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.
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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 firstname.lastname@example.org.
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 190 brands, drawing on brand ratings from more than 65,000 consumers. On the B2B side, see an additional seven industry-based reports using responses from more than 350,000 people in 168 countries.
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, tables – and export images of what you see.
B2C and B2B NPS Benchmarks Guide Your Planning
B2C NPS Benchmarks: Ranking Top Brands
We compile our B2C Benchmarks annually, using opt-in surveys, to provide candid feedback from thousands of consumers about the brands you care about. Our interactive reporting tool will show you:
- Current and historical Net Promoter Scores for companies in your industry
- Distribution of NPS Score by factors such as age, customer tenure, and current spend
- Drivers of customer satisfaction for the overall relationship and for industry-specific attributes
Our latest reports feature 247 brands, drawing responses from more than 44,000 consumers, and we present five years of historical data.
B2B NPS Benchmarks: See Regional Trends
We compile our B2B benchmarks annually, using proprietary – and anonymous – data collected directly from our customers. It’s the highest quality data possible: real responses from real customers, collected during the course of business. And our database contains millions of responses, drawing on feedback collected from over 350,000 individuals from 168 different countries.
Each industry report features a quartile-breakdown of NPS performance for the year covered, segmented for global, regional, and country-specific views as allowed by the data.
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:
Brokerage & Investments
Cable & Satellite TV
Cell Phone Service
Department and Specialty Stores
Drug Stores and Pharmacies
Grocery and Supermarkets
Home and Contents Insurance
Online Entertainment Industry
Software & Apps
B2B reports cover the following industries showing quartile-based data by region and country:
High Tech (Hardware + Software)
Overall (data from all included companies)
See highlights from our 2019 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.