2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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SAP

Company Type: B2B

Company Size: Large

NPS

(-3 points )

In 2016, SAP combined on-premise and cloud Customer Net Promoter Score (Customer NPS) was 19.2% (2015: 22.4%). SAP aims to achieve a net promoter score of +35 to +40 until 2020. SAP (NYSE: SAP) helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile devices, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable more than 296,000 customers in 190 countries to operate profitably, adapt continuously, and grow sustainably. 

NPS Benchmarks Certified

Yes

Feedback Collection Method

N/A

Net Promoter Type

N/A

Response Rate

N/A

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SAP News

Date

Update Description

Score Change

Link

11/15/15

SAP achieves a net promoter score of +22 for 2015.

22

02/01/18

With a sustained emphasis on follow-up, SAP is targeting a combined Customer NPS of 21% to 23% in 2017.

N/A

02/01/18

SAP's medium-term goal is reaching a combined Customer NPS of 35% to 40% by 2020.

N/A

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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 NPSBenchmarks.com

NPSBenchmarks.com 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.