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2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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Glass

Companies: 8

NPS

Ranked 21 of 22 Industries

Score Updated April 11, 2017

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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.