Welcome!

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.

Insurance

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.

Technology

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.

Communications

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.

Contact:
Rosalie Morton
PadillaCRT
626-862-7110

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
P2P RTC will impact the landscape of communications, shifting from traditional telephony style communications models to OTT (Over-The-Top) cloud assisted & PaaS (Platform as a Service) communication services. The P2P shift will impact many areas of our lives, from mobile communication, human interactive web services, RTC and telephony infrastructure, user federation, security and privacy implications, business costs, and scalability. In his session at Internet of @ThingsExpo, Robin Raymond, Chief Architect at Hookflash Inc., will walk through the shifting landscape of traditional telephone a...
SYS-CON Events announced today that SOA Software, an API management leader, will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. SOA Software is a leading provider of API Management and SOA Governance products that equip business to deliver APIs and SOA together to drive their company to meet its business strategy quickly and effectively. SOA Software’s technology helps businesses to accelerate their digital channels with APIs, drive partner adoption, monetize their assets, and achieve a...
From a software development perspective IoT is about programming "things," about connecting them with each other or integrating them with existing applications. In his session at @ThingsExpo, Yakov Fain, co-founder of Farata Systems and SuranceBay, will show you how small IoT-enabled devices from multiple manufacturers can be integrated into the workflow of an enterprise application. This is a practical demo of building a framework and components in HTML/Java/Mobile technologies to serve as a platform that can integrate new devices as they become available on the market.
SYS-CON Events announced today that Matrix.org has been named “Silver Sponsor” of Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Matrix is an ambitious new open standard for open, distributed, real-time communication over IP. It defines a new approach for interoperable Instant Messaging and VoIP based on pragmatic HTTP APIs and WebRTC, and provides open source reference implementations to showcase and bootstrap the new standard. Our focus is on simplicity, security, and supporting the fullest feature set.
BSQUARE is a global leader of embedded software solutions. We enable smart connected systems at the device level and beyond that millions use every day and provide actionable data solutions for the growing Internet of Things (IoT) market. We empower our world-class customers with our products, services and solutions to achieve innovation and success. For more information, visit www.bsquare.com.
How do APIs and IoT relate? The answer is not as simple as merely adding an API on top of a dumb device, but rather about understanding the architectural patterns for implementing an IoT fabric. There are typically two or three trends: Exposing the device to a management framework Exposing that management framework to a business centric logic • Exposing that business layer and data to end users. This last trend is the IoT stack, which involves a new shift in the separation of what stuff happens, where data lives and where the interface lies. For instance, it’s a mix of architectural style...
SYS-CON Events announced today that Utimaco will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Utimaco is a leading manufacturer of hardware based security solutions that provide the root of trust to keep cryptographic keys safe, secure critical digital infrastructures and protect high value data assets. Only Utimaco delivers a general-purpose hardware security module (HSM) as a customizable platform to easily integrate into existing software solutions, embed business logic and build s...
SYS-CON Events announced today that Red Hat, the world's leading provider of open source solutions, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, a...
Samsung VP Jacopo Lenzi, who headed the company's recent SmartThings acquisition under the auspices of Samsung's Open Innovaction Center (OIC), answered a few questions we had about the deal. This interview was in conjunction with our interview with SmartThings CEO Alex Hawkinson. IoT Journal: SmartThings was developed in an open, standards-agnostic platform, and will now be part of Samsung's Open Innovation Center. Can you elaborate on your commitment to keep the platform open? Jacopo Lenzi: Samsung recognizes that true, accelerated innovation cannot be driven from one source, but requires a...
Internet of @ThingsExpo Silicon Valley announced on Thursday its first 12 all-star speakers and sessions for its upcoming event, which will take place November 4-6, 2014, at the Santa Clara Convention Center in California. @ThingsExpo, the first and largest IoT event in the world, debuted at the Javits Center in New York City in June 10-12, 2014 with over 6,000 delegates attending the conference. Among the first 12 announced world class speakers, IBM will present two highly popular IoT sessions, which will take place November 4-6, 2014 at the Santa Clara Convention Center in Santa Clara, Calif...
Connected devices are changing the way we go about our everyday life, from wearables to driverless cars, to smart grids and entire industries revolutionizing business opportunities through smart objects, capable of two-way communication. But what happens when objects are given an IP-address, and we rely on that connection, sometimes with our lives? How do we secure those vast data infrastructures and safe-keep the privacy of sensitive information? This session will outline how each and every connected device can uphold a core root of trust via a unique cryptographic signature – a “bir...
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity.
WebRTC defines no default signaling protocol, causing fragmentation between WebRTC silos. SIP and XMPP provide possibilities, but come with considerable complexity and are not designed for use in a web environment. In his session at Internet of @ThingsExpo, Matthew Hodgson, technical co-founder of the Matrix.org, will discuss how Matrix is a new non-profit Open Source Project that defines both a new HTTP-based standard for VoIP & IM signaling and provides reference implementations.

SUNNYVALE, Calif., Oct. 20, 2014 /PRNewswire/ -- Spansion Inc. (NYSE: CODE), a global leader in embedded systems, today added 96 new products to the Spansion® FM4 Family of flexible microcontrollers (MCUs). Based on the ARM® Cortex®-M4F core, the new MCUs boast a 200 MHz operating frequency and support a diverse set of on-chip peripherals for enhanced human machine interfaces (HMIs) and machine-to-machine (M2M) communications. The rich set of periphera...

SYS-CON Events announced today that Aria Systems, the recurring revenue expert, has been named "Bronze Sponsor" of SYS-CON's 15th International Cloud Expo®, which will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Aria Systems helps leading businesses connect their customers with the products and services they love. Industry leaders like Pitney Bowes, Experian, AAA NCNU, VMware, HootSuite and many others choose Aria to power their recurring revenue business and deliver exceptional experiences to their customers.
The Internet of Things (IoT) is going to require a new way of thinking and of developing software for speed, security and innovation. This requires IT leaders to balance business as usual while anticipating for the next market and technology trends. Cloud provides the right IT asset portfolio to help today’s IT leaders manage the old and prepare for the new. Today the cloud conversation is evolving from private and public to hybrid. This session will provide use cases and insights to reinforce the value of the network in helping organizations to maximize their company’s cloud experience.
The Internet of Things (IoT) is making everything it touches smarter – smart devices, smart cars and smart cities. And lucky us, we’re just beginning to reap the benefits as we work toward a networked society. However, this technology-driven innovation is impacting more than just individuals. The IoT has an environmental impact as well, which brings us to the theme of this month’s #IoTuesday Twitter chat. The ability to remove inefficiencies through connected objects is driving change throughout every sector, including waste management. BigBelly Solar, located just outside of Boston, is trans...
SYS-CON Events announced today that Matrix.org has been named “Silver Sponsor” of Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Matrix is an ambitious new open standard for open, distributed, real-time communication over IP. It defines a new approach for interoperable Instant Messaging and VoIP based on pragmatic HTTP APIs and WebRTC, and provides open source reference implementations to showcase and bootstrap the new standard. Our focus is on simplicity, security, and supporting the fullest feature set.
Predicted by Gartner to add $1.9 trillion to the global economy by 2020, the Internet of Everything (IoE) is based on the idea that devices, systems and services will connect in simple, transparent ways, enabling seamless interactions among devices across brands and sectors. As this vision unfolds, it is clear that no single company can accomplish the level of interoperability required to support the horizontal aspects of the IoE. The AllSeen Alliance, announced in December 2013, was formed with the goal to advance IoE adoption and innovation in the connected home, healthcare, education, aut...
SYS-CON Events announced today that Red Hat, the world's leading provider of open source solutions, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, a...