Measuring customer experience over time provides valuable insight into performance trends. But comparing your results against those of your peers provides even deeper insights into how well your organization is meeting the expectations of customers across the market.
Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, the XM Institute measured the NPS of more than 340 companies across 20 industries based on a survey of 10,000 U.S. consumers.
NPS Benchmarks from the XM Institute help your organization to clearly understand the leaders delivering the best customer experiences in each industry and identify how the results of your organization compare. These results can be included within your Qualtrics CX dashboards to provide an ongoing comparison, and to help prioritize customer experience activities and investments.
With XM Institutes NPS Benchmarks companies can:
Understand how their organization NPS performance compares against industry peers and against the market overall
Identify organizations that are delivering best-in-class customer experiences based on NPS
Establish NPS goals based on company and industry comparisons
Net Promoter® and NPS® are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.
Incorporate industry benchmarks into your Qualtrics CX dashboards
NPS scores vary greatly by industry, so comparing your NPS to similar companies in your sector is the best way to track your customer experience program.
What You Get
Get NPS scores for 340 companies across 20 Industries to use as a benchmark to compare the performance of your own organization. This includes NPS benchmarks across the following industries:
Computers & Tablets
Hotels & Rooms
Rental Cars & Transport
TV/ Internet Service
TVs & Appliances
Incorporate Into Your Qualtrics Dashboards
Include this NPS benchmark data into existing Customer Experience dashboards to serve as a reference point for NPS scores for your organization. This could include a market average NPS score or Industry benchmarks.
Service and Implementation
The inclusion of the XM Institute NPS Benchmarks can be included within the initial delivery of Qualtrics CX report views, or can be easily added at a later time.