Net Promoter Score (NPS) is a customer loyalty metric that is based on one simple question — how likely is it that you would recommend [our Firm] to a friend or colleague? Clients respond on a 0-to-10 point rating scale and are categorized as follows:
While the average company earns an NPS score of 10 to 15, companies delivering an exceptional customer experience achieve scores of 50 to 80. A small handful of companies have achieved an NPS score of 70 or higher, which has been defined as "World Class." Within the accounting industry, the average score is 31 while the benchmark for a “Best of Accounting” NPS score is 60.
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Note: NPS benchmark information obtained from www.npsbenchmarks.com.