Customer satisfaction: NPS by industry in Mexico

The Net Promoter Score is an index used to measure customers' willingness to recommend a company's products or services. The indicator ranges between -100 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 45.3 that year. Health followed, with an NPS of 42. In comparison, companies in the telecommunications industry registered the lowest NPS in the country, equaling 23 points.

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.

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