Beyond, BestBuy,BJ�sWholesaleClub,Costco,CVS,Dick'sSportingGoods,DollarGeneral,DollarTree,eBay,Etsy,

FamilyDollar,FootLocker,GameStop,Gap,HomeDepot,JCPenney,Kmart,Kohl's,Lowe's,Macy's,Marshalls,Michael�s,Nordstrom,O'ReillyAutoParts,OfficeDepot,OldNavy,PetSmart,QVC,RiteAid,Ross,Sam'sClub,Sears,Staples,T.J.Maxx,

Target,Toys'R'Us,TrueValue,Wal-Mart,Walgreens

Software makers: Activision,Adobe,Apple,Blackboard,Google,Intuit,McAfee,Microsoft,Sony,Symantec

Streaming media: Amazon PrimeInstantVideo,AmazonPrimeMusic,AppleMusic,ESPN,GooglePlay,HBO,Hulu,

iHeartRadio,iTunes,Netflix,Pandora,Showtime,SiriusXM,SoundCloud,Spotify,Starz

Supermarket chains: Albertsons,Aldi,FoodLion,GiantEagle,H-E-B,Hannaford,Hy-Vee,Kroger,PigglyWiggly,Publix,

Safeway,Save-a-Lot,ShopRite,Stop&Shop,TraderJoe�s,Vons,WawaFoodMarkets,Wegmans,WholeFoods,Winn-Dixie

TV & appliances: Bosch, Electrolux,GE,Haier,LG,Mitsubishi,Panasonic,Philips,Samsung,Sharp,Sony,Toshiba,Vizio,

Whirlpool

TV/ISPs: AOL,AT&T,CharterSpectrum,Comcast,Cox Communications, DirecTV,DishNetwork,Optimum,Verizon

Utilities: AmerenIllinoisCompany,Commonwealth Edison,Consolidated EdisonCompany ofNewYork,DukeEnergyProgress,FloridaPower&Light,GeorgiaPower,PacificGasandElectricCompany,PSE&G,SouthernCaliforniaEdison,

SouthernCaliforniaGasCompany,TXUEnergy

Wireless carriers: AT&T,CricketWireless,MetroPCS,Sprint,T-Mobile,TracFone,USCellular,VerizonWireless,Virgin

Mobile

Base: 10,000 U.S. consumersSource: Temkin Group Q3 2017 Consumer Benchmark Survey

Figure1



Net Promoter Scores (NPS): Top and Bottom 20 Companies



Company Industry NPS

Comcast TV & Internet Service -9

Citibank Banks -8Charter Spectrum

TV & Internet Service -8

Pacific Gas and Electric Utilities -6

Consolidated Edison of NY Utilities -5

Optimum TV & Internet Service -5

Super 8 Hotels -3Spirit Airlines Airlines -3Commonwealth Edison Utilities -3

Cox Comm. TV & Internet Service -1

United Airlines Airlines -1Frontier Airlines Airlines 1

BCBS of Florida Health Plans 2McDonalds Fast Food 2Sears Retailers 2Citigroup Credit Cards 2Motel 6 Hotels 5Burger King Fast Food 67-Eleven Retailers 6Anthem Health Plans 6


USAA Insurance 66

JetBlue Airways Airlines 59

Jeep Auto Dealer 58

Chick-fil-A Fast Food 58

Apple Computers & Tablets 57

USAA Credit Cards 57

Amazon.com Retailers 57

Trader Joe�s Supermarkets 56

USAA Banks 56

Navy Federal Credit Union Banks 55

H-E-B Supermarkets 54

Apple Software 54

Aldi Supermarkets 54

ACE Rent A Car Rental Cars 54

Subaru Auto Dealer 54

A credit union Banks 53

Audi Auto Dealer 53

Wegmans Supermarkets 52

Publix Supermarkets 52

QVC Retailers 52

Highest NPS Lowest NPS

Figure2



Range of Net Promoter Scores (NPS) Across Industries80706050403020100-10-20

24 5843

27 4941

18 4934

2 57

11 5427

-3 5926

-8 5626

2 4018

-9 173

Auto Dealers

Software Firms

Investment Firms12 5434

10 6633

Hotels & Rooms

Computers & Tablets

Insurance Carriers

Airlines

Wireless Carriers

Rental Cars & Transport

2 5723

Health Plans

Credit Cards

TV & Internet service

LowNPS

HighNPSAvg.



5737

Supermarkets10 5636

17 50

Streaming Media

34

-3 4931

2 58

6 3528Parcel Delivery Services

Fast Food Chains

31

27

Retailers

Banks

-6 3112Utilities

9 3725

TV & Appliances

21

Figure3



Net Promoter Scores (NPS) By Industry (Page 1)




JetBlue Airways Airlines 59

Southwest Airlines Airlines 47

Air Canada Airlines 46

Virgin America Airlines 45

Alaska Airlines Airlines 36

Delta Airlines Airlines 17

American Airlines Airlines 15

Frontier Airlines Airlines 1

United Airlines Airlines -1

Spirit Airlines Airlines -3

Jeep Auto Dealer 58

Subaru Auto Dealer 54

Audi Auto Dealer 53

Honda Auto Dealer 51

Hyundai Auto Dealer 46

Chevrolet Auto Dealer 45

Cadillac Auto Dealer 45

Toyota Auto Dealer 43

Ford Auto Dealer 43

Mazda Auto Dealer 42

Kia Auto Dealer 40

Buick Auto Dealer 38

Nissan Auto Dealer 34

BMW Auto Dealer 33

Dodge Auto Dealer 31


Chrysler Auto Dealer 24USAA Banks 56

Navy Federal Credit Union Banks 55

A credit union Banks 53Regions Banks 40TD Bank Banks 39Ally Bank Banks 36BB&T Banks 33PNC Banks 32Chase Banks 31Citizens Bank Banks 23U.S. Bank Banks 21SunTrust Bank Banks 20Capital One Bank Banks 18Bank of America Banks 18Wells Fargo Bank Banks 14Fifth Third Bank Banks 11Citibank Banks -8 Apple Computers 57Amazon Computers 47Sony Computers 46Hewlett-Packard Computers 37Dell Computers 31Barnes & Noble Computers 25Lenovo Computers 24

Figure4







Asus Computers 23

Gateway Computers 22

Toshiba Computers 22

Acer Computers 21

USAA Credit Cards 57Discover Credit Cards 36American Express Credit Cards 35Capital One Credit Cards 28Chase Credit Cards 26U.S. Bank Credit Cards 19Barclaycard Credit Cards 17Bank of America Credit Cards 16Wells Fargo Credit Cards 12Citigroup Credit Cards 2Chick-fil-A Fast Food 58Panera Bread Fast Food 43Papa John’s Fast Food 40Baskin Robbins Fast Food 39Starbucks Fast Food 37

Chipotle Mexican Grill Fast Food 36

Sonic Drive-In Fast Food 35Pizza Hut Fast Food 34Dunkin’ Donuts Fast Food 33Little Caesar’s Fast Food 32

Popeye’s Louisiana Kitchen Fast Food 31


Domino’s Fast Food 29Subway Fast Food 28

Hardees Fast Food 27

Dairy Queen Fast Food 26Taco Bell Fast Food 25Arby’s Fast Food 24Panda Express Fast Food 23IHOP Fast Food 22Wendy’s Fast Food 19KFC Fast Food 16Jack in the Box Fast Food 12Burger King Fast Food 6McDonalds Fast Food 2Kaiser Permanente Health Plans 40TriCare Health Plans 37Humana Health Plans 27Medicare Health Plans 26Medicaid Health Plans 24

BCBS of New Jersey Health Plans 22

BCBS of Michigan Health Plans 20United Healthcare Health Plans 18Aetna Health Plans 12CIGNA Health Plans 11

Blue Shield of California Health Plans 8

BCBS plan not listed above Health Plans 7

Figure5







Anthem Health Plans 6BCBS of Florida Health Plans 2Marriott Hotels 49Holiday Inn Express Hotels 43Hampton Inn Hotels 39Holiday Inn Hotels 39Residence Inn Hotels 38Airbnb Hotels 38Hyatt Hotels 38Hilton Hotels 37Sheraton Hotels 36Crowne Plaza Hotels 36

Courtyard By Marriott Hotels 33

Best Western Hotels 31Comfort Inn Hotels 29Wyndham Hotels 28La Quinta Inn Hotels 21Quality Inn Hotels 13Days Inn Hotels 12Fairfield Inn Hotels 11Motel 6 Hotels 5Super 8 Hotels -3USAA Insurance 66New York Life Insurance 43GEICO Insurance 40


AAA Insurance 38State Farm Insurance 33

Progressive Insurance 31

Nationwide Insurance 30Prudential Insurance 2921st Century Insurance 29Allstate Insurance 27American Family Insurance 26The Hartford Insurance 24MetLife Insurance 24Travelers Insurance 20Liberty Mutual Insurance 17Farmers Insurance 10Vanguard Investments 49Ameriprise Financial Investments 48

Charles Schwab Investments 48Morgan Stanley Smith Barney Investments 39

Fidelity Investments Investments 39Capital One 360 Investments 37Edward Jones Investments 36TD Ameritrade Investments 29E*TRADE Investments 28Merrill Lynch Investments 27A credit union Investments 27Scottrade Investments 26

Figure6







Wells Fargo Advisors Investments 18

UPS Parcels 35FedEx Parcels 28U.S. Postal Service Parcels 22DHL Parcels 6ACE Rent A Car Rental Cars 54Lyft Rental Cars 42Enterprise Rent-A-Car Rental Cars 33

Uber Rental Cars 28Dollar Rental Cars 22Alamo Rent A Car Rental Cars 18Avis Rental Cars 13Budget Rental Cars 11Hertz Rental Cars 11Amazon.com Retailers 57QVC Retailers 52BJ�s Wholesale Club Retailers 48

Apple Retail Store Retailers 47Costco Retailers 46Barnes & Noble Retailers 46Sam's Club Retailers 46Etsy Retailers 44T.J. Maxx Retailers 44Old Navy Retailers 43Michael’s Retailers 40


Foot Locker Retailers 40Bed Bath & Beyond Retailers 38

Dollar Tree Retailers 38

eBay Retailers 36True Value Retailers 35Nordstrom Retailers 35Ace Hardware Retailers 35Marshalls Retailers 34Lowe's Retailers 33Toys 'R' Us Retailers 33Kohl's Retailers 32Ross Retailers 32PetSmart Retailers 31Home Depot Retailers 31Advance Auto Parts Retailers 31Family Dollar Retailers 30Walgreens Retailers 28Dollar General Retailers 27Gap Retailers 26AutoZone Retailers 25Macy's Retailers 25Best Buy Retailers 24JCPenney Retailers 24Target Retailers 23Office Depot Retailers 22

Figure7







Staples Retailers 22

O'Reilly Auto Parts Retailers 19

Rite Aid Retailers 18

GameStop Retailers 17

Wal-Mart Retailers 16

CVS Retailers 15

Dick's Sporting Goods Retailers 11

Kmart Retailers 10

7-Eleven Retailers 6

Sears Retailers 2

Apple Software 54

Google Software 39

Sony Software 38

Symantec Software 37

Activision Software 32

Microsoft Software 32

Intuit Software 27

McAfee Software 25

Adobe Software 22

Blackboard Software 12

Netflix Streaming Media 49

Amazon Prime Music Streaming Media 49

Pandora Streaming Media 48

Amazon Prime Instant Video Streaming Media 47

Spotify Streaming Media 46


HBO Streaming Media 42

Hulu Streaming Media 40

iHeartRadio Streaming Media 39

GooglePlay Streaming Media 37

ESPN Streaming Media 35

SoundCloud Streaming Media 34

Starz Streaming Media 32

SiriusXM Streaming Media 32

Apple Music Streaming Media 32

iTunes Streaming Media 27

Showtime Streaming Media 27

Trader Joe�s Supermarkets 56

H-E-B Supermarkets 54

Aldi Supermarkets 54

Wegmans Supermarkets 52

Publix Supermarkets 52

ShopRite Supermarkets 47

Kroger Supermarkets 41

Wawa Food Markets Supermarkets 37

Whole Foods Supermarkets 36

Hy-Vee Supermarkets 35

Food Lion Supermarkets 31

Hannaford Supermarkets 29

Save-a-Lot Supermarkets 29

Stop & Shop Supermarkets 27

Figure8







Winn-Dixie Supermarkets 23

Giant Eagle Supermarkets 20

Safeway Supermarkets 19

Piggly Wiggly Supermarkets 19

Albertsons Supermarkets 18

Vons Supermarkets 10

Electrolux TV & Appliances 50

Bosch TV & Appliances 46

Samsung TV & Appliances 44

Vizio TV & Appliances 42

LG TV & Appliances 42

Whirlpool TV & Appliances 34

Sony TV & Appliances 32

GE TV & Appliances 29

Panasonic TV & Appliances 29

Sharp TV & Appliances 27

Haier TV & Appliances 25

Philips TV & Appliances 20

Mitsubishi TV & Appliances 18

Toshiba TV & Appliances 17

Verizon TV & Internet Service 17

Dish Network TV & Internet Service 15

DirecTV TV & Internet Service 13

AOL TV & Internet Service 13

AT&T TV & Internet Service 11


Cox Communications

TV & Internet Service -1

Optimum TV & Internet Service -5

Charter Spectrum TV & Internet Service -8

Comcast TV & Internet Service -9

Florida Power & Light Utilities 31

Georgia Power Utilities 24PSE&G Utilities 20TXU Energy Utilities 17Southern California Gas Company Utilities 15

Southern California Edison Utilities 12

Duke Energy Progress Utilities 11

Ameren Illinois Company Utilities 7

Commonwealth Edison Utilities -3 Consolidated Edison of NY Utilities -5 Pacific Gas and Electric Company Utilities -6 Cricket Wireless Wireless Carrier 37US Cellular Wireless Carrier 34TracFone Wireless Carrier 30Verizon Wireless Wireless Carrier 27MetroPCS Wireless Carrier 27T-Mobile Wireless Carrier 27Virgin Mobile Wireless Carrier 24AT&T Wireless Carrier 22Sprint Wireless Carrier 9

Figure9



Promoters, Passives, and Detractors By Industry



Figure10



Net Promoter Scores (NPS): Most Above and Below Industry Average



Company Industry AboveUSAA InsuranceCarrier +33USAA CreditCards +33JetBlueAirways Airlines +33Chick-fil-A FastFood +30USAA Banks +30Navy FederalCreditUnion Banks +29

ACERentACar RentalCars&Transportation +27

Acreditunion Banks +27Amazon.com Retailers +25KaiserPermanente HealthPlans +22

Apple SoftwareFirms +21SouthwestAirlines Airlines +21

Apple Computers&Tablets +21

QVC Retailers +20TraderJoe�s Supermarkets +20TriCare HealthPlans +20AirCanada Airlines +20VirginAmerica Airlines +19FloridaPower&Light Utilities +19

H-E-B Supermarkets +18Marriott Hotels&Rooms +18Aldi Supermarkets +18BJ�sWholesaleClub Retailers +17

Wegmans Supermarkets +16Publix Supermarkets +16

NPS Most Above Industry Average(Points Above Industry Average)

NPS Most Below Industry Average(Points Below Industry Average)

Company Industry Above

Citibank Banks -35 Super8 Hotels&Rooms -34 Sears Retailers -29 SpiritAirlines Airlines -29 UnitedAirlines Airlines -27 Motel6 Hotels&Rooms -26 Vons Supermarkets -26 7-Eleven Retailers -25 McDonalds FastFood -25 FrontierAirlines Airlines -25 Farmers InsuranceCarrier -23 BurgerKing FastFood -22 Blackboard SoftwareFirms -21 DHL ParcelDelivery -21 Kmart Retailers -21 Citigroup CreditCards -21 Dick'sSportingGoods Retailers -20

Chrysler AutoDealer -20 FairfieldInn Hotels&Rooms -19 PacificGasandElectricCompanyUtilities

-19

DaysInn Hotels&Rooms -19 QualityInn Hotels&Rooms -18 Albertsons Supermarkets -18 Toshiba TV&Appliances -18 ConsolidatedEdisonofNY Utilities -17

Figure11



Industry Average NPS, 2015 to 2017


Base: 10,000 U.S. consumersSource: Temkin Group Q3 2014 to 2016 Consumer Benchmark Surveys

N/AN/A

Figure12



Net Promoter Scores (NPS) by Age by Industry


Industry 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 and older

Airlines 12 30 25 20 37 33

Auto Dealers 28 45 39 40 52 55

Banks 24 29 24 22 29 28

Computers & Tablets 22 41 34 33 42 46

Credit Cards 12 24 17 22 27 32

Fast Food 24 29 25 21 31 33

Health Plans 8 18 6 10 18 39

Hotels & Rooms 16 35 27 31 38 43

Insurance Carriers 18 36 27 35 34 41

Investment Firms 6 35 29 36 43 48

Parcel Delivery 17 26 20 24 35 38

Rental Cars & Transportation 16 35 23 22 25 40

Retailers 21 35 28 27 37 37

Software Firms 21 38 34 35 40 38

Streaming Media 32 43 42 40 46 41

Supermarkets 24 38 33 33 40 42

TV & Appliances 16 41 31 34 50 52

TV & Internet Service 4 9 -2 1 4 4

Utilities 2 22 2 4 16 26

Wireless Carriers 16 25 22 21 28 36

Lowest age group for industry Highest age group for industry

Base: 10,000 U.S. consumers

Source: Temkin Group Q3 2017 Consumer Benchmark Survey

Figure13



Customer Experience Correlates To Net Promoter® Scores (NPS®)


331 Organizations Across 20 Industries

Base: 10,000 U.S. consumersSource: Temkin Group Q1 2017 Consumer Benchmark Study

Company NPS minus industry average NPS

(%-points)

Pearson correlation coefficient (R) = .7

NPS compared with their industry averages

2017 Temkin Experience Ratings minus industry

average (%-points)

NPS Versus Industry Average Based on Temkin Experience Ratings

2017 Temkin Experience Ratings compared with their industry averages

+

+

+

Figure14



AbouttheAuthor,BruceTemkin

BruceTemkin isCustomerExperienceTransformist&ManagingPartnerofTemkinGroup.He isalso theco-founderandEmeritusChairof theCustomerExperienceProfessionalsAssociation(cxpa.org).

Bruceiswidelyviewedasavisionaryinthefieldandaleadingexpert inhoworganizationsbuilddifferentiationthroughcustomerexperience.Hehasworkedwithhundredsoflargeorganizationson the strategy, operational processes, organizational structures, leadership, user-centric design,and culture required to sustain superior customer relationships. He regularly coaches seniorexecutivesthatareleadingcustomerexperiencetransformationefforts.

Bruce’s research focuses on identifying current and emerging best practices. He has publishedseminal reports likeTheROI of CustomerExperience,TheFuture of CustomerExperience, andTheFour Customer Experience Core Competencies. He uses this insight to advise companies on theircustomer experience journeys, identifying opportunities for sustainable breakthroughperformance.

Bruce is the author of the popular blog Customer Experience Matters® where he regularly postsinsightson topics suchas customerexperience,branding, leadership, andemployeeengagement.His eBook—Six Laws of Customer Experience—is available for free on the blog and has beendownloadedbytensofthousandsofpeoplearoundtheworld.6

Prior to forming Temkin Group, Bruce was Vice President & Principal Analyst with ForresterResearch.Duringhis12yearswithForrester,heledthecompany'sbusiness-to-business,financialservices, e-business, and customerexperiencepractices.BrucewasForrester’smost-readanalystfor13consecutivequartersandremainsoneofthemostrespectedanalystsintheindustry.

Bruce authored several of Forrester’smost popular research reports, includingExperience-BasedDifferentiation,TheCustomerExperience Journey,andVoiceOfTheCustomer:TheNextGeneration.HecreatedForrester’sCustomerExperienceIndex(CxI)andVoiceoftheCustomerAwardandalsoled the creation and expansion ofmany of Forrester’s experience evaluationmethodologies andtrainingworkshops.

Prior to Forrester, Bruce co-founded and led a couple of Internet start-ups. He also heldmanagementpositionswithGE,StratusComputers,andFidelityInvestments.

Brucehasbeenwidelyquoted inthepress, includingmediaoutletssuchasTheNewYorkTimes,WallStreetJournal,andBusinessWeek.

Bruce is a highly demanded public speaker who combines deep expertise with an engaging,entertainingstyle.Hehasdeliveredkeynotespeechesathundredsofindustryandcorporateeventsandisoftenrecognizedasoneofthetopspeakers.

Bruceholdsamaster’sdegreefromtheMITSloanSchoolofManagement,whereheconcentratedinbusiness strategy and operations. He also holds an undergraduate degree in mechanicalengineeringfromUnionCollege.

6CustomerExperienceMattersisaregisteredtrademarkofTemkinGroup.

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Temkin! Group! is! a! leading!customer! experience! (CX)!research,! consulting,! and!training! firm.! We! help!many!of!the!world’s!largest!brands! lead! their!transformational! journeys!towards! customerCcentricity! and! build! loyalty!by!engaging!the!hearts!and!minds! of! their! customers,!employees,!and!partners.!!!Our! team! combines! CX!thought! leadership! with! a!deep! understanding! of! the!dynamics! of! organizations!to! accelerate! results.!Rather! than! layering! on!cosmetic! changes,! we! help!companies!embed!practices!within! their! culture! and!operating!processes.!!

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Temkin'Group'

48!White!Oak!Road!Waban,!MA!02468!617/916C2075!(tel)!617/663C6124!(fax)[email protected]'

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TEMKIN'GROUP'WAS'FOUNDED'BASED'ON'FOUR'BELIEFS'

1. Customer'Experience'Drives'Loyalty:'Our!research!and!work!with!clients!has!shown!that!interactions!with!customers!influence!how!much!business!they!will!do!with!you!in!the!future!and!how!often!they!will!recommend!you.'

2. Improvement'Requires'Systemic'Change:!Companies!can!improve!customer!interactions!in!isolated!areas,!but!they!don’t!develop!competitive!advantage!until!customer!experience!is!embedded!in!their!operating!fabric.!

3. It’s'a'Journey,'Not'a'Project:!Building!the!capabilities!to!consistently!delight!customers!doesn’t!happen!overnight.!Companies!need!to!plan!for!a!multiCyear!organizational!change!program.!

4. We'Can'Help'You'Make'A'Difference:!Transformation!isn’t!easy,!but!becoming!more!customerCcentric!is!worth!the!effort.!We!are!committed!to!helping!our!clients!accelerate!their!results!and!avoid!many!of!the!obstacles!along!the!way.!!

HOW'WE'ARE'DIFFERENT'

Temkin!Group!is!focused!on!sustainable!success.!We!combine!researchCbased!thought!leadership! with! a! deep! understanding! of! human! behavior! and! organizational!dynamics!to!help!companies!build!four'customer'experience'core'competencies:!!!'

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HOW'WE'CAN'HELP'

Temkin!Group!offers!a!number!of!different!services!including:!

! Research'&'Advisory'Subscriptions:'Access!all!of!our!research!on!trends,!best!practices,!and!benchmarks,!and!receive!advice!and!answers!to!your!questions.!

! InXperson'workshops:!We!can!deliver!customized!training!for!executives,!customer!experience!professionals,!advocates,!and!other!employees.!

! Speeches'and'webinars:'Temkin!Group!can!deliver!a!highly!engaging!and!entertaining!speech!about!leadingCedge!customer!experience!topics!for!just!about!any!event!or!offsite.!

! Advisory'services:!We!can!assess!your!efforts!and!identify!opportunities!for!you!to!accelerate!results!and!avoid!pitfalls!along!the!way,!and!coach!you!to!success.!

! CX'Institute:!Tap!into!the!CX!Institute’s!leadingCedge!online!training!to!engage,!inspire,!and!educate!100s!or!1,000s!of!leaders!across!your!organization.!

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!WWW.TEMKINGROUP.COM!

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Copyright!@2017!Temkin!Group.!All!rights!reserved.!

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