NPS Prism

🚗🏠 Rising Insurance Premiums Test Customer Loyalty in the UK 📉 In 2023, 35% of UK car insurance and 30% of home insurance customers faced premium hikes over 10%, leading to a 27% and 22% drop in renewal likelihood. The good news? NPS Prism data found that clear communication around premium increases and responsive, knowledgeable staff can boost trust and loyalty. Read the insights: https://lnkd.in/eVdYNe8n By: Lloyd Davies #NPS #CX #Insurance #CustomerLoyalty

🚗 What’s next for EV adoption? New data from NPS Prism highlights key shifts in consumer EV interest: 📉 Mass market interest in EVs peaked at 49% in 2023 but has dropped by 3%, returning to 2022 levels. 💼 Luxury market interest remains strong and steady at 67%, with minimal changes year-over-year. The result? A widening gap of over 20% in EV consideration between mass-market and luxury consumers—the largest since 2021. Read the insights: https://lnkd.in/ek_aqPuT By: Craig Buckthorp #NPS #EV #AutoCX

We are thrilled to release new consumer banking benchmarks for Latin America, revealing Nubank and Banco de Chile as loyalty leaders for their innovative approaches to consumer banking. 🌟 Nubank has emerged as a standout in Mexico and Colombia by delivering seamless digital solutions, high-yield savings accounts, and efficient banking experiences that customers love. 🌟 Banco de Chile shines with its strong market presence, comprehensive product offerings, and exceptional customer service, solidifying its position as a leader in the region. These banks have set themselves apart by focusing on digital innovation and customer-centric services, resulting in boosted loyalty. See how your NPS scores compare: https://lnkd.in/enta588j #CustomerExperience #NPS #Banking #DigitalTransformation #LatinAmerica

📣 New NPS Leaderboard! Australia Banking 📣 🏆 Our 2024 Australia Banking Benchmarks reveal that digital bank Up is taking the lead among consumer banks in Australia, showing how much consumers value convenience, ease of use, and in-app features. 📊 We also uncovered a 52-point NPS score range between the leader and laggard. Read more: https://lnkd.in/eEva8HJX #BankingCX #CustomerExperience #DigitalBanking #Australia

🔍New insights for grocers! NPS Prism data has uncovered key experience gaps among leading grocers, warehouse clubs, and mass retailers. The biggest disparity? The 'easy to find staff' category, where warehouse clubs and mass merchants lag by 18% and 20%. 🙋♀️ Friendly and knowledgeable staff can boost episode NPS by 75+ points! 💡 Top stores excel in store layout, product variety, and quality private labels, enhancing the 'inspired browsing' journey. 🍽️ Fun fact: 47% of Costco and 30% of Sam's Club respondents enjoyed complimentary food samples, highlighting their impact on the in-store experience. Read the insights: https://lnkd.in/eyPGYUPH By: Angie Han #NPS #CX #GroceryCX #GroceryNPS

Attention grocers: Do you know which in-store browsing factors matter the most to customers? Our data shows that 6 critical drivers can boost episode NPS between 54 and 82 points. ✅ Easy to find items ✅ Store was easy to navigate ✅ In-store signage was clear ✅ Easy to find sales/deals/promotions ✅ Easy to find staff ✅ Browsing through the store inspired additional purchases Read the insights: https://lnkd.in/eBByysGK By: Angie Han #NPS #CX #GroceryCX #GroceryNPS

👉 Abolished contracts 👉 Introduced unlimited data 👉 Invested in better customer service Just a few strategies T-Mobile used to meet their ultimate goal - deliver unmatched customer value. Hear the full story of their remarkable NPS turnaround: https://lnkd.in/gnyFBVUt

❗ New utilities research ❗ After a dip in relationship NPS scores correlated with inflation in 2022 and 2023, the utilities industry is starting to see scores rebound as inflation eases. However, customers are still prioritizing cost reduction when it comes to their utility bills. How can gas and electric providers continue this NPS boost? The key is to improve the experience during payment or potential cost-saving journeys such as changing rate plans, learning about new products, and reducing energy usage. Check out the data: https://lnkd.in/eS6JbJvX By: Jonathan Lutkowski #utilities #CX #NPS

Want to connect face-to-face? We're looking forward to several exciting CX events in London this week. Whether you're eager to share your insights or pick up new strategies, we want to meet you! Let us know if you'll be there. ◼ NPS Loyalty Forum by NPSx℠ (June 3-4) - Register here: https://lnkd.in/eSYmypKu ◼ Financial Services Customer Experience Conference (June 5th) - Register here: https://lnkd.in/dfxEY56 ◼ Qualtrics X4 London (June 6th) - Register here: https://lnkd.in/eiHTghRh

Thank you to Julian Aldeco, Lizzy Riggs Martinez, and Ralf Nickel for joining our panel at Qualtrics X4 to share their expert POV on human vs. digital channels and how to improve the customer experience.