The 2019 BENCHMARK Whitepaper 


The global study into the ways to build customer loyalty across service channels.


  • Most extensive benchmark of the industry.
  • More than 214,000 customer experience touch-points.
  • Across 130 markets.
  • Focused in 10 key retail industries.
  • Across 3 channels.

We measured across the following channels from January to December 2018:

  • Online
  • Social media
  • Emails
  • Text messages
  • Telephone calls
  • In-store


What is NPS ?
The Net Promoter Score (NPS) is a customer satisfaction metric that measures, on a scale from 0 to 10, the degree to which people would recommend your company to others.

How and why you should calculate NPS ?
To calculate NPS, subtract the percentage of customers who would not recommend you (detractors, or 0-6) from the percent of customers who would (promoters, or 9-10). Regularly determining your company’s NPS allows you to identify ways to improve your products and services so you can increase the loyalty of your customers.