2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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NYP - telepsychiatry consult

Company Type: B2C

Company Size: Large

NPS

The NewYork–Presbyterian Hospital is a nonprofit university hospital in New York City affiliated with two Ivy League medical schools: Columbia University's College of Physicians and Surgeons and Weill Cornell Medical College. It is composed of two distinct medical centers, Columbia University Medical Center and Weill Cornell Medical Center. As of August 2017, the hospital is ranked as the 8th best hospital in the United States and 1st in the New York City metropolitan area by U.S. News & World Report. 

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Feedback Collection Method

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Net Promoter Type

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Response Rate

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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good industry score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

About NPSBenchmarks.com

NPSBenchmarks.com collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.