According to professional survey firm, ClearlyRated, in 2019 accounting clients reported an overall benchmark NPS of 24% (their survey sample focused on accounting clients in the U.S. and Canada).
Promoters: Customers who answer the question with 9-10 – enthusiastic, loyal customers who will tell their friends about your business and bring in new customers.
Passives: Customers who answer the question with 7-8 – indifferent and could become promoters — or they could switch to your competition.
Detractors: Customers who answer the question with 0-6 – unhappy customers, and not only are you at risk of losing them, they could do damage to your brand by sharing their bad experiences with other people.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.