Customer satisfaction: NPS by industry in Mexico

Net Promoter Score (NPS) of businesses in Mexico in 2019, by industry

Characteristic	Net Promoter Score
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Release date

December 2019

More information

Region

Mexico

Survey time period

2019

Number of respondents

5,093 respondents*

Age group

18 years and older

Method of interview

Online survey

Supplementary notes

* The survey was carried out among clients in nine industries, including 30 sectors and 200 companies.

Each industry includes the following sectors:
Hospitality and transportation: airlines, hotels, land transport, taxis and travel agencies.

Entertainment: cinemas, gyms, and streaming services.

Self-service: supermarkets, wholesales, convenience stores, and online sales.

Specialized stores: department stores, electronics stores, gas stations, pharmacies, stationery stores, online and home stores, industrial products.

Restaurants and fast food: cafeterias, restaurants, and food delivery.

Health: hospitals.

Financial services: insurances and banks.

Telecommunications: fixed, mobile, and satellite.

Citation formats

The Net Promoter Score is an index used to measure customers' willingness to recommend a company's products or services. The indicator ranges between **** and 100 and is calculated by subtracting the percentage of clients that are not likely to recommend a business from those who are likely to do so. According to a survey carried out in Mexico in 2019, companies operating in the hospitality and transportation industry achieved the highest Net Promotor Score (NPS). The segment recorded an NPS of **** that year. Health followed, with an NPS of **. In comparison, companies in the telecommunications industry registered the lowest NPS in the country, equaling ** points.