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Hallmark Home Mortgage - Colorado

Financial Services

Company Type: B2B

Company Size: M


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CustomerGauge Launches largest ever NPS® and CX Benchmark Survey

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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.

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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.

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Frustrated by the lack of an easily accessible and free platform, CustomerGauge decided to challenge the status quo and provide an NPS benchmarking repository. As such, 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.

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