Ranked 14 of 25 Industries
In the manufacturing sector as a whole, the average net promoter score (NPS) is 49 (CustomerGauge benchmarks report, 2020).
Or Industry 4.0. Industry 4.0 is marked by technologies such as the Internet of Things (IoT), artificial intelligence, 3-D printing, 5G, and augmented/virtual reality to create new insight, efficiency, and insight within conventional industries. 2020 highlighted the need for these technologies more than ever before. According to a report from McKinsey 94% of global manufacturing companies surveyed said that Industry 4.0 helped them stay afloat during the crisis.
Other trends in manufacturing include local manufacturing and predictive analytics. Local manufacturing, or shoring, brings manufacturing closer to home in response to international trade tensions and other challenging circumstances. And predictive analytics helps manufacturers prevent expensive outages and repair issues with machinery.
The bottom line? The manufacturing industry is responding to changing environments and improving efficiency. To perform well, however, manufacturers need more than Industry 4.0, local manufacturing, and predictive analytics for their machinery. They need tools and strategies to help them support and maintain account relationships. Companies that focus on customer relationships ultimately come out on top.
Computer manufacturer IBM, for example, consistently ranks at the top of B2B companies, partially through their stellar customer service. CustomerGauge’s SWOT analysis can likewise help manufacturers stay on top of account relationships by giving them the insight and data they need to identify problematic areas, resolve problems proactively, and create better service.
Score Updated May 26, 2022
CustomerGauge was voted the #1 NPS platform for B2B organizations by Gartner for three years running. We not only help you measure and understand your customer's voice, we've built a tailored methodology that drives real revenue results despite the complexity of B2B customer relationships.
We've written a complete guide to "What is Net Promoter?" here. In short, Net Promoter is a system designed to create sustainable, healthy growth through retention, upsell and referrals. Learning how to calculate NPS is your first step to understanding the mechanism of NPS clearly.
What is a good Net Promoter Score varies greatly between industries. There's a number of ways to compare your score—but ultimately, who knows if other companies are tracking their score according to best practice? Or if they're manipulation their results? For that reason, your best benchmark of success is your own NPS score in previous years.
CustomerGauge NPS Benchmarks collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.
