14 DAY TRIAL // Every other year, Satmetrix releases the Net Promoter Industry Benchmarks, a report for the technology, insurance, services, airlines, financial, retail, telecommunications as well as online services industries. Important companies like Apple,, JetBlue, Verizon Wireless and Amazon were featured in the top positions for this year’s edition.
Satmetrix is a company that delivers customer experience programs. It combines an innovative technology and expertise in solutions that mobilize organizations to act on customers’ best interest. One of the company’s top activities is delivering reliable customer experience programs.
The company’s survey was based on over 19,500 costumers all across the U.S. who purchased the products or services from each company within the last 12 months, Satmetrix relates. Basically, if a customer is satisfied with the product purchased, he/she will most likely recommend it to others. The company defined the Net Promoter Score or NPS to indicate this specific situation. NPS is estimated in a formula as the result of a percentage of customers who are Promoters, and who evaluate the company’s product, on a zero-to-ten scale, minus the percentage of Detractors.
Other characteristics based on which customers rate each company include customer service, product or service features, and overall value, the company reports. Based on these evaluation points, Satmetrix is able to analyze each company on matters of loyalty and performance.
This year, Apple took over the top position in Satmetrix’s report chart, with an NPS of 78% and being the leading performer in the computer-hardware sector. The report points out to other important names that scored important results, such as Adobe Systems (with an NPS of 37% in the software and security-software sectors), and Symatec (with 36%).
“A company’s ability to deliver a superior customer experience relative to its industry peers is a critical indicator of customer retention and new customer acquisition through positive word of mouth,” John Abraham, general manager of Net Promoter programs at Satmetrix, said. “These benchmarks allow companies to see how consumers rate them relative to their competitors when it comes to customer loyalty,” he added.