• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareEasy to use and accessible for everyone. Design, send and analyze online surveys.research edition iconResearch SuiteA suite of enterprise-grade research tools for market research professionals.CX iconCustomer ExperienceExperiences change the world. Deliver the best with our CX management software.WF iconEmployee ExperienceCreate the best employee experience and act on real-time data from end to end.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseAskWhyCommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home CX

Nissan NPS & Customer Satisfaction in 2025

nissan-nps-2025

Understanding customer loyalty is crucial for success, and the Net Promoter Score (NPS) is a powerful tool to measure it. NPS helps companies understand customer satisfaction and their likelihood to recommend the brand to others, offering insights into what’s working and what needs improvement.

For Nissan, a below-average NPS signals that customer loyalty might be slipping, and it’s a clear sign that the company needs to take a hard look at its customer experience. With NPS providing direct feedback on how customers feel about their vehicles and services, it’s an invaluable resource for identifying areas of improvement.

In this article, we’ll explore Nissan NPS score performance, why it matters, and how Nissan can use this feedback to enhance the customer experience and boost loyalty.

Content Index hide
1. What is NPS?
2. Nissan NPS Performance and Breakdown
3. How Does Nissan NPS Score Compare to Industry Benchmarks?
4. What is Impacting the Score of Nissan NPS?
5. How to Measure and Enhance Your NPS?

What is NPS?

NPS stands for Net Promoter Satisfaction Score. It’s a simple way to measure how happy and loyal your customers are.

You ask your customers one key question:

“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”

Based on their answers, customers are divided into three groups:

  • Promoters (9–10): They love your brand and are likely to recommend it to others.
  • Passives (7–8): They’re satisfied but not super excited. They might switch if they find a better option.
  • Detractors (0–6): They’re unhappy and may share negative feedback.

To calculate NPS, you can subtract the percentage of Detractors from the percentage of Promoters.

NPS = % of Promoters − % of Detractors

The final score can range from -100 to +100. A higher NPS means more customers love what you do! It’s a quick and powerful way to understand customer satisfaction and loyalty.

Nissan NPS Performance and Breakdown

Nissan’s Net Promoter Score (NPS) sits at 19, falling below the automotive industry average of 41, as reported in QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report. This score suggests that Nissan faces challenges in building strong customer loyalty compared to some of its competitors.

Let’s take a closer look at what Nissan’s customers are really saying. This breakdown gives you a clearer picture of their likes, frustrations, and what they expect more of, directly impacting Nissan’s NPS.

nissan-nps-performance
  • Promoters: 41%
  • Passives: 37%
  • Detractors: 22%

While a fair portion of customers are satisfied, the relatively high percentage of Passives and Detractors shows room for improvement. To boost loyalty and satisfaction, Nissan may need to focus more on enhancing customer experiences and addressing areas of concern more proactively.

How Does Nissan NPS Score Compare to Industry Benchmarks?

Nissan’s Net Promoter Score (NPS) of 19 is noticeably lower than the automotive industry average of 41, based on insights from QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report. This score suggests that Nissan has some ground to cover when it comes to customer loyalty and satisfaction.

download-full-report-automotive-gated-content-nps

While 41% of Nissan’s customers are enthusiastic enough to recommend the brand, a significant portion—37%—are neutral, and 22% are unhappy or dissatisfied. The high percentage of Passives and Detractors points to a need for stronger customer engagement and a more consistent experience.

In an industry where the customer experience can be a key differentiator, falling below the benchmark means there’s an opportunity for improvement.

Nissan could benefit from identifying common issues faced by customers and working to resolve them quickly and effectively. This might include refining the service process, improving vehicle performance, or enhancing communication and follow-up after purchase or service.

To move closer to or exceed the industry average, Nissan may need to focus more on delighting customers at every touchpoint. Building trust, listening to feedback, and making strategic improvements can help the brand strengthen loyalty and improve its overall NPS in the future.

These insights are based on QuestionPro’s most recent study, where 1,000 participants were surveyed to measure the NPS across different companies and industries. The report represents genuine user feedback from Q1 2025 and is updated every quarter.

DOWNLOAD THE FULL REPORT

What is Impacting the Score of Nissan NPS?

Nissan’s NPS is going down, and customers are sharing why. Issues with service, support, and vehicle quality are some of the key reasons. Let’s look at what’s causing the drop.

Poor Customer Service Experience

Multiple reviewers report dismissive, unhelpful, or even rude responses from customer service and dealership staff. A lack of empathy and poor communication from Nissan representatives has left many customers feeling unheard and unsupported.

Unreliable Vehicle Quality

Customers are encountering serious mechanical failures, including:

  • Engine breakdowns
  • Faulty transmissions and
  • Unexplained noises even with new vehicles under warranty.

These issues damage trust and erode confidence in Nissan’s product reliability.

Ineffective Warranty and Claims Process

Several customers highlight that while some major repairs are covered under warranty, Nissan often refuses to reimburse associated costs such as:

  • Towing
  • Rentals
  • Repeated shop visits

This fragmented support leaves customers bearing the burden of the brand’s failures.

Website and Digital Service Failures

Many users mention persistent issues with Nissan’s digital platforms, such as being unable to log in to the customer portal or navigate the support system. Technical glitches combined with unresponsive helplines contribute to an overall negative brand experience.

Negative Perception of Corporate Stability and Ethics

Reports of plant closures, layoffs, class-action lawsuits, and perceived corporate greed (e.g., using low-quality parts or denying valid claims) have further shaken consumer confidence in Nissan’s integrity and long-term viability.

How to Measure and Enhance Your NPS?

Want to measure and boost your NPS? With QuestionPro, it’s simple!

  • Start with a Quick Survey
    Kick things off with a short survey. QuestionPro offers an easy-to-use NPS survey template that includes the essential NPS questions. Follow up with a question like, “Why did you give that score?” to uncover the reasons behind the ratings.
NPS-survey-question
  • Distribute Your Survey
    Once your survey is set up, share it through email, text, QR codes, or a link. If you want to target a specific customer group, QuestionPro Audience lets you reach individuals based on factors like age, location, or industry.
  • Instant Results
    As responses come in, QuestionPro does the heavy lifting. It sorts customers into three categories:
    • Promoters
    • Passives
    • Detractors
  • Act on the Feedback
    Collecting feedback is just the beginning. Use your customer insights to fix what isn’t working and improve their experience. You can even compare your NPS against industry benchmarks to see how you stack up.

With QuestionPro, monitoring customer satisfaction and making continuous improvements is much easier, and it helps you strengthen relationships with your most important customers.

Check out the Q1 2025 NPS Benchmark Report to learn how top brands are winning customer loyalty.

Download the NPS Benchmark Report Now

Want to improve your NPS? Reach out to the QuestionPro experts for customized tips to help you boost customer satisfaction and loyalty.

Experiences change the world. Deliver the best with our CX management software and delight your customers at every touchpoint. Request Demo

SHARE THIS ARTICLE:

About the author
Anas Al Masud
Digital Marketing Lead at QuestionPro. SEO-driven content strategist specializing in content that ranks, engages, and converts, while boosting online visibility through hands-on digital marketing expertise.
View all posts by Anas Al Masud

Primary Sidebar

Take full control of your customer journey

Make immediate business actions with our CX management platform

Learn more

RELATED ARTICLES

HubSpot - QuestionPro Integration

Awareness Stage: What it is, Strategies + Content Types

Feb 13,2023

HubSpot - QuestionPro Integration

Servqual: What it Is + How To Understand the Model

May 31,2023

HubSpot - QuestionPro Integration

Stay Interview: Definition, How to Conduct Them + 15 Questions

Jun 11,2024

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

Footer

MORE LIKE THIS

nissan-nps-2025

Nissan NPS & Customer Satisfaction in 2025

Jul 11, 2025

employee-detractors

Employee Detractors: What They Are & How to Handle Them?

Jul 10, 2025

Ford-nps-2025

Ford NPS: How Loyal Are Ford Customers in 2025

Jul 9, 2025

synthetic-financial-data

Synthetic Financial Data: What it is, Benefits & Applications

Jul 8, 2025

Other categories

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Journey
  • Synthetic Data
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use