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2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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Industries

Top Performing Brands

Recently Added Brands

Recently Added Scores

Company Size

Company Type

Company
NPS

Fractal Visuals

Type: B2B

Size: Small

BankBound

Type: B2B

Size: Small

Recently Added Scores

Top Performing Brands

Recently Added Brands

Company Size

Company Type

Company
NPS

Princeton Mortgage Corporation

Type: B2B/B2C

Size: Small

PrinterLogic

Type: B2B

Size: Medium

ELOQUII

Type: B2C

Size: Large

John Lewis

Type: B2C

Size: Large

XP Investimentos

Type: B2B/B2C

Size: Large

InSight Telepsychiatry

Type: B2C

Size: Medium

CustomerGauge

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

NPS Blog

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.