Benchmarks

How good is your NPS? It's the question every CX leader gets asked — and the one with the answer people want to hear least. Here's why external benchmarks are mostly useless, and the two approaches that actually work.

When skeptical executives ask whether NPS actually moves revenue, vague assertions don't help. Here's a running collection of public case studies — B2B and B2C, with the hard numbers — for the next time you need proof in the room.

Six months into your NPS rollout, someone asks the question you've been dreading: how much should we expect the score to move? Here's the real-world data from companies that have been there — including how fast you can credibly promise.

Tying staff bonuses to NPS feels like good management — until the score becomes the goal, the surveys get gamed, and the customer experience quietly gets worse. Here's the research on why incentivising the number backfires, and what to measure instead.

What's a good NPS? The honest answer is short, frustrating, and the one most consultants won't tell you. Six minutes of video on why the question is the wrong one — and what to ask instead.

I've spent years telling people to ignore external NPS benchmarks. So when Bain's Rob Markey — the guy who literally wrote the book — pushed back, I expected an argument. We ended up in violent agreement. Here's the narrow set of cases where benchmarks actually do help.