There’s no universal “good” NPS score. What counts as good depends on your industry, customer expectations, culture, company stage, and—most importantly—your own historical performance. Benchmarks offer context, not absolute standards.

To make NPS meaningful, evaluate it through four lenses:

• Competitive Relative NPS — How you compare to your top competitors
  
• Journey NPS — Onboarding, support, and product use performance
  
• Historical Trend NPS — Your momentum over time
  
• Segmented NPS — How different customer groups rate you
  

A strong NPS isn’t just about having a high score — it’s about how reliable and actionable that score is. That means strong response rates, rich verbatim feedback you can learn from, effective follow-up with detractors, and consistent performance over time rather than one-off spikes.

To genuinely improve NPS, focus on designing a survey that captures meaningful insights: ask the question at the right moment in the journey, avoid leading or biased wording, ensure the survey is effortless to complete, use multi-touch approaches to reach different customer segments, and include a thoughtful open-ended “why?” so you understand the reasons behind the score.

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You might be tempted to rush into asking, “What is a good NPS Score?” after hearing the words Net Promoter Score, but here’s the thing: it is a question that jumps the gun. If you are new to measuring NPS, you may not yet know what the scores measure, how they are calculated, or why they matter. Asking about what is “good” before knowing the basics is like asking which fountain pens are best before you have even learned to write.

Instead, you want to lay a framework first: why do businesses use it, and how it represents customer loyalty. Once that groundwork is in place, the question, “What is good?” will naturally make sense, and your team can interact with the metric with confidence, knowing precisely what the numbers mean and why they are significant.

If you are new to NPS, you might want to understand CSAT and NPS to see how each metric measures customer sentiment differently.

What Counts as a Good NPS Score? (The Real Answer: It Depends)

Here is the catch: asking what counts as a good NPS only works once you understand the context behind the score. 

A good NPS is not universal; it varies by industry, customer expectations, and even the quality of your product. Instead of finding the magic number, you should reevaluate the NPS against your industry’s benchmarks and your own historical performance. That is how you get a grounded and realistic measure of progress.

1. Industry Benchmarks: Why They Are Directional, Not Absolute

Industry benchmarks help you understand where you stand, but they are not commandments carved in stone. A good NPS score by industry gives you context, not the finish line. Benchmarks change with market trends, customer wants, and even seasons. 

2. How Customer Expectations Shape “Good”

You can not pin down what a good NPS score is without looking at the expectations your customers bring to the table. 

In sectors where people demand swiftness, accuracy, and instant support, like SaaS or B2B services, standards are naturally higher. A small mistake can turn a promoter into a detractor in the blink of an eye. Meanwhile, in lower touch areas, customers may be more forgiving.

3. Global vs Regional Cultural Scoring Biases

If you are comparing NPS scores across countries, do not be surprised when people do not rate the same way everywhere. Some cultures are naturally generous with higher scores, while others are notoriously stingy. 

For example, research from NPS benchmarking platforms like CustomerGauge indicates that respondents in several Asian and European countries are less likely to select extreme scores (such as a “10”), even when very satisfied, while U.S. respondents more readily use top-end ratings—leading to naturally higher NPS averages in American markets.

4. Company Stage and Product Maturity Effect

A “good” NPS looks very different when you consider where your company is in its current journey. Early-stage businesses, especially those still finding their identity, usually see more erratic scores. Customers are reacting to sudden changes, experimental features, and the occasional rough patches, which are all parts of growing up as a company.

As your product matures, expectations rise. Users no longer give you credit for your promise; they measure you on your consistency. This means NPS stabilises, but it also means you are held to a much higher standard. Long-established companies will not get away with minor mistakes that customers forgive in younger brands.

The Contextual NPS Framework

If you have ever tried to evaluate your NPS using only a “good vs bad” scale, you have probably felt that annoying feeling that something does not quite add up. You would be right, it does not. NPS only becomes meaningful when you look at its origin, who it came from, and what was happening to your customers at the time.

To get a more realistic picture of your performance, the following four lenses can help you judge your score with far better accuracy, confidence, and distinctiveness.

1. Competitive Relative NPS: Your Score vs the Top 3 Competitors

Instead of asking whether your NPS is good, a better question is: Are you doing better than the people trying to get your customers? Competitive Relative NPS puts your score side by side with your top three competitors.

If you are ahead, even by a small amount, that is a real sign of strength. If you are behind, it tells you exactly where you need to focus. In crowded markets, this competitive gap matters even more than any global average. In the end, customers do not compare you to an arbitrary benchmark; they compare you to whoever knocks on their door first.

2. JourneyNPS: Onboarding, Support, Product Use

Journey NPS breaks the journey down into its key phases: onboarding, support, and day-to-day product use.

This lets you see where happiness fades or anger builds. For example, you might find that new users love the onboarding experience, but long-term users struggle with reliability. Or perhaps support is your shining star, compensating for a product that is still finding its place in the industry.

By splitting NPS across these stages, you stop guessing and start answering questions accurately with proper diagnosis.

3. Historical Trend NPS: Momentum > Snapshot

An NPS score is like judging an esports team based on a single match, dramatic, maybe, but not all that useful. What truly matters is momentum.

Historical Trend NPS tracks how your score adapts over time. A slight drop could be something like a seasonal trend, while a gradual increase tells you your improvements are paying off. Even an average score can be a win if it is consistently rising.

Do not obsess over today’s snapshot. See where you are going and worry about how to get there.

4. Segmented NPS: Different Personas Behave Differently

Your customers aren’t a single, uniform crowd. Different personas (SMEs, daily power users, occasional users, experts, beginners) all judge your experience through completely different lenses.

Segmented NPS breaks the data down by these groups, giving you a more accurate view of who you are pleasing and who you are losing. You might find that your power users praise the product, while new customers might feel overwhelmed. Or that smaller clients are thrilled while larger ones have higher expectations for defined features.

Signs Your NPS Is Actually Good 

It is easy to panic when your NPS is not at the top of the scoreboard. But here is the comforting reality: a lower-than-expected score does not automatically mean you are failing.

When you dig beneath the surface, you may find signs that your NPS is performing much better than the raw numbers suggest. Here are the indicators that truly matter.

1. High Volume of Responses

A large response rate is one of the clearest signs that your NPS is genuinely indicative of customer sentiment. If lots of customers are taking the time to rate you, you are not dealing with fake highs caused by a tiny, overly fanatic group. You are getting a full, honest picture, the type of data that drives reliable decision-making. 

A lower score from a large sample has more meaning compared to a high score from a small sample of respondents. You can think of this like how you would compare products online: a product with four stars, but with thousands of reviews, is much more trustworthy compared to a product with five stars but with only a handful of reviews.

2. Strong Verbatim Feedback Quality

When customers leave thoughtful, specific reviews rather than vague phrases, you are sitting on a gold mine. High-quality verbatim feedback shows that customers are engaged enough to explain what is working and what is not. Even if the number itself seems underwhelming, the richness of details gives you valuable insight, the kind that leads to improvements that actually give you visible results and provide direction.

3. Improvements in Detractor Recovery

A good NPS is not just about how many promoters you have; it is also about how effective you are when you bring back the detractors. If you are consistently resolving issues, winning back unhappy customers, and preventing the usual frustrations, you are improving your long-term NPS health. Recovery signals growth, maturity, and a customer experience built on accountability, qualities far more valuable than a momentary bump in your score.

4. Consistency Over Time

Stability often signals strength. If your NPS remains steady across months or quarters, even at a steady level, you are likely to produce a predictable, reliable experience. Consistency means fewer severe issues, smaller volatility, and a customer base that knows what to expect from you. It is far superior to wild swings that indicate instability beneath the surface. A solid, stable score can be an indicator of a foundation for future profits.

How to Improve Your NPS Through Better Survey Design

If you want to improve on your NPS, start by fixing the survey that produces it. A good NPS survey gives you clearer insights, more honest answers, and far less noise. 

Here’s how thoughtful NPS survey design turns an ordinary NPS programme into a useful one.

1. Question Placement and Timing

Where and when you ask the NPS questions can make or break the quality of your results. Drop it in too early, and you risk the customers not having enough experience to judge you. Ask too late, and you might face fatigue, frustration, and ignorance. The sweet spot is directly after a positive interaction, when the experience is still fresh. You are not only more likely to get a response, but you are also more likely to get an honest one.

2. Avoiding Leading Questions

Nothing hurts an NPS survey worse than wording that forces customers toward a specific answer. Leading questions, even subtle ones, affect sentiment and leave you with data that might be dubious. Keep the usual NPS questions neutral, direct, and unaffected. Let the customer know they are free to do the talking and not you controlling. 

3. Frictionless User Experience (UX) in Surveys

If a survey feels like work, customers will head out before giving you anything at all. A frictionless survey is short, intuitive, and mobile-friendly, with no logins or loading. The easier it is to complete, the more responses you will receive, and the more confidently you can trust the score.

4. Relationship NPS and Episode NPS — you need both

It’s not a choice between the two. Relationship NPS gives you the big-picture view of how customers feel about your company overall, while Episode NPS shows you exactly where loyalty is strengthened or damaged across key episodes like onboarding, support, renewals, or billing.

Used together, they give a complete view of customer loyalty:

• Relationship NPS tells you whether there’s a problem.
  
• Episode NPS tells you where and why it’s happening.
  

Both are essential for a mature NPS programme.

5. The Importance of Asking the Right Open-Ended Follow-Up Question 

The open-ended follow-up question is where it is at. It reveals the “why” behind the score, what drives the promoters, the anguish of detractors, and the hesitations of the passives. A good follow-up question is simple and specific: “What is the main reason for your score today?” It respectfully asks for clarity without boxing customers in, giving you valuable information compared to a vague statement.

Where AI elevates this process is in what happens after customers respond. With AI-powered tools like Robyn AI CX Analyst, Resonate CX can automatically categorise, theme, and analyse at scale. 

Instead of manually sifting through comments, teams can instantly identify sentiment drivers, emerging issues, and recurring experience gaps across thousands of responses. AI highlights root causes behind NPS movement, connects verbatims to operational data, and surfaces prioritised improvement opportunities, transforming unstructured feedback into clear, actionable insights far faster than traditional methods allow.

Let Resonate CX Help You Out

By combining thoughtful survey design, contextual benchmarking, and expert data analysis, you can move beyond chasing the generic “good” number and start using NPS to truly understand your customers, improve their experience, and strengthen your business.

That is where Resonate CX can help you design effective NPS surveys, roll them out seamlessly across multiple touch points, and make sense of the data in a way that drives real action. You can track trends over time, segment responses by customer persona or experience stage, and uncover the insights that turn feedback into growth and loyalty.

Let us know how we can help you out today!