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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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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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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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NPS® vs. CES - What's the difference?

According to Forrester, the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion. Results like this one have sparked an ongoing race for finding the perfect customer experience metric. As such, there’s been a debate between advocates of two major...

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Latest Interviews

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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Monetizing NPS®: CustomerGauge CEO Joins Shep Hyken's Amazing Business Radio

Have you ever wondered how to make money by understanding the numbers behind a Net Promoter® Score survey? Or how you can get management buy-in on the benefits of investing in customer retention? Wonder no more as we have the answers! We are extremely happy to share with you this exclusive podcast...

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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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Latest Articles

Financial Services NPS® Benchmarks [Infographic]

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Consumer Brands NPS® Benchmarks

Want to know how Tesla Motors got an NPS of 97? Or why Starbucks is leading the fast food consumer brands NPS chart? How about why Apple’s MacBook’s NPS is 76 two years in a row? Today we will walk through the NPS achievements, CX strategies and best practices from the...

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Net Promoter co-creator Satmetrix folded into Israel-based NICE Ltd.

Net Promoter News 8 Aug 2017: Satmetrix, co-owner of the NPS(R) trademark and long-time NPS solution provider has shuttered, reportedly merging with publicly traded NICE Ltd (Nasdaq: NCE).  The news was silently broken first by an announcement by former CEO Richard Owen on LinkedIn, with an announcement on the Satmetrix...

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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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NPS Resources

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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2016 NPS® Benchmarks Survey [Report], Part 2

Following the success of our 2016 NPS Benchmarks Survey Report, Part 1, NPSBenchmarks.com is happy to share with you Part 2!  In this report we take your Net Promoter Score knowledge to the next level, with exclusive highlights on NPS' connection with revenue and retention growth.  We have found that one of...

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The latest in the Net Promoter industry

Net Promoter best practices

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