We’ve compiled a publicly available list of Net Promoter Scores® from the technology industry, along with opportunities for growth in the sector based on information from our most recent infographic! Thanks to our sister website, NPSBenchmarks.com we were able to list the Net Promoter Scores for the following industries: Healthcare, Technology, Insurance, Consumer brands, Financial Services and many more. Check the full infographic here.
Net Promoter Score Benchmarks by Industry
Before tapping into the Net Promoter® leaders from the technology industry, let’s explore where the technology sector stands in Net Promoter Score ranking overall. As shown in the graph below, the technology industry is leading the list with one of the highest Net Promoter Scores across industries. Research on the Monetized Net Promoter methodology has also shown that companies with a high NPS grow faster, retain more customers and are more successful than their peers. Check out the full list of NPS benchmarks below.
Technology Net Promoter Score Benchmarks
Hundreds of technology innovations are clamouring for customers' attention, yet only a few brands dominate customers' loyalty. For the purpose of benchmarking, we have highlighted the best of the best Net Promoter Scores from the technology sector.
Apple leads the chart with an Net Promoter Score of 89. The technology giant implemented the Net Promoter System® back in 2007 and has since been very proactive when it comes to customer feedback and satisfaction. For example, Apple closes the loop with detractors within 24 hours, which in turn has helped generate more than $1,000 in revenue. Click here to read more about Apple’s Net Promoter Score process.
Veeam Software, recently included in Forbes 2017 Top 100 Cloud Companies, is another technology company that tops the Net Promoter Score rankings. Veep’s Net Promoter Score has gradually increased from 30 in 2014 to the impressive 73 in 2017. Veeam Software’s Net Promoter Score improvements have also been accompanied by phenomenal financial gains. Not only did Veeam see their Net Promoter Score improve by 11 points in 2017, but it also achieved a 27% year-over-year increase in revenue growth. Read more about Veeam Software’s Net Promoter Score achievements here.
Curious to learn how HPE Software got their Net Promoter Score? We got you covered—read our exclusive interview with HPE Software's Head of Customer Experience Analytics here.
SAP got an NPS of 19. The tech giant is a big promoter of the Net Promoter System and sets Net Promoter Score targets on an annual basis. For 2020, SAP aims to achieve a Net Promoter Score between 35 and 40. Learn more here.
The Unmissable Opportunities for Growth
Deloitte’s Technology Industry Outlook 2017 shares that there are numerous upcoming opportunities for growth for technology companies that will be both customer- and innovation-focused. The Internet of Things, artificial intelligence (AI), 3-D printing, blockchain and cybersecurity products and services are among the top opportunities for growth to be on the lookout for. PwC research further confirms that AI is having a massive impact on customer experience, especially in the technology industry. Here are some statistics to keep in mind:
- The market for AI is projected to reach $70 billion by 2020
- 27% of consumers didn’t know if their last customer service interaction was with a human or a chatbot
- 43% of millennials would pay a premium for a hybrid human-bot customer service channel
We fully understand the drive and ambition of many technology companies who strive to achieve Apple's Net Promoter Score of 89 or Veeam Software's above industry average Net Promoter Score of 73. Benchmarking yourself to the leaders in your industry is great, but should not be the only improvements you should focus on. You should benchmark internally as well.
Set a Net Promoter Score target for the year or quarter, learn best practices from other companies in your industry, have a good understanding of their Net Promoter Score programs and track your improvement. If you have not hit your Net Promoter Score target, make sure you have a Net Promoter System provider that can help you understand the reasons why.