NPS® and customer-feedback benchmarks by industry and segment.
Published B2B Net Promoter Score® benchmarks run from an Australian average of 0 in 2024 to vendor figures of 68 in 2026. Here are the figures with their sources, why they disagree, and how to tell whether your own score is good.
When skeptical executives ask whether NPS actually moves revenue, vague assertions don't help. Here's a running collection of public case studies, B2B and B2C, with the hard numbers, for the next time you need proof in the room.
How good is your NPS? It's the question every CX leader gets asked, and the one with the answer people want to hear least. Here's why external benchmarks are mostly useless, and the two approaches that actually work.
![[Case Study] Net Promoter Score®: How Much and How Fast You Can Improve](/_astro/accesspay-nps-chart.D6s0WUCj.svg)
Six months into your NPS rollout, someone asks the question you've been dreading: how much should we expect the score to move? Here's the real-world data from companies that have been there, including how fast you can credibly promise.
Two companies. Same NPS question. Same scale. Wildly different scores, and the difference has nothing to do with how well they treat their customers. Here's the peer-reviewed research on why survey mode quietly ruins almost every NPS comparison you'll see.
Australian NPS benchmarks consistently look worse than European ones in the same industry. Either Aussie service is genuinely worse, or something else is going on, here's a look at the Satmetrix data and the two explanations worth taking seriously.