NPS Prism®
NPS Prism®
A CX benchmarking platform to grow loyalty and sales. Get unbiased NPS® scores for you and your competitors.
Where do we lead and lag our competitors? How much is it worth to close the gaps? What should I tell our frontline teams to actually do?
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Discover what makes NPS Prism unlike any other customer experience benchmarking service.
NPS Prism provides the answers. It’s a powerful benchmarking service that builds on our heritage as the inventors of the Net Promoter Score℠ and Net Promoter System℠. Based on a rock-solid sampling and research methodology, NPS Prism reveals the “why” behind your NPS scores, so you can take immediate, direct actions that translate into economic advantage. NPS Prism shows you how you compare to your competitors and helps you prioritize the actions to surpass them. Now you can separate people, process, and product issues, so you know exactly what to improve to drive bottom-line results.
No more debates or uncertainty. Instead, a clear way to benchmark NPS and take customer experience to an entirely new level.
At a Glance
At a Glance
Get unbiased, detailed NPS scores for you and your competitors.
10
Industries live on five continents
Compare performance with competitors in banking, grocery, utility, auto, telco, and more
30+
customer journeys per industry
An intuitive and flexible dashboard interface lets you quickly spot and quantify gaps between your company and individual competitors, model the financial impact of specific actions, and set development priorities
20K+
consumers surveyed per industry
Automatically get fresh data with new insights each quarter
Solutions
Solutions
Consumer Banking
Insights available: checking + savings, mortgage, wealth management, credit cards and payments
SMB Banking
Insights available: credit cards, lending, deposits and merchant services
Insurance
Insights available: purchasing, claims, services, payments and account management
Telecom
Insights available: consumer mobile, home internet, linear paid tv, OTT, B2B wireless and B2B wireline
Utilities
Insights available: usage, reliability, services and account management
Automotive
Insights available: purchasing, financing, ownership, the car and service
Airlines
Insights available: booking, preparing to travel, the flight and frequent flyer accounts
Grocery
Insights available: in-store shopping, online shopping, loyalty + membership and credit cards
Video Streaming
Gain insights into customer satisfaction across key journeys including managing their online profile, tech support, changing plans, setting up auto-pay and more
Pharmacy
Quantify how your customer feel when filling a new script, disputing coverage decisions or co-payments, talking to pharmacists and other key journeys
Get my company's scores
Get clear answers to improve the customer journeys that matter most.
See where you stand
Prism Benchmarks
Prism Benchmarks
Measuring NPS isn't new. Lots of companies do it. But very few use NPS benchmarks to understand where they stand, why, and what to do about it.
With benchmarks you’ll make better decisions. You’ll learn from customers who do business with you and competitors. You’ll be able to separate people vs. process vs. product issues.
We break down NPS Prism's benchmarks into pieces:
- Relationship NPS - your score at the brand level vs. competitors
- Episode NPS - which customer experiences create promoters vs. detractors
- Channel NPS - how you and competitors perform in-person vs. online
- Share of wallet - where else your customers do business, and why
- Operational KPIs - how you and competitors perform on customer reported metrics (e.g. wait times)
Thought Leadership
Thought Leadership
The 2022 NPS Prism U.S. Benchmarks Report
For the first time we're naming CX loyalty leaders across 8 industries and sharing their NPS scores. See how you stack up.
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