{"id":2214,"date":"2022-03-22T17:40:11","date_gmt":"2022-03-22T17:40:11","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=2214"},"modified":"2025-07-01T23:48:42","modified_gmt":"2025-07-01T23:48:42","slug":"nps-in-germany","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/blog\/nps-in-germany\/","title":{"rendered":"NPS\u00ae in Germany"},"content":{"rendered":"
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NPS\u00ae in Germany<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

The Right Method for Measuring Customer Satisfaction?<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

How is your organization regarded by your customers? Do they love you? The Net Promoter Score\u00ae (NPS) will help you find out. In other European countries, and especially the USA, the NPS system is held in very high regard. But how about the NPS system in Germany \u2013 is it a red-haired stepchild or a justified method of measuring customer satisfaction?<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t\"NPS\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n
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The\u00a0Net Promoter Score<\/a>\u00a0in Germany is becoming an important\u00a0key metric to judge an organization’s success<\/strong>, offering a simple method to\u00a0monitor customer satisfaction<\/strong>. At the international level though, there are immense differences in how critical customers award their scores. Companies are therefore well-advised to deal only with results from their own country and\u00a0not to compare themselves with NPS scores from abroad<\/strong>.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n

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Table of Contents<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
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  1. \n\t\t\t\t\t\tNPS Systems: How Germans Judge Things<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  2. \n\t\t\t\t\t\tNPS in Germany: Land of the Critics?<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
    \u2022 Cross Border Comparisons as a Challenge for the NPS System<\/a><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
    \u2022 NPS: Dependent on Industry and Country<\/a><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  3. \n\t\t\t\t\t\tThe Acceptance of the Net Promoter Score in Germany<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  4. \n\t\t\t\t\t\tPros and cons of Net Promoter Scores in Germany \u2013 an Overview<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
    \u2022 Summary: NPS in Germany \u2013 Trending, but Room for Improvement<\/a><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ol>\n\t\t\t\t\t\t\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n
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    NPS Systems: How Germans Judge Things<\/h2>\n\t\t\t\t\t\t\t\t
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    The Net Promoter Score in Germany is strongly related to the industry being rated. Depending on which company from which area sets the NPS survey and which target group is asked will greatly affect the relative positive or negative score.<\/p>\n

    According to a study of 1,000 respondents conducted by defacto research & consulting GmbH and the University of Bamberg, Amazon, with an NPS of 23 placed first with a significant lead over several industries. It was unimportant if the respondent had purchased from the retailer or not. When taking only the score of those who had shopped there into account, the NPS rose to 43.<\/p>\n

    In the fashion industry, Hugo Boss topped the ranking with an NPS of 21. Mercedes Benz had almost twice as much, 40 points, taking the top spot in the car industry.<\/p>\n

    Banks, on the other hand, enjoy relatively little trust in Germany and slide therefore into the minus zone. The best scorer here was Deutsche Bank with a total of minus 8.<\/p>\n

    NPS Benchmarks: View and compare more NPS values ><\/a><\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    NPS in Germany: Land of the Critics?<\/h2>\n\t\t\t\t\t\t\t\t
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    When looking at the average Net Promoter Score across countries, it is evident that Germans are tendentially critical. Values in the\u00a0USA<\/strong>, for example, are much higher:\u00a0Tesla<\/strong>, according to npsbenchmarks.com, has a\u00a0score of 97<\/strong>,\u00a0Apple 89<\/strong>. These are the kind of scores that companies here in Germany can only dream of. What\u2019s the cause of this? Does it really stem from a negative attitude towards products and companies, or do cultural differences also play a role?<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t

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    Cross Border Comparisons as a Challenge for the NPS System<\/h3>\n\t\t\t\t
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    The Net Promoter Index originally came from the USA and established itself there as a basic business and marketing metric. So far the relationship between Net Promoter Score and business growth has only been researched in the USA and Great Britain. On top of this, studies have shown that the same ranking scale has a different meaning for customers in different countries.<\/p>\n