Qualtrics offers fairly robust benchmarks for relational NPS (how consumer feels about organization overall). However, I have not seen any benchmarks for transactional NPS (focused on a specific interaction; I'm particularly interested in post-purchase NPS). In my experience relational and transactional NPS scores can differ pretty substantially. Does anyone have any guidance here? Any sources you would recommend for transactional NPS benchmarks?
Transactional NPS Benchmarks
For transactional NPS benchmarks, connecting with other organisations in your industry helps. Also, have a look at https://customergauge.com/benchmarks
+7I would find it rare for any company to give out that sort of detailed information, as it can be misinterpreted easily, and it has so many dependent factors (i.e. where the sale was, what environmental conditions there were, etc.).
You could use the general rule of thumb anything about 30 is good, and anything about 70 is great, but again, dependent factors could really skew that hard.
With transactional NPSes like this, I find it most helpful to make my own benchmark and then define my progress against it. So in my case, since we deal with an international crowd, I have a set of benchmarks I've made for a product overall and then broken down by region so the nuances of locational culture towards scoring are taken into account.
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