NPS® Benchmarks to empower your retention strategy
Analyze and Standardize Biased Data
The NPS metric is vulnerable to biases. This is why we have created a benchmark database that combines multiple variables.
Compare your NPS performance. Our industry-specific data eliminates the bias in NPS values at touchpoints, across industries, and countries. Track live updates of the NPS in your competitive environment: Monitor how process improvements impact your NPS against your competitors. Receive continuous benchmarking updates to guide your ongoing CX activities.
Internal Touchpoint Benchmarks
With internal touchpoint benchmarks you can analyze customer retention at each step of your customer journey. They help to identify vulnerabilities and opportunities at every stage of the value chain to improve your overall customer experience and retention.
Internal Market Benchmarks
Easily evaluate your key market's performance and discover top countries, detect market weaknesses and promote the exchange of best practices between countries. With internal market benchmarks you leverage best practices to maximize and standardize performances across all core markets.
Do you need a zenloop account for using the benchmarking database?
Yes. The benchmarking allows you to compare your zenloop NPS data against other companies.
How many resources are necessary to use the benchmarking?
All you need is an existing zenloop account. Besides this, no additional resources are needed.
What is Benchmarking?
Benchmarking is the practice of comparing business processes and performance metrics to industry tops & bottoms.
Why is NPS Benchmarking useful?
NPS is the most used metric to measure customer loyalty and growth. Because the used metrics are universal, it is possible to benchmark on a global scale as well as through all industries and regions. The NPS performance varies depending on industry, country, as well as the touchpoint at which the NPS is measured.
Why do you split the benchmarking into different industries?
The NPS-rating is strongly correlated to the emotional value of the product, service or brand which it measures. Customers will always be more likely to recommend a new pair of shoes instead of a consultation call for a health insurance, which makes differentiation indispensable.
Why do you have to split the benchmarking into different countries?
Research has shown that the general willingness to recommend depends on the country and the corresponding differences in Culture. To give an example, Americans tend to use a more positive wording than Germans, leading to differences in text-analysis results as well as NPS-Scores.
Why do you have to split the benchmarking into different touchpoints?
The NPS-rating is very depending on the point in the customer journey at which the survey is taken. E.g. our experience shows that a customer is much more likely to recommend your product right after purchasing it in comparison to a survey taken after a complaint-call.
From where does zenloop derive the Data for the benchmarks?
Due to the high variety and number of customers, zenloop has been able to develop an exhaustive database of real-world NPS scores. This allows us to group by industry, touchpoint & country in order to provide you with reliable benchmarks. To prevent misuse or other fraud, all data is anonymized and cannot be linked to the company.