According to research, while a lot of Hulu (61%) and HBO Now (62%) subscribers pay for other streaming services, 80% of the Netflix subscribers don’t.
Netflix Customer RetentionĬompared to its competitors, Netflix has an amazing retention rate. At the same time, 25% of Tesla owners said they’re not even considering buying a different vehicle or doing business with another brand. Moreover, this was a 6% increase from 2015. Tesla was actually no #1 in the 2016 Annual Owner Satisfaction Survey. Apparently, approximately 91% of Tesla owners said “they would buy again” from this brand. Tesla’s customer retention shows what an impact that huge NPS score has. According to statistics, Airbnb has around 43.2 million users as of 2018, and the number is expected to grow to around 60.8 million by 2021 – and that’s only in the US! Worldwide, it’s estimated that Airbnb has around 150 million users. The platform has grown very popular since it first launched, and Airbnb’s NPS score reflects that. Still, Amazon did state they signed up more new paid members in 2017 than any other year. What’s more, after the first year, 91% of the members renew their subscription for a second year, and 96% of those members pay for a third year as well.Įven today, Amazon is actually boasting amazing customer loyalty, at least according to Forbes however, the company isn’t quite ready to share exact customer numbers. Research has shown that 73% of people who try out Amazon Prime become paid members. Let’s see what level of customer retention each company has, in fact. So, what do those high scores translate into, specifically? High Customer Retention and GrowthĪ high NPS score means a lot of customers are so happy with the brand that they are much more likely to stick around with it simply because they like the company alongside its products and its services. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. Amazon’s NPS is a pretty high one at 62.Netflix’s NPS is 68, well above their competition.Market Leaders’ NPS ScoresĪccording to the data we gathered from various sources, these are the scores of the mentioned companies: Since the best way to realize the importance of something is to see it in action, we’re going to discuss what companies with the highest NPS score in 2019 ( Apple, Starbucks, Netflix, Tesla, Airbnb, and Amazon) have in common that set them apart from their competitors. After all, brands with high customer retention are usually companies with high NPS score. Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Of course, besides doing that, you also need to track your results. The key to retaining customers is extremely simple: deliver value and provide a great experience that makes customers want to stick with you and recommend you to others. The longer your company can retain its customers, the greater the value of each customer you acquire. Given that, it’s 6 times more expensive to attract new customers than to keep existing ones – the ignorance shall turn costly. Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers.
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