NPS Score Benchmarks (2026)
Converge Team
The global average nps score is +32. Good teams target Above +50, and excellent teams achieve Above +70. These benchmarks are compiled from Industry composite aggregated from MetricNet, HDI, and LiveChatAI benchmarks (2025) and other publicly available industry reports.
What Is NPS Score?
Net Promoter Score measures customer loyalty by asking how likely they are to recommend your company. Ranges from -100 to +100.
NPS Score by Industry
NPS Score varies significantly by industry. Industries with simpler, higher-volume queries (e-commerce, restaurants) tend to have better numbers than those with complex, compliance-heavy interactions (healthcare, fintech).
| Industry | Average | Good | Excellent |
|---|---|---|---|
| SaaS | +41 | 33 | 25 |
| E-commerce | +38 | 30 | 23 |
| Fintech | +34 | 27 | 20 |
| Healthcare | +28 | 22 | 17 |
| Agencies | +36 | 29 | 22 |
| Fashion | +42 | 34 | 25 |
| Beauty & Cosmetics | +45 | 36 | 27 |
| Gaming | +30 | 24 | 18 |
| Crypto & Web3 | +22 | 18 | 13 |
| Travel & Tourism | +27 | 22 | 16 |
| Hospitality | +39 | 31 | 23 |
| Restaurants | +43 | 34 | 26 |
| Hotels | +40 | 32 | 24 |
| Real Estate | +25 | 20 | 15 |
| Education | +35 | 28 | 21 |
NPS Score by Channel
Channel choice has a major impact on nps score. Messaging channels (chat, WhatsApp) consistently outperform email and social media.
| Channel | Average |
|---|---|
| Live Chat | +38 |
| +42 | |
| +28 | |
| Social Media | +25 |
| Phone | +30 |
NPS Score by Company Size
Larger teams don't always mean better metrics. Company size affects nps score through staffing, tooling, and process maturity.
| Company Size | Average |
|---|---|
| Small (1-10 agents) | +40 |
| Medium (11-50 agents) | +32 |
| Enterprise (50+ agents) | +28 |
Year-over-Year Trends
NPS Score has been improving steadily as teams adopt AI, automation, and messaging-first strategies.
| Year | Average | Notes |
|---|---|---|
| 2024 | +30 | Baseline after macro-economic pressures |
| 2025 | +32 | Omnichannel adoption improving experience |
| 2026 | +35 | AI personalization driving loyalty gains |
How to Improve Your NPS Score
Focus on detractors first -- converting a detractor to passive has more NPS impact than passive to promoter
Close the loop on every NPS response, especially negative ones
Track NPS by customer segment to identify which groups need attention
Combine NPS with CSAT to understand both loyalty and satisfaction
Send NPS surveys at consistent intervals (quarterly), not after specific interactions
Sources: Industry composite aggregated from MetricNet, HDI, and LiveChatAI benchmarks (2025). Benchmarks are compiled from publicly available industry reports and may vary significantly by company size, geography, support methodology, and channel mix. These figures represent approximate cross-industry averages and should be used as directional guidance, not precise targets.
Frequently Asked Questions
The global average nps score is +32. A good target is Above +50, and excellent teams achieve Above +70. These vary significantly by industry and channel.
NPS Score varies widely. SaaS averages +41, E-commerce averages +38, Fintech averages +34. See the full industry breakdown table above.
Live Chat typically has the best nps score at +38. Phone tends to be slower at +30.
Key strategies: Focus on detractors first -- converting a detractor to passive has more NPS impact than passive to promoter. Close the loop on every NPS response, especially negative ones. See our detailed improvement tips section above for all 5 strategies.
In 2024: +30 (Baseline after macro-economic pressures). In 2025: +32 (Omnichannel adoption improving experience). In 2026: +35 (AI personalization driving loyalty gains). The trend is driven by automation, AI adoption, and messaging-first strategies.
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