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2021 NPS Benchmark Analysis: Pandemic Winners and Losers

Trends in NPS and drivers of loyalty reveal a shifting consumer landscape.

See how the pandemic changed consumer perceptions

The past year has brought sweeping change as businesses and customers reacted to the pandemic, and NPS was affected in interesting and often surprising ways. We explored the extensive data in the NICE Satmetrix 2021 US Consumer NPS Benchmarks, using responses from more than 65,000 adults about 220 businesses in 23 industries.

Download our report to see:

  • Trends in all 23 sectors covered by the benchmarks
  • How drivers of NPS changed during the pandemic
  • What matters to US consumers today
  • How airlines illustrate our general takeaways
See how the pandemic changed consumer perceptions

The past year has brought sweeping change as businesses and customers reacted to the pandemic, and NPS was affected in interesting and often surprising ways. We explored the extensive data in the NICE Satmetrix 2021 US Consumer NPS Benchmarks, using responses from more than 65,000 adults about 220 businesses in 23 industries.

Download our report to see:

  • Trends in all 23 sectors covered by the benchmarks
  • How drivers of NPS changed during the pandemic
  • What matters to US consumers today
  • How airlines illustrate our general takeaways
With eight detailed charts and a new way of looking at NPS drivers, you’ll find intriguing insights to help you examine your own company’s performance.
DOWNLOAD REPORT

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