“Customers are gifts from God”, and their satisfaction is the measure of the quality of the business's services, and is also the key to comprehensive business development, increasing revenue and profit. But how to know if they are satisfied with this point, not satisfied with that point?
There are many articles sharing about how to measure customer satisfaction. In which, NPS is the most popular index to measure customer satisfaction with the product and willingness to recommend the product to others. This index is used by many businesses to improve business efficiency.
Measuring NPS helps businesses objectively compare themselves with their competitors and understand where they stand. However, this index varies between industries. So how do you know if your business has a good NPS index? Let's refer to the NPS index measurement by industry below.
B2C businesses
The characteristics of B2C businesses are large number of customers, fast sales process. Therefore, surveying NPS index is quite easy, almost no cost.
According to the XM Qualtrics Institute (2021), there are differences in customer satisfaction indicators in the B2C sector. While the average score of the convenience store group has a fairly high average NPS score of 33.3 points, the group of car rental or consumer payment companies has a very low score of less than 5 points. At the average level are the fields of Banking, Food Delivery, etc. You can also read more about the NPS analysis of the Banking sector. here.
| Grocery | 33.3 |
| Retail | 32,9 |
| online media | 32.2 |
| Investment company | 27,9 |
| Parcel delivery | 27,7 |
| Fast food | 26,6 |
| Social Media | 25.3 |
| Wireless | 24.7 |
| Automatic | 24.3 |
| Bank | 23,6 |
| Food delivery | 22,9 |
| Insurance | 21.9 |
| Software | 19,5 |
| Computer and tablet manufacturer | 17,8 |
| Hotel | 17.2 |
| Health insurance | 16.1 |
| Utilities | 15,9 |
| Electronic equipment | 14.4 |
| TV/ISP | 12.3 |
| Airlines | 11.9 |
| Car Rental | 4.8 |
| Consumer Payments | -0,1 |
B2B Business
Unlike B2C, B2B companies have smaller customer bases, but relationships tend to be deeper, leading to higher customer satisfaction. These close relationships have higher loyalty rates.
| Architecture | 64 |
| Manufacturing | 51 |
| Commercial Construction | 50 |
| Design services | 49 |
| Technique | 47 |
| bank | 46 |
| software development | 44 |
| Commercial real estate | 43 |
| human resources services | 42 |
| IT services | 42 |
| B2B software | 42 |
| Construction services | 41 |
| Management Consulting | 36 |
| Insurance | 34 |
| Digital Marketing Agency | 30 |
According to Clearlyrated, 2021
According to the data, it can be seen that the average NPS index of B2B businesses has a remarkable difference compared to B2C businesses. The satisfaction measurement index is twice as high, with the margin score ranging from 30 – 64 for the lowest and highest index industries.
Famous brands
Leading companies in a certain field/industry are often used as the standard and yardstick for comparison for companies in the same industry. However, this comparison has both advantages and disadvantages.
The advantage is that this will be the goal to aim for, the driving force to promote business. The disadvantage is that if the gap between two brands is too large, it will create a difference that will cause loss of enthusiasm and doubt about the business's capacity. Therefore, compare when in the same segment, and compare with direct competitors will be more effective.
SMEs (small and medium enterprises)
Vietnam's economy is built on the contributions of the vast majority of small and medium enterprises. SMEs account for 98% of the number of enterprises in Vietnam (According to the Vietnam Association of Small and Medium Enterprises, 2021). Measuring customer satisfaction index with SMEs will help the economy develop and change the big picture.
Above are some reference figures on NPS measurement for industries and fields. With this information, we hope that businesses will have an overview of customer evaluation in each specific industry. To improve your business's NPS index, you can join Bellsystem24 Vietnam to find solutions to build perfect customer service. With more than 40 years of bringing values that exceed customers' expectations, we will help your business gain consumer loyalty. Contact us for advice on in-depth solutions for Contact Center today.
