This question is not easily answered or assessed in a standardised way despite being purely numeric in determination.
As mentioned before, the NPS can range from -100 to +100. If you have an equal amount of promoters and detractors, you will always end up with an NPS of exactly 0. Therefore, it makes sense to treat 0 as the mean NPS, making it an average score, neither very good nor bad. Anything below 0 should sound sound an alarm, since it indicates customer satisfaction levels are tending towards negative values, and an organisation’s products, services or processes require considerable improvement to avoid substantial customer churn.
Obviously, strategy and efforts should be aimed at achieving the highest possible positive NPS score. According to global NPS standards, a score from 0 to 49 is considered “good”, a score from 50 to 69 is considered “excellent”, while a score of 70 and higher is considered “world class”.
For benchmarking reasons, pages such as Customergauge.com
offer great insights into well-known brands’ NPS results. For example, Tesla Motors currently has an NPS of 97, while Apple has an NPS of 89, Samsung, however, only manages an NPS of 70. Interestingly, the Apple iPhone has an NPS of only 55 and the Samsung Galaxy only 45, hence, making the overall brands more satisfactory from a consumer perspective than the companies’ products. Tip: If you are able to retrieve information on competitors’ or industries’ Net Promoter Scores, this may give you a good starting point to work towards gaining a competitive edge.