With the rising popularity of eNPS surveys, it has become an effective way to assess satisfaction across organizations. Most importantly, it provides managers with a tangible starting point to tackle issues in their team. By comparing your results to benchmarks you can get an even better understanding of how your team or organization is doing.
Keep in mind, benchmarks can be used for guidance but shouldn't be your only source when setting goals and targets.
Given the nature of how eNPS scores are calculated there are two different angles of benchmarking your results:
- At a company level: Taking the answers from all the users across all departments and then applying the eNPS calculation, then get the average value where each company stands.
- At a group level: Taking the calculated score for each group/team to calculate the average per group.
Although the results would be fairly similar, it is crucial to set them apart, given that inside each company, the group average is not necessarily the result for the entire company. Understanding the difference is also important when setting goals for your team or for the entire organization.
On the table below, we present &frankly's benchmark for both angles for the past years:
| Year | Quarter | Benchmark (Company Level) | Benchmark (Group Level) | Surveyed companies | Total Answers |
|---|---|---|---|---|---|
| 2020 | Q1 | 23.44 | 22.47 | 40 | 32,458 |
| Q2 | 22.24 | 21.55 | 39 | 14,331 | |
| Q3 | 22.02 | 27.86 | 35 | 27,846 | |
| Q4 | 19.36 | 21.53 | 70 | 47,025 | |
| Total 2020 | 21.36 | 23.24 | 91 | 121,660 | |
| 2021 | Q1 | 20.31 | 16.93 | 66 | 21,526 |
| Q2 | 17.63 | 26.23 | 81 | 43,348 | |
| Q3 | 21.22 | 24.83 | 74 | 37,651 | |
| Q4 | 16.32 | 19.52 | 110 | 53,215 | |
| Total 2021 | 18.51 | 22.42 | 150 | 155,740 | |
| Total | 19.56 | 22.76 | 164 | 277,400 |
What is considered to be a good score?
The most common answer to this question is that a score higher than 0 is good, remember these scores are coming from a range of -100 to 100, having more promoters than detractors is a good sign. An eNPS around the benchmark is already very good, and anything above that is excellent.
Keep in mind that the average eNPS varies from industry to industry, country to country, and is affected by many other factors. Therefore, we recommend you to focus on your score internally and set up goals in relation to your team or organization.
It is also important to realize that eNPS Results are also affected seasonally, being November the month in the year with the lowest results, as opposed to January which historically holds the highest (At company level).
| Month | Benchmark (Company) | Benchmark (Groups) |
|---|---|---|
| January | 27.45 | 28.36 |
| February | 24.3 | 14.29 |
| March | 17.17 | 15.11 |
| April | 21.35 | 32.15 |
| May | 19 | 19.41 |
| June | 17.89 | 17.02 |
| August | 26.37 | 28.38 |
| September | 20.05 | 26.19 |
| October | 19.08 | 17.7 |
| November | 15.23 | 21.18 |
| December | 19.86 | 20.13 |
If you want to learn more about eNPS, please visit this article: eNPS in &frankly