2018 NPS® Benchmarks for B2B Service Providers

Join ClearlyRated’s CEO Eric Gregg for this quick-hit 30-minute webinar as he reveals brand new research, including the latest NPS® benchmarks for IT Services and highlights from our Industry Benchmark Study. Get a sneak preview of our upcoming report, and gain insight into the minds of IT services buyers. 

What you'll learn:

• The latest research on NPS benchmarks for IT Services
• Key factors influencing IT Services buyer decisions
• The drivers of satisfaction for IT Services buyers
• Strategies to elevate client experiences from satisfaction to loyalty
• The evolution of CX to always-on experience management

Get your hands on this essential resource today and take control of your firm's online presence!

Empower your firm with actionable insights into client expectations and learn how to craft exceptional client experiences that not only prevent churn but also pave the way for organic growth within your existing accounts.

Presenter

Eric Gregg, CEO & Founder

With two decades of research experience in B2B professional services, Eric Gregg and his team at ClearlyRated have analyzed more than 6.7 million surveys with the goal of determining what drives success for professional services firms. Eric has served as an adjunct faculty member in Portland State University’s marketing program, and has published numerous articles, business cases, and technical notes in the field of marketing, client loyalty and employee satisfaction. His research and consulting have been featured in articles and as a noted industry speaker.

Read on for the latest NPS® benchmarks for the IT Services industry. IT service providers, much like other B2B service firms, place significant reliance on client satisfaction and service quality to both retain their clientele and stand out in a competitive landscape. Particularly during economic downturns and industry challenges, the significance of service quality and client satisfaction becomes even more pronounced in determining business success. This partially explains the widespread prioritization of customer experience (CX) by business leaders across various sectors in 2023.To gain a comprehensive understanding of your service's performance year after year, it is imperative to employ a feedback tool that not only collects valuable insights but also simplifies tracking. Moreover, you need a metric that facilitates straightforward comparison with your competitors' performance. This is where the Net Promoter Score® (NPS®) comes into play—a metric that gauges service quality and customer satisfaction. It stands as a leading indicator of revenue retention, growth prospects, and brand distinctiveness.

What is NPS?

Your NPS starts with a single survey question that asks clients how likely they are to recommend your firm to a friend or colleague. The most forward-thinking firms are also asking their employees, hoping to boost their employee experience (EX) too. Responses land on a scale of 0–10, ten being extremely likely and zero being not at all likely. From there, people have the option to offer more specific feedback.To calculate NPS, we subtract the % of detractors (those who respond with a 6 or lower) from the % of promoters (those who respond with 9 or 10).

Why is NPS Uniquely Useful?

NPS offers a standardized measurement to track and report on client satisfaction and service quality—one that can be applied across every level, from the industry as a whole to the brand-level. Each company can also drill down within their organization, including by lines of business, department or account manager. This means that you can compare your firm to others while also pinpointing the shining stars and any areas to improve within your organization. Learn more about how NPS can help drive business growth.

IT Services NPS in 2023

ClearlyRated’s Annual Survey Benchmark Study includes an industry focus on IT Services NPS. In 2023, the IT Services industry reported an NPS score of 42%, a decrease of 2 points from 2022 but the same NPS as 2021. The NPS was at an all-time high for the IT Services industry in 2022 since ClearlyRated first measured industry satisfaction in 2011. Many drivers of IT Services client satisfaction, such as thoroughly understanding client needs and taking a proactive approach to service, are also at record highs in the industry.

IT Services Client Satisfaction – measured as NPS

Year-Over-Year IT Services Industry NPS

Insights on 2023 Ratings

Although the IT Services industry decreased their NPS in 2023, it is still one of the highest NPSs this industry has seen since 2011. When ClearlyRated first measured NPS, the IT services industry was at 13% and even decreased 2 points the next year. The industry saw a major increase in 2020 at 38% and has now been over 40%. For reference those wider NPS standards only classify organizations as excellent once they’ve earned a 50% NPS. A 70% NPS would classify them as world-class. What does it look like to have a 70%+ NPS? Consider Starbucks and USAA, recognizable service leaders with an NPS of 77% and 75%, respectively. Then compare them to Comcast, a notorious service laggard, whose clients give them a -25% NPS. As firms achieve better service levels, clients’ expectations will rightfully get higher, meaning any firms that don’t keep up are likely to flounder. Click here to learn more about the NPS methodology.This presents a major opportunity for the IT services industry that capitalizes on their NPS momentum (with the exception of their minor decrease this year), continuing to improve their customer satisfaction and service. Firms that manage to deliver an outstanding CX and earn a high NPS as a result will more easily outshine their competition. Get tips on how to improve your CX based on customer feedback.

How does your service stack up?

The extent to which your firm feels the effects of a slowing economy may depend on the quality of your CX. An NPS survey program can help you measure, track and improve both.If you’re not already leveraging NPS at your firm, we hope you consider this article a call-to-action. Not only do client satisfaction and service quality represent opportunities to differentiate in an increasingly commodified service industry, they are fuel for firm growth. Remember the adage: “You can’t manage what you don’t measure” – and you certainly won’t be able to improve it either. Up against a reluctant firm culture? Get some tips on how to overcome common objections to survey programs to help build buy-in and get started.

Next steps

• Ready to get started with NPS? Contact the ClearlyRated team for insights, best practices, and a tour of our survey platform (designed specifically to support professional services firms).

Given today's digital landscape, a great customer experience (CX) has become so vital for IT Service providers that it's virtually a make-or-break requirement. By being committed to managing CX effectively, these firms can steer a strategic path towards success, trust, credibility, and growth.

The Stakes Are High

The game of delivering impeccable IT services is rapidly changing. The customer experience (CX) used to be a "nice to have”, but it's shifted to a mission-critical component of the whole operations landscape. Ensuring that a strategic roadmap includes CX at its core isn't a matter of choice for IT firms – it's an absolute necessity.

Amplifying Your CX and Reaping the Rewards

Bringing this to life looks like fully tuning into CX management — and it means making certain that you're excellent at capturing customer experience successes at every possible interaction. This includes crafting useful content, managing feedback, and, most importantly, infusing customer insights into operations.Facing up to the complexity of total CX management might feel like a tall order, but its value far outweighs the challenge. A standout CX equates to building customer loyalty and garnering positive referrals. And remember, while 16% of customers might not tell you about their service issue, 74% will complain about it to others.

A Customer Service Experience report by Gartner confirms that enhancing service experiences drives retention and growth. In fact, 86% of customers are likely to spend more money after receiving value-enhanced services, and a striking 97% will share their experience.

Why Should Your Firm Invest in CX in 2024?

• Trust and Credibility | Browsing the internet has become second nature to most clients. With an impressive and well-curated online presence, your firm sends a message of professionalism and reliability that helps build a strong trust foundation with potential clients.
• Competitive Edge | In a highly competitive landscape, a robust online reputation, symbolizing quality service and positive customer experiences, can set your firm apart from others. It ensures you're the first one clients think of when they require the services you offer.
• Business Growth | An impressive online presence, coupled with rave reviews and positive testimonials, attracts more prospects leading to business expansion.
• Recurring Business | Having an excellent customer experience isn't just about flashy marketing efforts. It's about living up to the promises you make to your clients. When you consistently deliver remarkable service, they'll become loyal customers, ensuring a consistent stream of business.

Key Strategies to Enhance CX

• Understand and Set Goals with Customers | Every customer comes with unique needs and expectations. It’s important for your IT firm to not only listen and understand but also to tailor your services accordingly. Treat each customer as a partner with shared goals to build a long-lasting business relationship.
• Prioritize Security and Privacy | Given the rising concerns of data breaches, it's crucial to assure clients that their information is safe with you. Display your compliance with international security standards such as GDPR or HIPAA prominently.
• Offer Self-Service and Automation | As technology evolves, the act of empowering customers to resolve their common problems has become more accessible. By offering self-service options like FAQs, automated responses and chatbots, you not only provide instant solutions but also help in reducing the workload of your customer service team.
• Provide Proactive Education and Support | Educating your customers about how to make the most out of your solutions and services you offer, proves valuable. Regularly update your customers about new features, common issues and how to resolve them.

Why is NPS Uniquely Useful?

The Net Promoter Score® (NPS) is a great gauge of a company’s CX efforts. The NPS was at an all-time high for the IT Services industry in 2022 since ClearlyRated first measured industry satisfaction in 2011. For reference as you review the numbers, keep in mind that leading B2C companies including Starbucks and USAA, have a 77% and a 75% NPS, respectively. Although the IT industry’s NPS isn’t as strong as its B2C cousins, it has still dramatically increased since ClearlyRated first started measuring NPS in 2011.

• 2023 IT Services NPS benchmark = 42%
• -2 points YOY
• +4 since 2020
• +39 since its low in 2011

|Look into Insights on 2023 Rankings | NPS® Benchmarks for the IT Services Industry

Building on Solid CX Foundations

For IT service providers to ensure they stay on the ball, they need to boot out the manual mode and bring on proactive CX management. This shift includes using customer insights to gain an online reputation, drive new business, transition from detecting and evaluating customer experience issues, and begin refining the CX from the ground up.

CX Maturity

Managing CX effectively means understanding customer buying behavior, a factor that has grown in importance given that 73% of customers now consider CX as the ultimate decision-maker according to PwC. It involves evolving from rigid, annual surveys to continuous, real-time feedback. This evolving approach enables action in the now and allows for predicting future customer needs, ensuring satisfied customers and ongoing business. Migrating to a customer-focused management style is more than worth the effort – it's a real game-changer.Watch our On Demand webinar - Inside the Data: Highlights from our latest IT Services Industry Benchmark Study