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2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders



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Company Type: B2B

Company Size: Medium


(3 points )

CustomerGauge (Directness BV) is a Software-as-a-Service that measures Net Promoter Score for medium to large organizations, and helps them improve customer loyalty automatically and in real-time. CustomerGauge's clients include Philips, Electrolux, Tommy Hilfiger, and many others in B2B and B2C enterprises. In 2018, CustomerGauge was recognized in Inc. 5000 list of the Fastest-Growing Private Companies in Europe. As of March 2018, CustomerGauge's NPS is +60.

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CustomerGauge achieves a net promoter score (NPS) of +58 in 2017.




(2 points )


"CustomerGauge welcomed 120+ industry leaders to one of the largest Net Promoter® conferences of the year—Monetize! 2018."



"This year’s report also spotlights the customer experience programs and Net Promoter® teams at Microsoft, Salesforce, Vodafone and more."



"In the 2018 NPS & CX Benchmarks Report, CustomerGauge has rated the top industries that deliver the very best customer service, based on NPS scores."



The home of Monetized Net Promoter® and the world's only software proving the ROI of Customer Experience.

CustomerGauge NPS Rank & Industry Overview

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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good industry score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

About collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.