Great Insights, Great Decisions

Satmetrix Research Guides Your Goals

Here in the Research section of NPX, explore data-driven insights that to help you further your Net Promoter journey. Satmetrix brings more than 15 years of customer experience thought leadership and research to the materials we present here. Net Promoter®, co-developed by us and widely adopted worldwide, has radically shifted business thinking about customer experience. It introduced a reliable way to measure the customer experience, one that is still the only proven leading indicator of growth.
In the years since, continuing Satmetrix thought leadership has continually validated and cultivated Net Promoter into a disciplined, data-driven methodology that requires ongoing commitment, education and practice. As we continue to enhance our thought leadership and build our data-driven knowledge base, we will share with you this expertise in the form of downloadable best practices, benchmarks, and self-help tools, that will equip you to dive deeper, gain greater insight, generate new ideas, and effect change in your organization.

Stay Ahead of the Competition

As a continuous improvement tool, benchmarking provides a standardized and objective perspective on your Net Promoter performance against your peers and indirect competitors, including companies that achieve best-in class NPS. Annually, we release a wide range of NPS benchmark reports. Our cross-cultural, industry-focused global B2B benchmarks let you make regional comparisons. Our B2C benchmarks cover 23 industry sectors and are delivered in an interactive format. Apply the insights you gain to your own Net Promoter performance to set goals for actionable improvements that will move the needle on the score, and therefore your bottom line.
Our growing library of B2B and B2C Net Promoter benchmarks give you the ability to:

  • Evaluate your performance through a competitive lens
  • Identify performance trends relative to the overall economic environment
  • Prioritize areas of improvement and opportunity
  • Set appropriate expectations and realistic targets


Take Your Program to the Next Level

The success of your customer experience management program rests on the continuous evaluation of your program’s progress. Your goal: to provide role-based insights for stakeholders across the organization and drive meaningful actions for your customers to maximize their lifetime value. Our tools enable you to uncover the gaps in your program by engaging executives, leaders, and champions in rapid internal assessments of your program. Our tailored best practices and templates will guide your next steps to remediate these gaps to deliver business outcomes. With the latest on-demand Net Promoter expertise under your belt, you will be ready to execute a program that measures trustworthy data, boasts a well-functioning closed loop follow-up process, and instills a customer-centric culture.


Net Promoter Benchmarks

B2B and B2C Reports Illuminate Your Competitive Landscape


See How You Stack Up

It’s tough to reach your goals if you can’t see where you’re going. Shed a little light on things with the annual Satmetrix NPS Benchmarks, giving you insight on your market and your competition. Find out how your B2C or B2B company’s Net Promoter Score compares, so you can set smart improvement goals.


Data From the Hands-Down Experts

Satmetrix co-developed the Net Promoter Score way back when, complementing our industry-transforming thought leadership with the data that drove the research. Each year, we make massive additions to our original database, so we have millions upon millions of data points at our disposal.


Explore, Compare, Compete with Interactive Data

As if simply building reports based on data of unrivaled quality and quantity weren’t enough, we also deliver that data in a interactive format. Filter and explore to your heart’s content.
Our clickable charts and filterable reports tap into the analytic capabilities of Satmetrix NPX, the software that powers industry-leading customer experience management programs around the world.


Part of Satmetrix NPX Research

Access our benchmarks online as part of NPX Research.