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NPS® Industry Overview

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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 Fuelling 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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HPE Software : Moving NPS® Beyond "Just a Metric" [Interview]

We are extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS best practice series interviews. James currently leads the Net Promoter® Competitive Loyalty program at Hewlett Packard Enterprise Software. His official position is Master Strategist, leading multiple analytical projects, driving strategy and innovation, and providing intelligent business insight. ...

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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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Latest Interviews

“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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HPE Software On How To Respond to Customer Feedback [Interview]

NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software for the second part of our NPS® best practice series. Last time, James and NPSBenchmarks.com discussed some of the key NPS 101 tips for companies looking to implement the NPS program. HPE...

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Latest Articles

Net Promoter® News: Microsoft, UnitedHealth, Chatbots, and Monetize! 2018​

In this week’s Net Promoter® News, we tackle PCMag’s recent list of best-in-class accounting software winners, how UnitedHealth harnesses the power of the Net Promoter Score®, why chatbots may be the new frontier of customer experience and this spring’s Monetize! 2018 Net Promoter conference. Microsoft Named PCMag’s “Most Recommended” Accounting...

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Barclays—Driving Global Experiences via Net Promoter®

Barclays PLC, a multinational bank and financial services company headquartered in London, operates in over 40 countries and is organized into four core businesses: Personal & Corporate (Personal Banking, Corporate Banking, Wealth & Investment Management), Barclaycard, Investment Banking and Africa. To measure continued success and performance across their global organization...

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You're Invited to Monetize! 2018

This Spring, A Retention Revolution Dawns in the Heart of Boston This spring, a retention revolution blooms in Boston, as CustomerGauge opens up the largest Net Promoter conference of its kind. Dubbed Monetize! 2018, the event welcomes some of the biggest names in the Net Promoter® and CX industry to The Lenox...

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Net Promoter® News: Amazon, Comcast and Apple

Written by Sarah Frazier In this week’s Net Promoter® news the tech and retail industry are coming in strong with some big news coming out of Amazon, Comcast and Apple. We’ll look at the latest survey coming from Morgan Stanley showing Amazon making strides in apparel, Comcast’s CX evolution and...

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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