The State of Account Experience—B2B NPS & CX… | CustomerGauge The State of Account Experience—B2B NPS & CX Benchmarks Report

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The Most Comprehensive B2B Experience Benchmarks on the Planet

With over 24,000+ data points like NPS, retention rates, response rates, and more taken from the top names in B2B—we guarantee this report will change the way you think about your B2B experience strategy forever.

Free Report

The Most Comprehensive B2B Experience Benchmarks on the Planet

With over 24,000+ data points like NPS, retention rates, response rates, and more taken from the top names in B2B—we guarantee this report will change the way you think about your B2B experience strategy forever.

More Than Just Benchmarks—A Playbook For B2B Growth


Two years ago, CustomerGauge set out to understand the State of B2B Account Experience. Why? For too long B2B experience practitioners have been using B2C style experience strategies—and failing miserably. We believe B2B deserves better and can do better—this report is the culmination of years of research and thousands of conversations with B2B companies across the world. We are confident the results will not only shock you, but energize you to transform your run-of-the-mill B2B Experience program into a full-fledged Account Experience system.

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The Largest B2B Experience Dataset EVER

B2B is completely underserved when it comes to benchmarking and experience best-practices—not anymore! With over 24,000+ data points, this is the largest B2B experience benchmarks database ever assembled in one spot.

Top Accounts3

Benchmark Yourself On All Major B2B Metrics

With benchmarks on almost every major B2B experience metric from open rates to retention rates, NPS to referrals—this is a once-in-a-lifetime opportunity to compare your program directly with industry averages and see how you stack up.

Grow

Get The Data-Driven B2B Experience Playbook 

This report goes beyond simply providing you with the most comprehensive B2B Experience benchmarks on the planet—we take it a step further and give you the data-driven playbook to increase your NPS and grow your bottom-line as a result.

Account Intel

Learn From Your Account Experience Peers

On top of the 24,000+ B2B experience data points, we painstakingly interviewed over 30+ B2B companies for specifics on their B2B experience program and strategies. What we uncovered is nothing short of a game-changer!

Table of Contents

What's Inside


In the State of B2B Account Experience Report, we cover every element the data points to being critical to the success of a B2B Account Experience program. 

01

Measuring Feedback Benchmarks

Metric Adoption Benchmarks

Survey Open Rate Benchmarks

Survey Click Rate Benchmarks

Response Rate Benchmarks

Abandonment Rate Benchmarks

Account Coverage Benchmarks

And Much More!

02

Acting on Feedback

Close Loop Speed Benchmarks

Close Loop Target Benchmarks

Close The Loop + NPS Impact

Close Loop + Retention

Close Loop + Structure

And Much More!

03

Growing From Feedback & Culture

Experience ROI

Retention Rate Benchmarks

Monetized Drivers

Referrals + NPS

Program Alignment

Experience Sharing

Team Structures

Journey Mapping

And Much More!

04

Industry Benchmarks

Telecommunications

Computer Software

Financial Services

IT Services

Logistics

Manufacturing

Energy/Utilities

Industry Services

Consumer Packaged Goods

Professional Services

And More!

05

B2B Company Experience Spotlights

DHL

SuperOffice

EATON

Heineken

Bisnode

ZoomInfo

SugarCRM

Rentokill

And Many More!

Account Experience Leaders

Are Raving About This Report!

  • Hands down the best report out there covering experience. I wish I had this 4 years ago!

    Whitney Sanders Ingrid Round Headshot Director of CX