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2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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Financial Services NPS® Benchmarks

Measuring and growing the Net Promoter Score® in the banking and financial services industry has never been more important. With customers becoming increasingly tech-savvy and expecting more personalised banking experiences, banks simply cannot afford to operate in the traditional inside-out CX approach. The good news is that a recent FSI...

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4 Key Ingredients Fueling Apple's High Net Promoter Score®

Apple is one of the biggest advocates of the Net Promoter Score®. The multinational technology giant introduced the NPS system back in 2007 and since then has been systematically listening to customers and managing its business in response to their needs. Since rolling with NPS, Apple has achieved one of...

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How NPS® Helped LEGO® From Going Bankrupt

Can you imagine that a beloved brand like LEGO® nearly went bankrupt almost a decade ago? Up until 2004, the toymaker focused a lot of its attention on initiatives that stretched too far beyond its core brick products, thus losing sight on what mattered the most - whether customers were...

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Technology Industry NPS® Benchmarks

The technology industry has always been a pioneer when it comes to innovations and customer experience. Brands like Cisco, Dropbox, Apple and Veeam Software have repeatedly disrupted markets with their view on customer experience and innovation driven by customer needs. The sector has recently changed the business landscape with such evolving technologies...

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Latest Interviews

Salesforce Uses These 3 NPS® Tactics to Stay on Top of Loyalty

This year, CustomerGauge has announced the launch of their 2018 NPS® CX Benchmarks Report, conducted in collaboration with MIT CISR and NPSBenchmarks.com. Covering 15 different industries —from IT & Software to Telecommunications—the 80+ page report offers benchmarks for key performance metrics including Net Promoter Score®, retention rates, and revenue growth.  The 2018 NPS®...

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“Ask Me Anything” With Jørgen Bo Christensen, author of Next Generation Net Promoter®

Last week NPSBenchmarks.com invited a real NPS® guru, Jørgen Bo Christensen, author of Next Generation Net Promoter® to answer some of the community's most pressing questions. We received numerous requests about additional information on how to succeed with the Net Promoter Score system, how to ensure high response rates with customer surveys...

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[Interview w. Micro Focus] How the Seventh Largest Software Company Utilises NPS

On September 1, 2017, a merger was completed between Micro Focus and Hewlett Packard Enterprise Software.  The combined company became the seventh largest pure-play software company, and the UK's largest technology firm listed on the London Stock Exchange.  Having such an impressive business ranking means Micro Focus knows how...

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Influencers Share CX & NPS® Trends for 2020

Each year new data comes out stressing the importance of customer experience and the Net Promoter Score®. Research advisory firms like Forrester and Gartner regularly publish reports highlighting that some of world's most renowned brands have CX & NPS as their top business priority.  However, the plethora of CX & NPS...

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Latest Articles

Google—The Rise of CX for a Digital Titan

As the second most valuable brand in the world, there’s a lot to be learned from Google. In just twenty years of existence, Google evolved from one search engine to a multinational internet service behemoth that defined our digital age. The company began as a research project between Larry Page...

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Telecommunications NPS Benchmarks and CX Trends

Have you ever complained about your cable, internet, or network provider? If the answer is “yes,” you aren’t alone. In Q2 2018, there were over 430 million wireless carrier subscribers in the U.S. With an industry churn rate of 22 percent, that gives us 95 million frustrated customers taking their interests—and...

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Most Recommended Vehicle Manufacturers, Based on Net Promoter Score®

When you’re buying a vehicle, you want something that is going to get you from Point A to Point B—safely, reliably, and for many years to come. Savvy vehicle-buyers understand that reliability doesn’t just depend on the individual car in question. Rather, it rests with the efficiency of the car...

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Top 3 Best SaaS Companies to Work for Based on eNPS®

In our last blog we introduced the employee Net Promoter Score® (eNPS) as a metric designed to gauge employee loyalty. We covered the risks and costs associated with employee churn, as well as the benefits of having a positive score. In this article, we'll look at three software companies with...

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NPS Resources

The Net Promoter® Industry Case Study: Fintech

NPSBenchmarks.com hosts the Net Promoter Scores and CX best practices of some of the biggest names in the Fintech sector, an industry that is changing the way customers think about finance. The Fintech industry is booming and offering services that enhance the customer experience beyond what traditional financial services can offer. Think Affirm...

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Measuring NPS® Step 1: The Monetized Net Promoter® Series

We get it, benchmarking your Net Promoter Score to peers in your industry is important for your business. We get asked questions like “How am I doing compared to others in my industry?”, or “What is the average NPS score I should be expecting to receive?” all the time. Knowing the answers to these...

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How to Retain Customers with NPS® [Infographic]

Following the success of CustomerGauge's eBook on Retention, we decided to go ahead and present you the top 3 lessons that will help you become a retention champion! The infographic below covers some of the key snippets from the NPS 101®: Retention Management to Combat Churn eBook. We hope you enjoy...

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2016 NPS® Benchmarks Survey [Report], Part 1

In 2016, NPSBenchmarks.com conducted the largest and only survey of the state of the NPS® industry. With more than 600 responses from companies of all sizes, large and small, the NPS Benchmarks Survey discovered shocking insights on the current state of the Net Promoter Industry.  Based on the responses we...

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Stay Informed!

Every month, you'll receive:

The latest in the Net Promoter industry

Net Promoter best practices

Recently added Net Promoter Scores