The NPS® & CX
Benchmarks Report
what they're saying
what they're saying
what they're saying
what they're saying
what they're saying
what they're saying
“Any company that clearly understands the needs of customers and methodically focuses on how to meet those needs quickly stands out from the competition.”
“NPS insights help us understand the best times when we shouldproactively reach out to customers, and this initiative has helped us gethappier customers, increase retention, and achieve a better NPS score.”
“I find that linking NPS and revenue makes people sit up straight, and moves the conversation from "just a metric," to strategic responses and actions.”
“At its core, NPS is a measure of trust, and so long as our customers continue to trust us with their time, money, and well-being, we know we’re doing something right.”
“The results of this follow-through were exceptional. After six months, all project managers scored 8 or 9, and after 12 months all scores were promoters (9 or 10). The project team members now have a clear idea of what it takes to satisfy the client and take pride in their ability to do so.”
“We selected NPS because it is simple for everyone to understand so instead of spending a disproportionate amount of time on complex mathematical formulas, we spend most of our efforts on actioning real experience improvements for our customers.”
Revenue
Missing Link in Net Promoter Found
The Net Promoter System® is one of the most widespread methods in business today to measure and improve customer loyalty. The popularity of Net Promoter® stems from its simplicity in providing actionable customer feedback and the fact that the Net Promoter Score links with future growth.
But, do companies actually generate growth with Net Promoter? And if so, how much?
CustomerGauge conducted a new survey in collaboration with MIT CISR and NPSBenchmarks to find out. The NPS & CX Benchmarks Report compiles the latest fascinating revelations from those surveyed companies, which includes top Fortune 1000 leaders. Based on this research, CustomerGauge found that companies that embraced Monetized Net Promoter methodologies grew exponentially faster than basic Net Promoter practitioners.
More Growth with Monetized Net Promoter
Traditional Net Promoter Activities
Monetized Net Promoter Activities
Dive Into The Details
This year's report offers comprehensive industry insights and benchmarks, including average NPS and retention rates.
Download the ReportNPS & CX are a Global Focus
NPS is Here to Stay
But other metrics aren't off limits. In addition to using NPS, 49% of respondents also use other CX metrics such as CSAT, CES, etc.
of respondents choose NPS only as their metric of choice
Want To Be On Top?
Start with Response Rates
61%-80%
Response rates tend to have
higher NPS scores
Get Your Act Together
Customer service is no longer a siloed set of tasks designated to the aisles of call centers or those staff at the frontline. Nor can it be thought of as a simple afterthought destined to be endlessly repeated. Customers won't stand for it, and companies that don't close the loop won't survive.
What You Don't Know Will Kill Ya
Companies can no longer plead ignorance. For the second year in a row, CustomerGauge found a shocking amount of businesses and executives who don’t know their retention rate. And what they don’t know can cost them.
Average Net Promoter Scores by Industry
From automotive to telecom—this year, there were a large range of industries who participated in the survey. To get a state of the Net Promoter and customer experience landscape, CustomerGauge looked at cross-industry averages in NPS, retention and return on retention.
Download the Groundbreaking Report
