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NPS Benchmarks

NPS Benchmarks for 2018: How Do You Compare?

"What is a Good NPS Score?"

NPS Benchmarks. Is it just about "what is a good NPS score?" Not exactly. Getting the most value out of your NPS program is more about first having a winning process, which then unlocks those optimal metrics.

The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Traditionally, NPS was viewed as a boardroom-only metric. Feedback gets collected and considered once a year amongst a small group, and not readily actioned. More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers.

What is your NPS Score?

Best NPS Benchmarks Are a Result of NPS Best Practices

This customer-fueled approach to business growth has evolved into a culture shift. By using automated systems for gathering and acting upon customer feedback, forward-thinking organizations can establish a customer-focused culture. This inspires the entire company to take action.

Brands that embrace these new NPS best practices unlock accelerated growth and long-term advocacy because they possess an advantage on customer experience.

Connecting NPS-Based Customer Centricity to Business Growth

As an NPS software company, we wanted to dive into NPS benchmark research for a few reasons. We see NPS as a catalyst for growth every day. So it made sense to show how brands across industries, use cases, and job roles view NPS.

Further, we simply wanted to come up with a great way to answer those NPS benchmarking questions we get from our customers every day.

Adoption of NPS

Surprisingly 54% of growth-oriented companies still don’t use Net Promoter Score - despite being the industry standard metric for measuring customer happiness. Get real data on why you should be actioning NPS and how your program compares to others.

NPS Benchmarking Questions We Wanted to Answer:

  • Has NPS reached the tipping point in adoption?
  • What are the components of a modern, successful NPS program?
  • How do the NPS scores correlate to growth and churn?
  • A good NPS process requires buy-in from which departments?
  • How are they taking action on feedback to get results?

Get this ground-breaking study today and discover how your NPS program compares.

NPS Benchmark Study

About the author

John Ballinger

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