Net Promoter Score Benchmarks
See how your Net Promoter Score® measures up in your industry and get data-driven insights into your competition’s NPS® drivers. Use our market-leading benchmarks to set smart goals for your CX performance.
Drive Business Performance with
Satmetrix Academy & Research
Get unlimited access to our B2C and B2B Net Promoter Benchmarks by subscribing to Satmetrix Academy & Research. You’ll also get access to the Net Promoter Masterclass — engineered for the digital age — so you can build your program-management skills, and to our advanced Net Promoter Economics training course.
Your annual subscription is $3,000 for one user. To buy for a crowd, contact us at sales@satmetrix.com.
COVID-19 and Contact Center Reports
New this year is a section on how COVID-19 has impacted employee and customer experiences. We asked respondents how COVID-19 affected their work-life, productivity, and how they hope their employer acts in future months. Also, contact centers and remote support played a key role during the last 12 months. We asked consumers how those interactions influenced their NPS rating.
Industry-Leading Benchmarks
Rely on the industry’s most trusted source for data and insight on NPS performance. Confidently set short- and long-term performance targets for your customer experience work, and stay up to date on the latest industry trends. Satmetrix co-created NPS; why turn to anybody else?
Rich, Peer-Based Comparisons
Get direct access to your competitors’ most valued KPIs by tapping into our database of historical NPS trends. Our annual Net Promoter benchmarks for B2C and B2B companies cover a wide range of industries and use high volumes of data. For example, our latest B2C reports cover 23 industries and nearly 221 brands, drawing on brand ratings from more than 65,000 consumers.
Interactive Data Visualization Tool
Review NPS performance for your entire industry or just a select group of your fiercest competitors using the intuitive filters in our reports. You can also tailor the type of reporting you see – line graphs, bar charts, and tables.
B2C and B2B NPS Benchmarks Guide Your Planning
Industries Covered in Our Reports
Gain unlimited access to all 30 industry-based reports when you purchase Satmetrix Academy & Research.
B2C reports are provided for each of the following industry sectors with scores for a named set of companies:
Airlines
Auto Insurance
Banking
Brokerage & Investments
Cable & Satellite TV
Cell Phone Service
Credit Cards
Department and Specialty Stores
Drug Stores and Pharmacies
Grocery and Supermarkets
Health Insurance
Home and Contents Insurance
Hotels
Internet Service
Laptop and Tablet Computers
Life Insurance
Online Entertainment Industry
Online Shopping
Rideshare & Food Delivery
Shipping Services
Smartphones
Software & Apps
Travel Websites
Business Services
Construction & Engineering
Healthcare
Manufacturing & Industrial
Technology
Telecommunications
Utilities
Overall (data from all included companies)
See highlights from our 2021 NPS B2C Benchmarks
About Your Subscription
Satmetrix Academy & Research is a one-stop shop for the industry’s premier thought leadership on customer experience. As a Satmetrix Academy & Research subscriber, you’ll benefit from our B2C and B2B benchmarks online in the Research section. You’ll also have access to the Academy section, where you’ll find the Net Promoter Masterclass and our Net Promoter Economics course. Gain all the skills you need to build or manage a world-class customer experience program. Learn more about our certification and training.
Your subscription includes unlimited access to all current and any newly published materials for one calendar year, and it will auto-renew to ensure continued access.
For your convenience, all Satmetrix Academy & Research resources are available to you online. Get immediate access by completing a simple, two-step registration process.
Net Promoter Score, Net Promoter, and NPS are trademarks of NICE Systems, Inc., Bain and Company, Inc., and Fred Reichheld.