If you’re measuring Net Promoter Score, or looking at your Google ratings, you’ve probably asked yourself the question “Is that good or not?”. We aim to help you answer that question by providing a range of scores and ratings for businesses similar to your sector and size of business, and showing where you rank. We hope these benchmarks allow you to ask better quality questions to help improve your customer experience, and set more realistic KPIs with the goal of beating your competition..
Not yet measuring NPS? Learn what it is, and why it’s important.
We built this tool because we found average NPS scores reported by research agencies are too high level to be useful. We also heard from our customers they couldn’t find useful indications of how their Google Reviews rank, which is important for search ranking and standing out against competitors. As an example, the average NPS quoted by a research agency for “Travel and Leisure” is 37, while the average monthly NPS we calculated for the skydiving sector of Yonder customers is 91 (Lowest = 83 and best in class = 100). Clearly, comparing yourself to 37 is deceiving how well you compare.
We categorised all the ratings from Yonder customers from the 12 months we’ve been operating the survey and reviews feature, associated them with sectors, anonymised the data and created the benchmarks.
Lowest = The lowest monthly value seen
Average = The average of all monthly values
Best in class = The highest value of all monthly values.
We plan to update these values quarterly. Therefore it is possible you experience a value outside the lowest and best in class range. Also, note Yonder customers are a high performing bunch of businesses who care about their customer experience so the benchmarks are competitive - even if you rank in the lower half you may still be doing well against the wider industry. As an example, the average NPS quoted by an established research agency is 17 while the Yonder average is 49, with a lowest of 15 and a highest of 100.
If you are consistently outside the ranges, please check the ‘business size’ benchmark you’re set to and adjust if required.
We cover industry and sectors:
Business sizes include:
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