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Why Apple’s NPS is the best in the Industry?


2 June 2023

3 min read

Apple sure knows how to keep its customers happy! The company achieves this through many channels, but one of the most important factors is its Net Promoter Score® (NPS). In case you’re not familiar, NPS is a metric that measures customer satisfaction and loyalty.

It’s calculated by asking customers how likely they are to recommend a company’s products or services to a friend or family member on a scale of 0-10.

So, what’s so special about Apple’s NPS? Well, put simply, it’s the best in the industry. As of 2022, Apple’s NPS score is 72 — almost 20 points higher than the industry average of 54. In this blog post, we’ll explore some of the reasons why Apple’s NPS score is so high and what other companies can learn from their success.

Apple has the most loyal customers: Here’s why!

Apple sure has one of the most loyal customer bases worldwide. Their customers are so loyal that they take any insult to the brand as an insult to themselves 😮

1. Superior products and services

This one is pretty obvious. Apple is renowned for producing some of the best products in the industry, ranging from high-resolution monitors to top-of-the-line video cards and lightning-fast SSDs. The combination of superior products and exceptional service has earned Apple a reputation for customer satisfaction that is hard to beat.

2. A focus on the customer experience

Apple puts a lot of effort into ensuring that its customers have a positive experience every time they interact with the company. From retail store design to online chat support, Apple goes above and beyond to make sure its customers are happy.

Here’s an NPS survey created using SurveySparrow…

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3. Innovation. Innovation. Innovation.

Take Apple’s watch and AirPods — they are very innovative because they solve common problems that people face. For example, the watch tracks your health and alerts you when you need to take a break, and the AirPods allow you to listen to music without having to worry about wires getting in the way. Apple has been able to gain such a loyal fan base because it consistently produces high-quality products that people love.

4. Differentiation

One of the primary reasons for Apple’s high NPS score is its differentiation. Apple has always been known for its sleek design and user-friendly products. This commitment to innovation and design has helped them stand out from the competition and build a loyal following among consumers. And, as we all know, happy customers are more likely to recommend a product or service to their friends and family.

5. Strong brand loyalty

Once people start using Apple products, they’re often hooked for life. The company’s loyal customer base is one of its biggest strengths. Not only do these customers continue buying Apple products, but they also act as evangelists, spreading the word about how great the company is.

6. Loyalty Programs

Another reason for Apple’s high NPS score is its loyalty program, which offers significant discounts on products and services to members. This program provides additional value to customers and helps create a sense of community among Apple fans. And, as we all know, loyal customers are much more likely to recommend a product or service than one-time buyers.

7. Recycled materials

This one might sound silly. But Apple’s NPS is incredibly high because they’re environment cautious. The company has been able to create products made from recycled materials, which helps reduce waste and protect the environment. This is a very important issue for many people, and Apple’s commitment to using recycled materials shows that it is a company that cares about its impact on the planet.

What is Net Promoter Score?

If you’re not in the customer success or product management field, you may not be familiar with the Net Promoter Score (NPS). For those of us who live and breathe customer engagement, however, NPS is a household name. If you’re not familiar, NPS is a metric that measures customer satisfaction and loyalty. It’s a valuable tool for gauging how likely your customers are to recommend your product or service to their friends and family.

Wrapping up..

There’s no doubt about it—Apple is doing something right when it comes to keeping its customers happy. The company has strong relationships with its customers thanks to superior products and services, a focus on the customer experience, and brand loyalty. Thanks to these factors (and others), Apple continues to boast an impressive NPS score year after year.


Product Marketer

Frustrated developer turned joyous writer.

Everything about delighting customers.
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