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 ought to sound alarm bells 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, the strategy and efforts ought to be aimed at achieving a positive NPS score which is as high as possible. 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 reaches 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.