Trends Report

Net Promoter Benchmarks, 2019 (US)

Net Promoter Scores Of 260 Organizations Across 16 Industries

November 7th, 2019
With contributors:
Michelle Yaiser , Laura Garvin Tramm , Faith Adams , Harley Manning , Ben Salamin , Shayna Neuburg


Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we provide benchmark data and advice that will enable CX professionals at companies that use NPS in this way to compare how well their firm performs compared to 260 brands across 16 industries.

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