Adobe Flex Authors: Matthew Lobas, PR.com Newswire, Shelly Palmer, Kevin Benedict

News Feed Item

USAA, Kaiser Permanente, Amazon.com, Pandora, Costco, Wegmans, Apple, TracFone, Southwest and Westin Among the Highest in Customer Loyalty in the 2014 Satmetrix® Net Promoter® Benchmarks

Study unveils customer loyalty leaders for 22 U.S. industry sectors

SAN MATEO, Calif., March 5, 2014 /PRNewswire/ -- Satmetrix®, the leading provider of cloud-based Net Promoter® Software for companies of all sizes, released its 2014 Net Promoter Industry Benchmarks today. The reports rank more than 219 brands across 22 U.S. industry sectors, including financial services, insurance, technology, online services, retail stores, electronics, travel and hospitality, and telecommunications.  Now available for download at www.satmetrix.com/benchmarking, the full reports offer an expanded and enhanced view of customer experience, featuring information about the key factors that drive consumer loyalty (loyalty drivers) specific to each industry sector.

"Our 2014 reports provide not only company rankings according to Net Promoter Score, but also direct insight into which everyday customer experiences drive loyalty and are critical to a company's success," said Brendan Rocks, data scientist, Satmetrix. "The Net Promoter leaders in their respective industries have positioned themselves to outpace their competitors in the areas of increased customer retention and acquisition."  

The Satmetrix Net Promoter Benchmarks are based on survey responses from more than 23,000 U.S. consumers nationwide who rated their experience with the primary brands they use. The Net Promoter Score, or NPS®, for each brand is based on customers' likelihood to recommend the company's product or service in the sector being rated. NPS is calculated as the percentage of customers who are promoters, rating the company 9 or 10 on a 0 to 10 point scale, minus the percentage who are detractors, rating 6 or lower. Consumers also rated each brand on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to identify the key drivers of loyalty and recommendation. The 2014 benchmarks reports provide a detailed look at loyalty drivers tailored to each featured sector, providing a rich view for companies to examine specific performance measures against their peers.

Highlights from the 2014 reports include:

Financial Services

Consumer confidence in financial institutions continued to improve in the 2014 banking benchmarks, with 19 of the 22 banks represented showing increased scores from 2013. Notably, Bank of America's surge in loyalty continued for the second year in a row, with a 20 point increase in NPS in 2014, following a 25 point increase in 2013. This dramatic jump in loyalty has brought the bank up from worst performer in 2012 to sixth place out of the 14 banks included. The bank improved its ratings on important key drivers including company reputation, overall value for money, acting in customers' best interests, and safety and trustworthiness.

For the fifth year in a row, USAA led the loyalty rankings not only in the banking category (81 points), but also in the automotive insurance (81 points) and home/contents insurance (84 points) categories. SunTrust Bank's NPS came in at a distant second – just 45 points. For the second year in a row, HSBC trailed the category with a score of -14 points.

Vanguard led the brokerage/investment category for the second year in a row with an NPS of 65 points, increasing six points from the 2013 findings. Morgan Stanley Wealth Management trailed the group with a score of 29 points.

Discover took over the top NPS score in the credit card company category, increasing 8 points from last year to a score of 52 points and ending American Express' (45 points) six year run as the industry leader, as it dropped to second place. Customers found Discover to have the best company reputation of the companies measured and gave the company the highest marks in the category for making it easy to conduct their business. Citigroup was the industry laggard with an NPS of 18 points, despite an impressive 12 point increase over the last year.


State Farm (60 points) had the biggest increase of any company in the auto insurance sector, increasing 15 points from last year and moving from fifth place to second place. The insurer has made improvements across all three of its categories, leading the life insurance benchmark and taking second place in both the auto insurance and home/contents insurance to USAA. For the fifth year in a row, USAA (81 points) maintained its status as loyalty leader in the auto insurance sector, beating competitors on every single loyalty driver measured on the survey, including products or service features, ease of doing business and the peace of mind they receive from the policy. Travelers (28 points) and 21st Century (29 points) were the bottom two companies in the category.

USAA also kept the top slot in the home/contents insurance benchmark with a score of 84 points, the highest score of the entire study. State Farm took second place in the category with 53 points. In contrast, Travelers (16 points) was the laggard on nearly every loyalty driver, ranking the lowest of all of the companies.

In the life insurance benchmark, State Farm was the leader with a score of 45 points, 11 points better than second place New York Life (34 points). State Farm led on all key loyalty drivers including company reputation, buying/sign-up experience, ease and convenience of finding policies and acts in customers' best interests. Liberty Mutual was the lowest-ranked company, with a score of 14 points.

Kaiser Permanente remained dominant in the health insurance sector, improving to an all-time high score of 40 points. The provider rated highest on a number of important key loyalty drivers, as patients appreciated its service features, company reputation and the feeling that Kaiser Permanente acts in their personal best interest. With a score of 32 points, Humana saw significant improvement from 2013, moving up 14 points to beat out last year's second place finisher, Medicare (27 points) for second place.


Apple led the technology and electronics industry benchmarks, receiving the top score in all three of the hardware categories: Laptop computers, smartphones and tablet computers. In the tablet computer sector, Apple iPad (66 points) led second-ranked Kindle (59 points). Microsoft (51 points) made the most impressive leap of any of the tablet companies, moving from last place (26 points) in 2013 up to the fourth position with a score increase of 25 points. Customers were impressed with Microsoft's innovative features, but still lamented the lack of available apps. Acer was the category laggard, with a score of 28 points.

In the laptop category, Apple continued to lead the pack with a score of 72 points, well above second place HP (46 points). Customers rated Apple the highest of all brands measured on every one of the loyalty drivers, including overall performance, speed and responsiveness, appearance and reliability. This is the seventh year the company has led the category. The Apple iPhone (67 points) dominated the smartphone category, with Samsung in second place (54 points). Apple led on nearly every single loyalty driver except for "overall value for money" (leader: LG) and "quality of screen viewing" (leader: Samsung).

TurboTax (58 points) led the software and apps benchmarks, with Adobe Creative Suite coming in at a distant second (36 points). TurboTax customers appreciated the ease of doing business, product reliability and ease of installation in comparison with competitors. McAfee trailed the group with a score of 7 points.

Online Services

Pandora, newly added to the benchmarks, usurped Netflix (54 points) to lead the online entertainment category in 2014 with a score of 56 points. The service led across all key industry drivers, as consumers appreciated the availability of songs and convenience of access. For the second year in a row, Blockbuster On Demand (11 points) was the lowest ranked in the category.

In the online shopping category, Amazon.com led the pack for the fifth year in a row with a score of 64 points, beating out its wholly owned subsidiary Zappos.com (60 points), which took over second place from eBay (54 points). BestBuy.com made the biggest improvements in the sector, with a 10 point increase. Google Shopping (19 points) took last place, and Target.com (32 points) came in second to last, ranking lowest on company reputation and safety of payments.

Retail Stores

Walgreens (42 points) saw a massive leap from 2013 to 2014, going from the drug store/pharmacy laggard in 2013 to the leader in 2014. Last year's leader, Walmart Pharmacy, moved down to second place in the category. Walgreens rated highly on important key drivers of loyalty, as customers appreciated the convenience of purchase and the staff's knowledge.

In the grocery store/supermarket category, Wegmans (61 points) vaulted into first place. Only four points separated the top four stores. Trader Joe's, the leader for the past four years, fell to fourth place.

For the fourth year in a row, Costco (82 points) ranked highest in the department/specialty stores category. Customers noted that they appreciated the buying/sign-up experience and value for money. They also rated Costco's reputation highest in the category. Kmart and Walmart trailed the category.

Travel and Hospitality

Southwest ranked highest in the airline category with a score of 62 points, with JetBlue coming in a close second. Southwest led on a number of important key loyalty drivers, as customers lauded the ease of doing business with the airline, overall value for money, and ease of booking baggage and extras. US Airways (-8 points) trailed the group, dropping significantly from last year by 14 points.

TripAdvisor (46 points) led the travel website category for the third year in a row, while Orbitz (20 points) was the industry laggard. Hotels.com (36 points) took second place, with a notable 17 point improvement in NPS compared to 2013, moving up from fifth place.

In the hotel category, previous leader Marriott fell to second place behind Westin (59 points). Motel 6 was the industry laggard with a score of -15 points, falling behind previous laggard, Super 8 (4 points). The hotel sector had the widest score spread of any category, 74 points.


Improving from third place in 2013, DirecTV took the top spot with a score of 34 points in the cable/satellite TV service benchmark. Last year's leader, Verizon (32 points), fell to second place. Comcast and Time Warner Cable, who recently announced a merger, both trailed the benchmark, with Net Promoter Scores of -3 points and -5 points, respectively.

TracFone maintained its position as leader in the 2014 cellular phone service benchmarks with an NPS of 39 points and the scoring best on the overall value for money rating. Cricket came in second place with a score of 34 points. The company's impressive three year trend of positive NPS increase continued, as the firm's NPS has moved up from sixth place in the rankings to second place since 2011. Last year's second place finisher, US Cellular, dropped 22 points down to 16 points and, after removing its unlimited data plans for new customers in 2013, customer ratings on value for money, ease of doing business, customer service, and the perception of treating customers fairly dipped sharply. Sprint was the category laggard with a score of 5 points.

Brighthouse Networks (20 points) maintained its first place ranking on the internet service benchmark, continuing to edge out Verizon. Industry laggard, Mediacom (-22 points) trailed the group.

Full Results of the 2014 Net Promoter Study Now Available

Full results from the annual Net Promoter study of more than 23,000 U.S. consumers are available now from Satmetrix. Twenty-two reports, covering each of the sectors featured are ready for download, with analysis of time trends and the drivers that affect customer loyalty (raw data also is available): www.satmetrix.com/benchmarking.

About Net Promoter and Satmetrix

Net Promoter is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth. Developed by Satmetrix, Bain & Company and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question, and further explored by Richard Owen and Dr. Laura Brooks of Satmetrix in Answering the Ultimate Question. Net Promoter has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide. As co-developer of the Net Promoter® methodology, its applications deliver full process support to help companies reduce customer churn, mobilize loyal promoters, generate more powerful insights and drive customer obsession through accountability. Learn more at www.satmetrix.com or www.netpromoter.com.

Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.

Rosalie Morton

SOURCE Satmetrix

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
What happens when the different parts of a vehicle become smarter than the vehicle itself? As we move toward the era of smart everything, hundreds of entities in a vehicle that communicate with each other, the vehicle and external systems create a need for identity orchestration so that all entities work as a conglomerate. Much like an orchestra without a conductor, without the ability to secure, control, and connect the link between a vehicle’s head unit, devices, and systems and to manage the ...
What are the successful IoT innovations from emerging markets? What are the unique challenges and opportunities from these markets? How did the constraints in connectivity among others lead to groundbreaking insights? In her session at @ThingsExpo, Carmen Feliciano, a Principal at AMDG, will answer all these questions and share how you can apply IoT best practices and frameworks from the emerging markets to your own business.
More and more brands have jumped on the IoT bandwagon. We have an excess of wearables – activity trackers, smartwatches, smart glasses and sneakers, and more that track seemingly endless datapoints. However, most consumers have no idea what “IoT” means. Creating more wearables that track data shouldn't be the aim of brands; delivering meaningful, tangible relevance to their users should be. We're in a period in which the IoT pendulum is still swinging. Initially, it swung toward "smart for smar...
In past @ThingsExpo presentations, Joseph di Paolantonio has explored how various Internet of Things (IoT) and data management and analytics (DMA) solution spaces will come together as sensor analytics ecosystems. This year, in his session at @ThingsExpo, Joseph di Paolantonio from DataArchon, will be adding the numerous Transportation areas, from autonomous vehicles to “Uber for containers.” While IoT data in any one area of Transportation will have a huge impact in that area, combining sensor...
Machine Learning helps make complex systems more efficient. By applying advanced Machine Learning techniques such as Cognitive Fingerprinting, wind project operators can utilize these tools to learn from collected data, detect regular patterns, and optimize their own operations. In his session at 18th Cloud Expo, Stuart Gillen, Director of Business Development at SparkCognition, discussed how research has demonstrated the value of Machine Learning in delivering next generation analytics to impr...
Successful digital transformation requires new organizational competencies and capabilities. Research tells us that the biggest impediment to successful transformation is human; consequently, the biggest enabler is a properly skilled and empowered workforce. In the digital age, new individual and collective competencies are required. In his session at 19th Cloud Expo, Bob Newhouse, CEO and founder of Agilitiv, will draw together recent research and lessons learned from emerging and established ...
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.
Amazon has gradually rolled out parts of its IoT offerings, but these are just the tip of the iceberg. In addition to optimizing their backend AWS offerings, Amazon is laying the ground work to be a major force in IoT - especially in the connected home and office. In his session at @ThingsExpo, Chris Kocher, founder and managing director of Grey Heron, explained how Amazon is extending its reach to become a major force in IoT by building on its dominant cloud IoT platform, its Dash Button strat...
@ThingsExpo has been named the Top 5 Most Influential M2M Brand by Onalytica in the ‘Machine to Machine: Top 100 Influencers and Brands.' Onalytica analyzed the online debate on M2M by looking at over 85,000 tweets to provide the most influential individuals and brands that drive the discussion. According to Onalytica the "analysis showed a very engaged community with a lot of interactive tweets. The M2M discussion seems to be more fragmented and driven by some of the major brands present in the...
We are reaching the end of the beginning with WebRTC, and real systems using this technology have begun to appear. One challenge that faces every WebRTC deployment (in some form or another) is identity management. For example, if you have an existing service – possibly built on a variety of different PaaS/SaaS offerings – and you want to add real-time communications you are faced with a challenge relating to user management, authentication, authorization, and validation. Service providers will w...
DevOps is being widely accepted (if not fully adopted) as essential in enterprise IT. But as Enterprise DevOps gains maturity, expands scope, and increases velocity, the need for data-driven decisions across teams becomes more acute. DevOps teams in any modern business must wrangle the ‘digital exhaust’ from the delivery toolchain, "pervasive" and "cognitive" computing, APIs and services, mobile devices and applications, the Internet of Things, and now even blockchain. In this power panel at @...
SYS-CON Media announced today that @WebRTCSummit Blog, the largest WebRTC resource in the world, has been launched. @WebRTCSummit Blog offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. @WebRTCSummit Blog can be bookmarked ▸ Here @WebRTCSummit conference site can be bookmarked ▸ Here
One of biggest questions about Big Data is “How do we harness all that information for business use quickly and effectively?” Geographic Information Systems (GIS) or spatial technology is about more than making maps, but adding critical context and meaning to data of all types, coming from all different channels – even sensors. In his session at @ThingsExpo, William (Bill) Meehan, director of utility solutions for Esri, will take a closer look at the current state of spatial technology and ar...
SYS-CON Events announced today that Streamlyzer will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Streamlyzer is a powerful analytics for video streaming service that enables video streaming providers to monitor and analyze QoE (Quality-of-Experience) from end-user devices in real time.
You have great SaaS business app ideas. You want to turn your idea quickly into a functional and engaging proof of concept. You need to be able to modify it to meet customers' needs, and you need to deliver a complete and secure SaaS application. How could you achieve all the above and yet avoid unforeseen IT requirements that add unnecessary cost and complexity? You also want your app to be responsive in any device at any time. In his session at 19th Cloud Expo, Mark Allen, General Manager of...
SYS-CON Events announced today that SoftNet Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. SoftNet Solutions specializes in Enterprise Solutions for Hadoop and Big Data. It offers customers the most open, robust, and value-conscious portfolio of solutions, services, and tools for the shortest route to success with Big Data. The unique differentiator is the ability to architect and ...
The IoT industry is now at a crossroads, between the fast-paced innovation of technologies and the pending mass adoption by global enterprises. The complexity of combining rapidly evolving technologies and the need to establish practices for market acceleration pose a strong challenge to global enterprises as well as IoT vendors. In his session at @ThingsExpo, Clark Smith, senior product manager for Numerex, will discuss how Numerex, as an experienced, established IoT provider, has embraced a ...
Cloud based infrastructure deployment is becoming more and more appealing to customers, from Fortune 500 companies to SMEs due to its pay-as-you-go model. Enterprise storage vendors are able to reach out to these customers by integrating in cloud based deployments; this needs adaptability and interoperability of the products confirming to cloud standards such as OpenStack, CloudStack, or Azure. As compared to off the shelf commodity storage, enterprise storages by its reliability, high-availabil...
Donna Yasay, President of HomeGrid Forum, today discussed with a panel of technology peers how certification programs are at the forefront of interoperability, and the answer for vendors looking to keep up with today's growing industry for smart home innovation. "To ensure multi-vendor interoperability, accredited industry certification programs should be used for every product to provide credibility and quality assurance for retail and carrier based customers looking to add ever increasing num...
“Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. CloudBerry Backup is a leading cross-platform cloud backup and disaster recovery solution integrated with major public cloud services, such as Amazon Web Services, Microsoft Azure and Google Cloud Platform.