The concept of Net Promoter Score (NPS) was first introduced in 2003, and since then, it has become a key reference point for businesses aiming to improve the customer experience.
If you are someone looking to understand how businesses improve their NPS score or what constitutes a good industry benchmark, this guide can help.
We will be discussing 22 key NPS statistics to give you a clear picture of customer loyalty and satisfaction trends.
22 key NPS statisticsÂ
- A score between 0 and 30 is considered a good range, but higher than 30 indicates that a company has more happy customers than unhappy ones. [Relently]
- Ecommerce and Retail brands increased their NPS to 59 in 2024–2025. [Relently]
- Technology & Services achieved an NPS of 66 in 2025, showing steady growth over the years. [Relently]
- The Cloud & Hosting industry holds an NPS of 37. [Relently]
- Companies that send email surveys through their own email domain, rather than a third party, experience a 14% higher response rate. [CustomerGauge]
- Account experience clients achieve an average open rate of 34% when sending surveys via email, with the lower end at 21.4% and the higher end at 60.3%. [CustomerGauge]
- In 2024, 73% of companies chose to collect feedback via email. [CustomerGauge]
- Companies that survey customers once per year see a 44% increase in retention, while those that survey multiple times per year see a 51% increase. [CustomerGauge]
- B2B companies that track both response rate and coverage, experience an 8.5-point higher NPS compared with those that do not. [CustomerGauge]
- 25% of B2B companies do not track response rates or coverage, and 41% track only response rate. [CustomerGauge]
- Only 26% of B2B companies close the loop with all customers. [CustomerGauge]
- 70 companies lack a robust transactional survey system. [CustomerGauge]
- 33% of B2B companies do not run transactional surveys at all, while 36% run them for only some relevant touchpoints. [CustomerGauge]
- Companies that survey multiple contacts within an account experience 18% higher retention rates than those that survey a single contact. [CustomerGauge]
- Among B2B companies that close the loop, 46% complete it within 72 hours or more, compared with roughly 39% that perform little to no follow-up activities. [CustomerGauge]
- 28% of new sales each month come from referrals. [CustomerGauge]
- Over 60% of B2B companies do not tie revenue to their drivers. [CustomerGauge]
- Nearly 11% of B2B companies utilize Account Experience best practices and calculate the revenue impact on drivers in real-time. [CustomerGauge]
- 90% of B2B leaders already believe that customer experience is crucial to their companies’ business priorities. [CustomerGauge]
- Despite understanding the importance of CX, 72% of B2B leaders do not believe they have any influence on the direction of their organization’s CX. [CustomerGauge]
- B2B companies that utilize proper Account Experience best practices experience a median increase of +4 NPS. [CustomerGauge]
- At the high end, Account Experience can provide nearly a 2x (+9 point) NPS advantage over B2B companies using non-Account Experience tactics and strategies. [CustomerGauge]
Final thoughts
The data above shows that thoughtful survey timing, multiple touchpoints, and linking feedback to revenue can significantly enhance outcomes. With tools like Mevrik, you can streamline feedback collection, analyze customer sentiment in real time, and close the loop efficiently.
Sign up for Mevrik today to turn insights into actionable strategies that improve NPS and strengthen customer loyalty.
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