Net Promoter Score is a measure of customer loyalty that has been linked to company growth in numerous studies across industries and around the globe. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the NPS concept has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. This report covers customer experience for the following 11 online shopping websites, based on responses from U.S. consumers: Amazon.com, Barnes & Noble (bn.com), Best Buy, Costco.com, eBay, Expedia, Google Shopping, Overstock.com, Target.com, Travelocity, and Walmart.com. The online shopping sector consistently achieves among the highest average Net Promoter Scores when compared with other industries groupings. Within the sector, Amazon.com led with an NPS of 74 percent, but was followed closely by Costco.com. Data for the report was collected in Q4 2008 using an opt-in email survey with consumers who had purchased from these companies within the past year.
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