The results are in!
We are excited to announce that the Qualtrics XM Institute recently published 2020 data for two popular CX benchmarks.
The benchmark data is available directly in the product and exists in two forms, Overall and Consumer NPS. The Overall Ratings are a composite metric of customer experience delivery, assessing consumers’ feelings of success, effort, and emotion when interacting with companies. The Consumer NPS Ratings measure the Net Promoter Score first championed by Bain et al. Both benchmarks are a cross-industry, open-standard benchmark of customer experience and measure the performance of over 300 organizations across several industries.
Here’s what you need to know:
- If you’d like access to the full benchmark reports, please contact your Customer Success Manager.
- If you’d like to update your 2019 benchmarks with the new 2020 data, you can do it directly in the product using the Benchmark Editor.
- Lastly, if you don’t have a score but would like to start monitoring your company performance against one or both of these benchmarks, you can use this XM Solution to streamline the process. It comes with pre-configured dashboards, email templates, and the surveys from the studies.
Check out this blog post to get a little more detail on which industries were included and how much the average NPS score declined this year over last year.