NPS Score Benchmarks for Agencies (2026)
Converge Team
The average nps score for agencies is +36. This compares to a global average of +32. Good agencies teams target 29, and top performers achieve 22.
Why Do Agencies Teams Have Different NPS Score Benchmarks?
Client relationships are the product. Agency support is not about resolving tickets — it is about demonstrating strategic value in every interaction, because clients who feel managed leave for competitors.
Agencies must provide white-glove service to multiple competing clients simultaneously, each expecting to be the top priority — managing perception and response quality across accounts is a constant balancing act.
How Agencies Compares
Agencies teams have room to improve compared to the global average. Here's how agencies stacks up against other industries:
| 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 |
Typical Agencies Support Profile
NPS Score by Channel for Agencies
Channel choice affects nps score across all industries, including agencies:
| Channel | Average |
|---|---|
| Live Chat | +38 |
| +42 | |
| +28 | |
| Social Media | +25 |
| Phone | +30 |
How to Improve NPS Score in Agencies
Key insight for agencies teams:
Using separate communication tools for each client instead of consolidating into a unified inbox. Scattered conversations across email, WhatsApp, and Slack lead to missed messages and duplicate work.
Automation opportunity:
Around 30% of agency support volume consists of status update requests and reporting queries that can be automated with scheduled reports and self-service client dashboards.
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
Source: Industry composite aggregated from MetricNet, HDI, and LiveChatAI benchmarks (2025). Industry-specific figures are approximate averages compiled from publicly available reports. Your team's performance may vary based on company size, geography, and channel mix.
Frequently Asked Questions
The average nps score for agencies is +36. The global average across all industries is +32. Good agencies teams target 29, and top performers achieve 22.
Agencies is +36 vs the global average of +32. SaaS: +41, E-commerce: +38, Fintech: +34.
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 improvement section and the full nps score guide for all strategies.
Agencies must provide white-glove service to multiple competing clients simultaneously, each expecting to be the top priority — managing perception and response quality across accounts is a constant balancing act. Agencies teams typically handle 50-200/day tickets daily with 3-8 agents agents. The most common issues include campaign performance queries, reporting requests, creative revision requests.
Agencies teams should prioritize email and live-chat as primary channels. Secondary channels include whatsapp, telegram. Client communication in agencies requires organized threads tied to specific campaigns or projects, which email handles naturally
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