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.


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