Quick Answer: What Is NPS Benchmark?

Who has the highest NPS score?

Net Promoter Score benchmarks for top brandsCompanyNPS Score1Apple472Google113Microsoft454Coca-Cola082 more rows.

What does an NPS score mean?

Net Promoter ScoreThe Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.

What is a bad NPS score?

If your NPS score is between 30 to 40, you have a good NPS score. You may be far away from the leaders with scores such as 55, 60, etc. But if your score is 25 or even below, it’s considered as bad NPS score.

What does an NPS score of 50 mean?

Given the NPS range of -100 to +100, a positive score or NPS above 0 is considered “good,” +50 is considered “excellent,” and above 70 is considered “world-class.” Based on global NPS standards, any score above 0 is “good.” This means the majority of your customer base is more loyal.

Is NPS a good measure?

First off, NPS is simple, easy to compare, and acts as a measure of brand performance rather than as feedback on an individual transaction. More importantly, NPS allows you to find your most loyal customers and use them as the model of who to build your product for.

What is NPS call center?

What is NPS (Net Promoter Score)? NPS is a gold standard metric for measuring customer experience and assessing customer loyalty. It is a single query survey that customers take after contacting your contact center via phone, email, social media, or live chat.

How is NPS calculated?

To get the percentage, take the group total and divide it by the total number of survey responses. Now, subtract the percentage total of Detractors from the percentage total of Promoters—this is your NPS score.

Does NPS really work?

In their research, they found that NPS was no better than ACSI. Other research out of Stanford University also found that other indicators are equal or better measures of customer loyalty and referrals than NPS. The most effective indicator their research found was how much a customer “liked” a company.

Why is NPS score important?

Net Promoter Score (NPS) is used to measure customer loyalty and how likely they are to refer your products and services to others. NPS helps identify who among your customers are promoters, passives, and detractors. Loyal customers are an asset to any company and are a great way to keep the business running.

What is considered a good NPS score?

Any NPS score above 0 is “good”. It means that your audience is more loyal than not. Anything above 20 is considered “favourable”. Bain & Co, the source of the NPS system, suggests that above 50 is excellent, and above 80 is world class.

What’s a good net promoter score to have?

Technically, any score above zero can be considered a “good” score, since that implies that you have more promoters than detractors. 50 and above is excellent, and 70 and above is the best of the best, although achieving either of these is both outstanding and rare.

What is a good candidate NPS?

A positive Net Promoter Score is good because it means your promoters outnumber your detractors. An NPS at 50 or above is considered excellent. And the closer to 100 your score gets, the more promoters — and fewer detractors — you have.

Why NPS is a bad metric?

If the Net Promoter Score was a meaningful and useful metric, it should predict actual consumer behavior. … The result: NPS is a terrible predictor of behavior in banking.

What is Apple’s NPS score?

72According to NPS Benchmarks, Apple’s NPS score in 2017 was a resounding 72, which is significantly higher than the average NPS score of the consumer electronics industry.