Case Study: American Express achieves 16-point NPS gain and increased revenue with Delighted

NPS boosts American Express shareholder value

American Express faced a major customer-service overhaul beginning in 2005, when Managing Director Jim Bush shifted the company from transaction-oriented interactions to relaxed, conversational service. To measure and act on customer sentiment, American Express partnered with Delighted to deploy a Net Promoter Score (NPS) program that would appraise service reps and surface actionable feedback.

Delighted’s NPS-driven solution supplied the insights American Express used to improve service, increase customer spending and reduce churn: promoters spent 10–15% more, retention improved four- to five-fold, and American Express reported an NPS of 43 in 2012 and grew that score by 16 points through 2015—outcomes that translated into measurable revenue growth and greater shareholder value.

American Express

Jim Bush

Managing Director