we included only industries with more than 10 clients.
With a large customer base from various industries, here’s how we selected the data to keep it objective and reduce the margin of error: We needed to have a glance at our own customers and sort out the conglomerate of data to shape the Retently 2022 NPS Benchmark. With this idea in mind, we took a step forward to our objective. But why use only external sources to surface specific conclusions when we have plenty of examples of our own? We used various sources to pinpoint the idea and bring about representative examples. We often outlined the importance of benchmarking NPS to make it work to one’s benefit. Further on we will be looking at the absolute values of a good Net Promoter Score across industries, factors affecting NPS benchmarks and steps you need to take when comparing your scores against competitors to get the most out of your NPS score. So, from what you can see, Net Promoter Score can vary dramatically, and if you want to figure out whether your NPS score is good or bad, there are a variety of aspects to dig into. While for some businesses an NPS of 30 might turn out to be the worst in the industry, for others – as being ranked among the market leaders. It essentially means that you cannot say a lot about a company just by looking at their absolute NPS, without considering their relative performance within the industry. According to Retently’s NPS data for the past 4 years, the average Net Promoter Score for Healthcare lies in the range of 31 with the lowest having a value of 20, while the average NPS for Communication & Media– in the range of 15, with the lowest being -6. To prove that, let’s look at the following examples.
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Behind every customer satisfaction metric, there is a series of factors that influence it. To be honest, benchmarking NPS® is a complicated process. Although we emphasize that the score value is irrelevant, we do understand that comparing the metric to other companies can help gain a more accurate picture of where they stand in the competitive landscape. One of the most frequently asked questions we get from our customers at Retently is “What is a good Net Promoter Score®?”.
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