Statistics & Benchmarks
Industry benchmarks and ROI figures you can use to put your own results in context. Remember: a number without context is just a number.
Benchmarks vary across markets, company sizes, and methods. An NPS of 30 in telecoms is strong - the same number in e-commerce is mediocre. Use these figures as directional guides, not absolute truths.
NPS Benchmarks by Industry (Global 2024)
| Industry | Average NPS |
|---|---|
| Retail | 54 |
| SaaS / Software | 30 |
| Finance & Insurance | 34 |
| Telecom | 24 |
| Healthcare | 38 |
| Travel & Hospitality | 52 |
| E-commerce | 62 |
| B2B Services | 41 |
Source: Satmetrix Consumer NPS Benchmarks 2024. NPS ranges from -100 to +100.
CSAT Benchmarks by Industry
Retail
78%
Benchmark: 75-80%
SaaS
74%
Benchmark: 70-80%
Finance
71%
Benchmark: 65-75%
Telecom
62%
Benchmark: 60-70%
Healthcare
80%
Benchmark: 75-85%
ROI of Customer Satisfaction
+95%
Profit from 5% higher retention
Bain & Company
5–7x
More expensive to acquire new customer
vs. retaining existing ones
86%
Customers pay more for great CX
PWC Customer Experience Survey
-22%
Lower churn with proactive NPS
Average from SurveyGauge customers
Sources
Satmetrix Consumer NPS Benchmarks 2024
Bain & Company: The Economics of Loyalty
PWC Future of Customer Experience Survey
Temkin Group: Customer Experience ROI Study
American Customer Satisfaction Index (ACSI) 2024
What do your numbers actually mean?
Benchmarks are the starting point - but context is what matters. Book a session with our CX advisors for an honest assessment of where you stand.