XM Knowledge Base
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.
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
Download NowStep-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.
Get the eBookUseful 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