New Zealand NPS Industry Benchmarks

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Willis Hodges
6 years ago
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1 New Zealand NPS Industry Benchmarks

2 Introduction About Customer Monitor The Net 1Promoter Score 2

3 Customer Monitor Customer Monitor is Australasia s leading enterprise customer experience solution. A hybrid mix of talent and technology, Customer Monitor manages customer retention, customer loyalty, customer sentiment and social promotion. Working alongside the Customer Monitor platform is an experienced team of strategists. They use the latest market research methodologies to provide insights, which can be leveraged to improve and grow your business. Customer Monitor is a division of The Perceptive Group, one of Australasia's leading customer intelligence agencies. 3

4 The Net Promoter Score The Net Promoter Score (NPS ) is a proven, powerful metric used globally to measure customer engagement and advocacy levels. It establishes the likelihood of a customer to recommend your product or service on a scale of The NPS survey asks your customers: How likely is it you would recommend this company, product or service to a friend or colleague? The response options range from 0 (not at all likely) to 10 (extremely likely). The responses are then grouped into the following three groups: Passives Responses 7-8 Detractors Responses 0-6 Promoters Responses

The Net Promoter Score The calculation To calculate NPS, subtract the per centage of customers who are detractors from the per centage who are promoters.

5 The Net Promoter Score The calculation To calculate NPS, subtract the per centage of customers who are detractors from the per centage who are promoters. This returns a score between -100 and +100, which is your NPS. Net Promoter Score % Promoters Why do we create and share these benchmarks? One of the first questions we are asked is What is a good NPS score?. Therefore, The Perceptive Group s dedicated research team have investigated the New Zealand and Australian markets to find out how businesses within various industries rate. We have collated a wealth of information, so you can understand what makes a good score for your business, in the context of your industry. % Detractors 5

6 2 NPS Industry Benchmarks 6

7 Automotive 20 Car Dealership 10 Car Servicing 24 Beauty Therapist / Appearance Medicine Specialist 19 Charities

8 Distributors -1 General -9 IT 3 Education 17 Tertiary Education 20 Tutoring Services 22 Energy Companies

9 Event Management 28 Banking 15 Insurance 4 Financial Services 10 Other Financial Services 6 Mortgage Lending 23 Personal Loan 7 Car Finance 19 Hire Purchase 11 Debt Collection -48 Fitness Centres 19 Gyms 16 Swimming School

10 Freight and Logistics Freight / Logistics / Courier Companies Shipping Containers -1 Hire Companies 6 Hospitality 14 Restaurants 19 Bars 15 Cafes

11 IT Services -1 Internet Companies -2 Telecommunication Companies 1 Online Business Software (SaaS) -3 Business Consulting -10 Engineering Consultant -10 Professional Services 10 Lawyer 2 Doctor 10 Dentist 11 Accountant 16 Physiotherapist 29 Optometrist 7 Real Estate Real Estate Agents 2 1 Property Managers

12 Recruitment Agencies -13 Retail Online 39 Retail - Instore 29 Whiteware and Appliances 16 Retail 24 FMCG 19 TV Commercial Shopping -4 Online Daily Deals 26 Printers 19 Online Healthcare Stores 24 Rehabilitation / Home Healthcare Equipment 24 Food Home Delivery Services

13 Security -12 Hairstylists 25 Mechanics 32 Window makers 24 Services (Trades) 24 Builders 21 Electricians 32 Painters 11 Landscapers 22 Plumbers 13 Printing

14 Airlines 31 Travel & Leisure 26 Hotels 9 Travel Agents 10 Tourist Attractions 45 Adventure Tourism 37 Ferry Services 29 Veterinarian

15 Let us show you how to increase your NPS We invite you to chat with one of our customer experience experts. In this initial discussion, we can help you to understand where you are on your customer experience journey, and help guide you on the next steps towards becoming world class. We think your customers deserve it. In just 30 minutes we ll show you: z Best practice tips on using NPS z How to use text analytics, themes and trends in data z How to improve and leverage your NPS z Customer Monitor, our fully managed customer experience software that delivers real-time results Are you ready to upgrade your customer experience? Yes! Tell me how to improve our NPS About The Perceptive Group The Perceptive Group is one of Australasia's leading customer intelligence agencies. A hybrid mix of talent and technology, The Perceptive Group have three fundamental business divisions Customer Monitor (customer experience management), Perceptive Research (market research) and Perceptive Inbound (research driven digital marketing). NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld. The information contained in this resource is provided for general information purposes only and is not a substitute for professional advice. The Perceptive Group Limited.

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