Benchmarks

Two companies. Same NPS question. Same scale. Wildly different scores — and the difference has nothing to do with how well they treat their customers. Here's the peer-reviewed research on why survey mode quietly ruins almost every NPS comparison you'll see.

Australian NPS benchmarks consistently look worse than European ones in the same industry. Either Aussie service is genuinely worse, or something else is going on — here's a look at the Satmetrix data and the two explanations worth taking seriously.