Customer Experience
General
What is the typical amount for NPS?
ThirdRetail Team
6 min read
The standard Net Promoter Score® (NPS) varies significantly across industries. Here is a breakdown of typical NPS results based on industry benchmarks.
The average NPS® across all industries is often cited around +30 to +40. However, what qualifies as a "good" score depends entirely on the sector.
NPS Benchmarks by Industry (Estimates)
- Technology & Software: +35 to +50
- Financial Services: +30 to +45
- Telecom & Utilities: +10 to +30
- Healthcare: +25 to +40
- E-commerce & Retail: +45 to +60
- Hospitality & Travel: +35 to +55
Key Lessons for Your Store
- Context is Everything: Don’t compare a software company's NPS to a utility provider's score. Always look at your direct competitors.
- Identify Trends: The specific number matters less than the direction of movement. A rising NPS is a sign of healthy growth.
- Analyze the "Why": The score tells you what is happening; the open-ended feedback tells you why. Focus on the qualitative comments to drive improvements.
Brand Loyalty Tip
NPS is a leading indicator for organic growth. High NPS usually correlates with high customer lifetime value and low customer acquisition costs.
Deep Insight
Top-performing companies like Apple and Amazon often maintain NPS scores in the 70-90 range, setting the global standard for customer centricity.
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