Net Promoter Score Net Promoter Score by Sector – NPS Averages
Posted: Wed Dec 04, 2024 3:46 am
“By regularly surveying customer feedback, companies create a benchmark against which to measure their progress,” said Arttu Haho, CEO of Trustmary USA. “The value of the data comes from the trend, rather than from each individual score.”
benchmark-nps-to-see-trends
Comparing NPS results to previous surveys can help you grow by identifying pain points in the customer experience, what they like about you, and opportunities for referrals and upselling.
But that's not all.
Your Net Promoter Score benchmark against the industry kenya phone number list standard helps you understand what's good for your business.
This article explores why and how to compare your NPS to the rest of your market.
We'll look at the latest Net Promoter Score benchmarks within the B2B and B2C sectors, and provide helpful tips on what to do if your NPS isn't up to par.
What is Net Promoter Score (NPS)?
Let’s take a step back for a moment and explain what we mean by Net Promoter Score.
The Net Promoter system, designed by Fred Reichheld, Bain & Company and Satmetrix Systems in 2003, measures loyalty .
NPS Survey
An NPS survey asks a rating question, “ how likely are you to recommend our business, product or service to friends and family ,” and customers rate their likelihood to advocate for the company on an 11-point scale.
NPS-Example
The responses can be classified into three categories: Promoters, Passives, Detractors.
The overall NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, and is reported as a number between -100 and +100.
The Net Promoter Score (NPS) is analyzed as follows:
A good NPS score, generally speaking, would be between 0 and 30.
A score between 30 and 60 indicates that your customers love you.
A score below 0 shows that you have more dissatisfied customers than satisfied ones, and that improvement is needed.
NPS is best used as a diagnostic tool in conjunction with an open-ended question to find out why customers feel the way they do, and other metrics to gain a complete view of customer experience and growth opportunities.
Comparing your Net Promoter Score
There are two methodologies you can use to measure NPS against your industry.
Absolute NPS compares your score to an estimated average of what a good score is, across all industries.
Relative NPS compares your score to other companies in your industry.
Read our definitive guide to Net Promoter Score (NPS) .
Why look at industry NPS benchmarks
As a globally recognized system, NPS scores are frequently measured and often published in a way that makes the data easy to compare with the rest of your market.
why-to-benchmark-nps
benchmark-nps-to-see-trends
Comparing NPS results to previous surveys can help you grow by identifying pain points in the customer experience, what they like about you, and opportunities for referrals and upselling.
But that's not all.
Your Net Promoter Score benchmark against the industry kenya phone number list standard helps you understand what's good for your business.
This article explores why and how to compare your NPS to the rest of your market.
We'll look at the latest Net Promoter Score benchmarks within the B2B and B2C sectors, and provide helpful tips on what to do if your NPS isn't up to par.
What is Net Promoter Score (NPS)?
Let’s take a step back for a moment and explain what we mean by Net Promoter Score.
The Net Promoter system, designed by Fred Reichheld, Bain & Company and Satmetrix Systems in 2003, measures loyalty .
NPS Survey
An NPS survey asks a rating question, “ how likely are you to recommend our business, product or service to friends and family ,” and customers rate their likelihood to advocate for the company on an 11-point scale.
NPS-Example
The responses can be classified into three categories: Promoters, Passives, Detractors.
The overall NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, and is reported as a number between -100 and +100.
The Net Promoter Score (NPS) is analyzed as follows:
A good NPS score, generally speaking, would be between 0 and 30.
A score between 30 and 60 indicates that your customers love you.
A score below 0 shows that you have more dissatisfied customers than satisfied ones, and that improvement is needed.
NPS is best used as a diagnostic tool in conjunction with an open-ended question to find out why customers feel the way they do, and other metrics to gain a complete view of customer experience and growth opportunities.
Comparing your Net Promoter Score
There are two methodologies you can use to measure NPS against your industry.
Absolute NPS compares your score to an estimated average of what a good score is, across all industries.
Relative NPS compares your score to other companies in your industry.
Read our definitive guide to Net Promoter Score (NPS) .
Why look at industry NPS benchmarks
As a globally recognized system, NPS scores are frequently measured and often published in a way that makes the data easy to compare with the rest of your market.
why-to-benchmark-nps