🧭 Introduction
A frequent query our customers bring to us is, "What is a good industry benchmark to be aiming for?" If you're just getting started with establishing a customer experience metric (NPS/CSAT/5 Star) for your organization, having a jumping-off point is a big help.
Before we dive into specifics, it's worth mentioning that benchmarking customer experience data can be tricky and should be approached with caution. Companies vary widely in how they survey customers and how they segment their NPS results. Plus, industry categories can be broad or niche, making it hard to find one-size-fits-all comparisons.
That’s why we promote a simple philosophy:
"A good NPS score is better than the one you had last week, last month, and/or last year."
📁 Benchmarking Industry
This list includes benchmark data across 12 tracked industries, compiled from our platform and internal research. If you would like to edit the industry that your account is associated with, please contact your CSM or AskNicely Support.
-
Internet Software & Services
-
Banking & Finance
-
Healthcare
-
Professional Services
-
Consumer Goods & Services
-
Consulting
-
Hospitality
-
Real Estate
-
Recreation & Entertainment
-
Construction & Manufacturing
-
Government
🧪 2022 AskNicely Benchmarking Study
We conducted our own benchmarking study in 2022 across the industries listed above. The results of this internal data analysis is the source of the Industry Average displayed on your Dashboard.
🌍 External Benchmarking Sources
📘 Books & Articles
-
"The One Number You Need to Grow" by Fred Reichheld: the origin of the NPS movement
-
The Ultimate Question 2.0 by Fred Reichheld & Rob Markey: considered the go-to resource on NPS strategy
You can find both books at libraries or online retailers.
🌐 Online Resources
-
Visit netpromoterscore.com for:
-
Articles and thought leadership
-
Premium benchmarking data
-
Industry interviews
-
🔍 Search Competitor Benchmarks
Many organizations publish their NPS scores publicly. A quick search can often reveal scores for your competitors or peer companies.
✅ Summary
While external benchmarks provide context, the most actionable benchmark is your own progress over time. Start by collecting a few weeks of baseline data, use AskNicely's internal reports to gauge trends, and layer in external benchmarks for broader context.
For help configuring your survey strategy or accessing benchmarking reports, reach out to support@asknice.ly.