This infographic takes a look at some of the current metrics that executives are holding employees accountable for, the industries that are leading the charge in introducing customer-focused metrics, and the customer experience success rates of the companies that have ingrained customer metrics into all facets of their organizations.

1. Customer Metrics
Current Customer
Metrics
2/3 rds of consumers would be wiling
65% of organizations
to spend more, following an excellent
customer service experience.2
that focus on frequent
training see advantages
in First Call Resolution.1
31%
TRENDS
Leading
Industries
in CX
TOP 10 brands with
the highest NPS
amongst 22 industry
sectors: 4
1. USAA-Insurance = 80%
2. USAA-Banking = 78%
IN
CUSTOMER
FOCUSED
METRICS
Only
of organizations
recognize and reward
exployees across the
company for improving the
customer experience.3
Return on
Investment
Modest increase in
customer experience can
result in a gain over three
years of up to $382 million
for US companies.5
3. Costco = 78%
4. Apple-Laptop = 76%
5. Dillards = 75%
6. Nordstrom = 75%
7. Apple-iphone = 70%
8. Amazon = 69%
9. Southwest Airlines = 66%
10. Apple-ipad = 80%
1to1
media
®
a division of Peppers & Rogers Group
A 5% improvement in customer
retention can yield between a
20% and 100% increase profits
across a wide range of industries.6
Increasing customer retention
rates by 5% could increase
profits from 25% to 95%.7
This infographic takes a look at some of the current metrics that
executives are holding employees accountable for, the industries that
are leading the charge in introducing customer-focused metrics, and
the customer experience success rates of the companies that have
ingrained customer metrics into all facets of their organizations.
Aberdeen Group 2American Express 3Forrester Research 4Satmetrix’s 2013 Net Promoter Industry Benchmarks
Temkin Group’s ROI of Customer Experience 6Fred Reicheld (NPS Inventor) in The Ultima Question 2 7Harvard Business Review
1
5
By Brittany Davis and Lorri Cosentino
To read more, go to: NPS Through the Years