Net Promoter Score (NPS) is one of the most widely used metrics in customer experience (CX), providing businesses with a simple way to gauge customer loyalty and satisfaction. But here’s the catch—NPS varies significantly across industries. A good score in one industry might be below average in another.
So, what does a “good” NPS look like for your industry? And how can you benchmark your company’s performance against competitors? In this guide, we’ll break down NPS results by industry, explore what factors impact these scores, and share actionable strategies to improve your NPS.
Before diving into industry-specific benchmarks, let’s quickly revisit what NPS is and why it matters.
NPS is calculated by asking customers a simple question:
"On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?"
Your final NPS score is determined by subtracting the percentage of detractors from the percentage of promoters.
Formula:
NPS = % of Promoters - % of Detractors
The result ranges from -100 to 100, with higher scores indicating stronger customer loyalty.
Tech and SaaS companies often have some of the highest NPS scores. The key reason? Customers in this space expect innovation, great user experience, and ongoing support.
In e-commerce and retail, NPS scores vary based on customer expectations, product quality, and delivery experience.
Trust and reliability are crucial in this sector. Customers expect transparency, security, and ease of use in digital banking.
This industry often struggles with lower NPS due to complex processes, high costs, and inconsistent customer experiences.
Loyalty is key in hospitality and travel. The best brands focus on exceptional customer service and seamless travel experiences.
Telecom companies struggle with customer satisfaction due to billing issues, service disruptions, and complex support processes.
Brand loyalty in the automotive industry is high, but customer satisfaction depends on post-purchase service and reliability.
Identify unhappy customers and address their concerns quickly. Whether it’s through surveys, follow-up emails, or direct calls, showing that you care can turn detractors into loyal customers.
The faster and more efficiently you resolve customer issues, the better your NPS will be. Consider chatbots, self-service portals, and AI-driven customer support to improve response times.
Customers appreciate tailored experiences. Use AI-driven insights to personalize recommendations, emails, and customer interactions.
Simply collecting NPS data isn’t enough. Identify common pain points and act on them to improve overall customer experience.
Implement referral programs, exclusive discounts, and personalized offers to incentivize promoters to spread the word.
NPS is more than just a number—it’s a reflection of how well you meet customer expectations. While industry benchmarks provide a useful reference, the real focus should be on continuously improving customer experience. By analyzing your NPS, addressing key pain points, and leveraging customer feedback, you can drive loyalty and stand out in your industry.
Want to take your NPS strategy to the next level? XEBO.ai’s AI-driven insights help businesses understand customer sentiment, identify pain points, and take actionable steps to improve CX. Book a demo today!
