Ranked 14 of 24 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 February 28, 2022
Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.
Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.
CustomerGauge 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.
