NPS is a globally known customer loyalty metric and management methodology. NPS practitioners are interested in how they compare to their peers & competition and therefore look for NPS benchmarks.
Yet, there’s little reliable data on NPS benchmarks, i.e. what´s a high vs. low NPS as the NPS metric is vulnerable to biases.
Results depend on:
Industry & Vertical (some products are more desired, thus recommended more than others)
Country (some nationalities are more optimistic, thus rate better than others)
Touchpoint (some touchpoints create more positive or negative emotions: After Delivery vs. After Shipment Return)
zenloop´s Iris database therefore offers the following functionalities:
Industry Benchmarks:
The Industry Benchmarks graph shows you how your NPS for a specific touchpoint performs against the best, median and worst NPS scores of the same touchpoint in your industry, vertical & country.
Internal Benchmarks:
a) Internal Benchmarks show you how your NPS for a specific survey performs against the best, median & worst NPS scores of other touchpoints of your organization within one country.
b) Internal Benchmarks show you how your NPS for a specific survey performs against the best, median & worst NPS scores of other countries of your organisation with the same touchpoint.
