Hello-
I've been reviewing the 2013 Satmetrix benchmarking results for the Auto Industry and noticed some pretty big differences in the scores for several of the companies compared to the 2012 results. I understand that NPS is subject to bigger shifts due to the way it is calculated, but even comparing the proportion of Promoters and Detarctors year-over-year there are many big changes.
I'd be curious to know if anyone has dug into this matter, either for the auto insurance benchmarks or for any of the other industries. If so, any insights you can share to help explain this and make sense of it would be greatly appreciated.