Net Promoter Score Benchmarks- What You Should Know

There are many terms used in customer care services and one of them is Net Promoter Score Benchmarks. This is an alternative measure of loyalty and customer satisfaction and it is used to determine whether or not your customers will promote and recommend you brand.

Defining your Net Promoter Score

Net Promoter Score (NPS) is the most attention grabbing metric out there. It is a simple measure, calculated using customer rating information. The score is calculated by taking the overall percentage of those who provide score 9/10 or higher, and subtracting the total percentage of people who provide a score below 6 out of 10. Sores of 7-8/10 are ignored.

Significance of your Net Promoter Score

Your NPS is important for 2 main reasons:

1. Track customer loyalty and trends.
2. Can give you a metric of potential future growth.

Net Promoter Score Benchmark

In B2B marketing, the average score is between 20 and 25. In other types of business, scores can be classified by 30+, 20-30, and below 20.

Kinds of Companies using this score

Various types of companies can use their Net Promoter Score Benchmark. Some of these are:

• Service providers
• Technology companies
• Professional services companies
• Small and Medium Size Companies
• Merchants and distributors
• Manufacturing companies
• Large corporations
• Energy companies
• Chemical companies
• Commodity suppliers
• Airlines

Tricks and Strategies for increasing NPS Score

There is no straight forward process to increasing your NPS, but there are strategies you can implement to do so. The goal is to get your customers to recommend you with a score of 9/10 or greater. Increasing ease of customer access to your support team can play a part of increasing your NPS, for example. Targeting customer personas that score your company higher is another strategy.

Cautions to take when interpreting your NPS

The NPS process is not that complicated. Having a proper understanding of your business and its relations to customers can be critical in bringing your business to the next level. Interpreting Net Promoter Score Benchmarks can be tricky. You should be careful to avoid a small sample size. Small sample sizes can skew your results, giving greater weight to scores that may not actually represent the customer base. A sample size of at least 100 respondents should be use.

Wesley Doyle is behind a leading company that specializes in enhancing the customer experience.