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NPS Prism®

A Closer Look

A Closer Look

NPS Prism extends the power of the Net Promoter Score^SM and Net Promoter System^SM by providing industry-specific benchmarks and insights that guide customer-experience priorities.

Insights

Banks’ Clunky Digital Tools Alienate Many Small Firms

Small and medium-sized businesses want digital channels that are easy to access and use. Will banks step up?

Companies That Earn Customers’ Loyalty Outperform With Investors

Net Promoter Score℠ leaders in the US excel in shareholder return as well as revenue and operating income growth.

After Years of Customer Loyalty Programs in Insurance, What Works, and What’s Next?

Based on Bain’s 10 years of research, five themes describe the progress and challenges of earning customers’ advocacy in an increasingly digital experience.

Insurers Have a Digital Dilemma: Complex Claims

Americans are turning to digital channels for some home and auto insurance needs, but other areas have proven more complicated.

How US Airlines Can Soar Above Summer Travel Frustrations

Timely notifications and quick resolutions can keep customers happy amid inevitable schedule disruptions.

Prime Time for Boomers: Streaming Services Captivate Older Audiences

The share of older Americans who subscribe to live streaming services grew 60% over the past year.

Earning Customer Loyalty in Wealth Management

Success increasingly hinges on a great experience that includes useful, tailored advice, not adding more advisors.

The Power of Points: Why Redeeming Credit Card Rewards Matters

For cash-strapped consumers, the process of redeeming credit card rewards can have an outsize effect on satisfaction.

Consumer-to-Business Payments: A Strong Growth Outlook, but Only for the Well-Prepared

In this hotly contested market, 90% of today’s revenue pool could migrate to software vendors, major technology firms, and other contenders.

Let’s Chat: Banking Customer Service Is Going Digital

Amid the generative AI frenzy, twice as many customers are messaging with representatives and chatbots for their key banking needs, compared with a year ago.

Customer Behavior and Loyalty in Banking: Global Edition 2023

Banks’ big challenge is the great unbundling by consumers.

Streamers Hold Netflix to a Higher Standard. Can It Keep Up?

Compared with other streaming subscribers, when Netflix users can’t find something to watch, they’re less likely to switch platforms.

Insurance Outlook: Consumers Value Purpose, Not Just Coverage for Losses

Tanja Brettel shares key takeaways from Bain’s 2023 Customer Behavior and Loyalty in Insurance report at the Insurtech Insights conference in London.

“Please Don’t Hold”: A Better Banking Call Center Experience

Customers are far more satisfied with their bank if they have the option to receive a callback, even when they opt out.

Customer Behavior and Loyalty in Insurance: Global Edition 2023

Consumers to insurers: more risk-prevention services, please, and more convenient digital channels.

Quality Over Quantity: The Key to Call Center Agents in Banking

When customers call to dispute a fee, the quality of agents matters more than wait times.

Banks Are Revving a Second Engine for Growth

An Engine 2 business can create options for growth, and seven neobanks owned by traditional banks show what it takes to succeed.

How to Delight Digital Banking Customers in Hong Kong

As digital adoption increases, traditional and virtual banks in Hong Kong race to deliver compelling value propositions.

How to Improve Customer Retention in Property and Casualty Insurance

A good renewal experience can make all the difference—even when premiums increase.

A Reboot for the Tied-Agency Insurance Channel

The best agencies use data-rich analytics to engage customers on their own terms, at the right moments, and in the right formats.

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How Do You Teach an Algorithm to Love Your Customers?

Why it’s both important and rewarding to consciously embed humanity into digital customer experiences.

Strong Customer Focus Meets Mobile Banking

Chime, a bank without branches, is zooming to the top of the charts on Net Promoter Score℠.

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