YouTube logo YouTube Net Promoter Score 2015 Benchmarks

Last known Net Promoter Score is

59

YouTube is an American video-sharing website headquartered in San Bruno, California. The service was created by three former PayPal employees – Chad Hurley, Steve Chen, and Jawed Karim – in February 2005. Google bought the site in November 2006 for US$1.65 billion; YouTube now operates as one of Google's subsidiaries. The site allows users to upload, view, rate, share, add to favorites, report and comment on videos, subscribe to other users, and it makes use of WebM, H.264/MPEG-4 AVC, and Adobe Flash Video technology to display a wide variety of user-generated and corporate media videos. Available content includes video clips, TV show clips, music videos, short and documentary films, audio recordings, movie trailers and other content such as video blogging, short original videos, and educational videos.

Most of the content on YouTube has been uploaded by individuals, but media corporations including CBS, the BBC, Vevo, and Hulu offer some of their material via YouTube as part of the YouTube partnership program. Unregistered users can only watch videos on the site, while registered users are permitted to upload an unlimited number of videos and add comments to videos. Videos deemed potentially offensive are available only to registered users affirming themselves to be at least 18 years old.

Quick facts about YouTube

Registration Optional (not required to watch most videos; required for certain tasks such as uploading videos, viewing flagged (18+) videos, creating playlists, liking or disliking videos and posting comments)
Content license Uploader holds copyright (standard license); Creative Commons can be selected.
Headquarters 901 Cherry Avenue, San Bruno, California, United States
Website YouTube.com (see list of localized domain names)
Founded February 14, 2005; 12 years ago (2005-02-14)

Net Promoter Score for Top Brands compared with YouTube

NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.

It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.

The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.

Learn more about NPS

Yes, it is.

Net Promoter Score is a number from -100 from 100.

Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.

The industry average for Consumer Brands / Internet is 19.



Browse NPS benchmarks

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How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If YouTube sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.

On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.

Therefore, comparing the NPS score of YouTube with your own without any further context is not that useful.

What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.

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Consumer Brands / Internet companies with similar Net Promoter Score

Company Score
Facebook -21
Yahoo! 9
Google 11
Amazon 25
Google Play 30
YouTube 59

Other companies with Net Promoter Score similar to YouTube

Net Promoter Score benchmark sources

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