Speaking of SaaS businesses, there is another important aspect impacting their NPS score to take into account and namely: the role and stage in the customer life cycle. For instance, the reason why Tesla has an NPS of 96 can be partly due to its unique position in the market of luxury, long-range electric automobiles. And with a variety of available integrations, like Hubspot or Intercom, you can put your survey data in context and get deeper information on your client base. After running your first NPS survey, do your best to improve your customer experience program, sort out the issues pointed out by your respondents, and make changes according to customer feedback. This score gives you a perspective of the number of initiatives and efforts youd need to take to go above the curve. Ask yourself, if you find out in your benchmarking process that your score is lower than your competitors, will you stop attempting to improve it? One of the most frequently asked questions we get from our customers at Retently is What is a good Net Promoter Score?. This level of customer loyalty is largely unheard of in any industry. Define customer personas and segment your data accordingly. They used customer data sources like surveys, support center data, and Idiomatic machine learning platform to better understand where their customers were struggling or most dissatisfied. The numbers highlight that the average Net Promoter Score is undoubtedly trending down. To back up our assumption we looked into the data provided by the Temkin studies for a span of 3 years. Behind every customer satisfaction metric, there is a series of factors that influence it. Finding your Net Promoter Score is easy. Retail is experiencing a shake-up like no other; eCommerce has made switching costs extremely low for consumers. Remember about NPS survey best practices. For instance, the reason why Tesla has an NPS of, If you think it over, youd realize that Apple doesnt make the cheapest smartphones (. NPS surveys measure customer loyalty with a series of questions, and the result is a score from -100 to +100. Remember to treat the NPS benchmarks as references, not milestones to achieve. Not every business uses net promoter scores to measure overall customer satisfaction and sentiment. Use the right NPS survey question to set that score as your baseline. Net promoter benchmarks are an excellent way to assess your NPS relative to your competition. To back up our assumption we looked into the data provided by the Temkin studies for a span of 3 years. Our industry-focused global B2B benchmarks let you see scores for top US brands from decisionmakers. Build loyalty and lasting relationships across the entire customer journey, Combine feedback with product analytics, build products that customers love, Extract meaningful insights from customer feedback using text and sentiment analysis, To be honest, benchmarking NPS is a complicated process.