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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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.

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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.

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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?

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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.

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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.

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B2C and B2B NPS Benchmarks Guide Your Planning

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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 221 brands, drawing responses from more than 65,000 consumers, and we present nine years of historical data.

B2B NPS Benchmarks: Monitor Industry Dynamics

B2B benchmarks data is collected through an opt-in email survey sent to business decision-makers or major influencers who have either full decision-making ability on their company’s choice of vendors, or major influence in that decision. You can use the B2B benchmarks to set short and long-term performance targets for your CX work, and stay up to date on the latest industry dynamics.

This extended reporting presents B2B scores for top US businesses in 7 industries and overall, collected from 3,000 survey respondents providing a total of 8,480 company ratings. Interactive charts to help you understand what is driving NPS by industry.

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

The B2B reports reflect data for the following industries:

Business Services

Construction & Engineering

Financial Services & Credit

Healthcare & Health Services

Manufacturing & Industrial

Technology & Data Solutions

Telecommunications

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.

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