Customer loyalty

How to improve your Net Promoter Score

The most successful companies don't just understand what their customers want and need — they know how they stack up against the competition, too.

To understand how to improve customer loyalty, NPS® is a good place to start. Let’s take a look at how your score is performing:

  • Compare your Net Promoter Score against industry competitors with our benchmarking calculator.
  • Find out what steps you can take today to improve your score and grow long term customer loyalty.
Compare your NPS

NPS Benchmarking calculator

Compare your Net Promoter Score against your industry

Assess your NPS score against your competitors and identify areas of improvement with our free NPS benchmarking report from the Qualtrics XM Institute featuring NPS data from over 300 companies across 20 industries.

Don't know your score? Find out here.

The data you provide is strictly for the purposes of this calculator.
Qualtrics does not store it.

There’s work to do! Your NPS is below the industry average.

Your NPS is in line with the industry average. What you do next is critical if you’re to set yourself apart from your competitors.

You’re set apart from your competitors! Your NPS is above the industry average. But don’t stop there, take the opportunity to put some daylight between you and the competition.

Your score is

your industry benchmark

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Want to see how your industry benchmark is calculated? Download the full NPS industry benchmarking report

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Step-by-step guide to improving loyalty


1

Get organizational buy-in

Ensure executives understand the value of customer experience and employees understand their roles in improving it

2

Establish your baseline

Understand your performance and the experience currently delivered

3

Identify customer pain points, then resolve them

Identify root cause of pain (overall and by segment / cohort, business line, location, channel etc.) and then take steps to win unhappy customers back

4

Monitor progress and benchmark performance

Understand how you are performing vs the competition and how your actions are being received by customers

5

Embed NPS into a wider relational program

Continuously listen and adapt to changing needs of customers

Relational CX Program

How to drive loyalty by improving customer relationships

Now you know your NPS score, see how you can use it as part of a relational CX program. You’ll learn how to identify the key areas of focus across the customer journey, so you can take meaningful actions that improve your customer relationship with customers. Find out the best practices for making your program a success.

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Useful resources

...

Why investing in improving relationship health pays dividends

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences.

Read now
...

Webinar: Meet the action-first approach to a profitable CX program

How to use traditional metrics like NPS as the foundation for a modern, ‘action-first’ approach to your CX program.

Watch now
...

How to improve your Net Promoter Score

Want to read more? Our blog on how to improve your NPS has you covered with practical tips and expert advice.

Read now
...

Go beyond scores. Activate teams to improve loyalty

Better retention, loyalty, and customer lifetime value are just some of the benefits of a customer relationship program. This is what it looks like in practice.

Watch now