Response rates in NPS surveys can vary significantly based on industry, segment, and customer types. Here are some typical response rate ranges:
- For B2B brands, response rates can fall anywhere between 4.5% and 39.3%, with an average NPS response rate of 12.4%.
- B2C brands, according to Bain & Company, should aim for response rates of 40% and above.
- For B2B brands keen on accurately gauging customer sentiments, a response rate benchmark of 60% is commendable.
While aiming for high response rates is essential, quality matters more than quantity. It's crucial to target the right customers—those who are most valuable or have the potential to become promoters. By focusing on eliciting feedback from these key segments, businesses can obtain actionable insights that drive growth and customer satisfaction.