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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

Can US Banks Protect Their Card-Issuing Business?

Consumer payments have been gravitating to neobanks and technology firms.

Utilities Can Power Growth Through a Better Customer Experience

Top performers turn everyday interactions into loyalty, lower costs, greater revenue streams, and stronger reputations.

When Bots Say No, Customers Don’t Let Go

For complex service episodes, a machine’s answer often feels hollow. To earn trust and loyalty, companies need human agents in the loop—backed by AI.

How Banks Can Tease Out the Loyalty Metrics That Matter

Measuring performance on the key episodes for a bank’s customers allows the bank to focus on investments that will improve loyalty—and its economics.

Customers Prefer Digital Banks’ Basic Accounts

To strengthen loyalty, traditional banks can modernize their legacy technology and center the account experience around users’ priorities.

Tariffs and the US Consumer: Where to Focus Amid the Noise

Executive teams should track the factors that directly influence whether people spend—or not.

Bridging the Protection Gap: Affordability, Access, and Risk Prevention

With many customers finding P&C coverage too expensive and life coverage not relevant, insurers have to evolve their products, channels, and business models.

Improving the Customer Experience in Three Areas Positively Impacts Loyalty for Automotive OEMs

Targeted improvements in digital and tech-enabled experiences, EV charging, and service-related experiences deliver a strong upside in customer loyalty.

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.

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.

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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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