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2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders



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2018 NPS® & CX Benchmarks Report Available Now!

by Cvetilena Gocheva

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Financial Services NPS® Benchmarks

by Cvetilena Gocheva

468 companies. 15 different industries. The CustomerGauge 2018 NPS® & CX Benchmarks Report delivers cutting-edge CX insights and annual industry NPS benchmarks.

This year, CustomerGauge announced the launch of their 2018 NPS & CX Benchmarks Report, conducted in collaboration with MIT CISR and As part of the 2018 NPS & CX Benchmarks study, CustomerGauge asked 468 different companies to provide in-depth coverage of how they run their Net Promoter and customer experience programs, and how their actions impacted long-term growth in terms of retention, referrals, up-sales and cross-sales. 

The results were startling: while many companies were experiencing some type of growth within their Net Promoter programs (+12 pt. increase in Net Promoter Score over 3 years), many still had room for significant improvement.

CustomerGauge found that a shocking number of companies still struggle to understand their retention (44% of respondents, 1 in 3 companies, don’t know their retention rate). Moreover, of those companies that did know, the average retention rate sat at 77%, meaning many were missing opportunities for further retention revenue growth. 

Other highlights from the 2018 NPS & CX Benchmarks Report include:

  • Spotlights of the customer experience programs and Net Promoter® teams at Microsoft, Salesforce, Vodafone and more
  • Average Net Promoter Scores, retention rates, and CX trends for 15 different industries: IT & Software, IT Services, Telecommunications, Transportation & Automotive, Banking, Financial Services, Insurance, Retail, Consumer Services, Healthcare, Hospitality, Travel and Restaurants, Media, Professional Services, Manufacturing, and Construction & Engineering
  • Monetization strategies companies use to gain 2x more revenue growth in their NPS and CX programs

To access the full, completely free report, click on the button bellow.

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