Analyze. Prioritize. Optimize.
NPS Prism® is a unique customer experience benchmarking service that provides actionable insights and analysis that guide your creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology developed by Bain & Company, it lets you see how you compare to your competitors on overall NPS, and on every step of the customer journey.
With NPS Prism you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: Prioritize the customer interactions that matter most. Use NPS benchmarks to propel your growth and outpace the competition.
Innovation Partner of the Year
Our NPS Prism® benchmarking service receives Qualtrics award one year after launch.Read More
What Is NPS Prism?
What Is NPS Prism?
NPS Prism is a subscription-based online benchmarking service based on a rigorous double-blind market research methodology. It gives you hands-on access to tens of thousands of NPS responses along with relevant operational metrics. Armed with customer experience benchmarks and other essential data provided by NPS Prism, you can analyze how you compare to your competitors and other relevant companies outside your industry on the specific interactions that shape the customer experience.
An intuitive dashboard interface enables CMOs, CCOs, business unit leaders, and other executives responsible for key elements of the customer journey to benchmark their company at the customer episode level, so they can prioritize the initiatives that will make the biggest impact on customer experience and customer loyalty.
NPS Prism is continually refreshed. It includes NPS scores, verbatim customer feedback, and indicators of operational metrics, so you can combine analytics with a nuanced assessment of customer sentiment, satisfaction, and operations.
At a Glance
At a Glance
A Unique Benchmarking Database
NPS Prism’s sampling methodology results in tens of thousands of NPS responses from customers representing the market to show you how you compare to competitors on the interactions that matter most to customers. Drill down to understand customer sentiment in their own words, using a database that is continually updated and expanding to cover new geographies and industries.
Easy to Use
An intuitive and flexible dashboard interface displays four critical categories of NPS benchmarks, so you can quickly spot and quantify gaps between your company and individual competitors, model the financial impact of specific actions, and set development priorities.
Focused on Results
NPS Prism is designed for CMOs, CCOs and senior leaders focused on customer experience (CX) issues, providing the essential, detailed data than can drive strategy decisions on establishing and executing the right CX initiatives. It also provides drill-down capability for deeper analytics.
NPS Prism was created by Bain & Company, based on its proven methodology for improving customer experience. Bain invented the Net Promoter Score® and the Net Promoter System®, and developed this methodology through its work with hundreds of companies on customer experience transformations that incorporate NPS. That same expertise is at the heart of this unmatched customer experience benchmarking service.
NPS Prism offers a choice of three subscription tiers—Platinum, Gold and Silver—allowing you to access the combination of data and services that best fits your organization's needs.
Bain created the Net Promoter Score® and the Net Promoter System®, both now used by hundreds of leading companies around the world to improve customer advocacy and loyalty, and to inspire employees to develop a customer-centric culture. Read our loyalty insights and explore our other resources to find out what NPS is and what it can do for your organization.
NPS Prism is currently available for:
- U.S. Retail Banking and Wealth Management
- US Small and Medium Business Banking
- Canadian Retail Banking and Wealth Management
- Turkey Retail Banking and Wealth Management
- Thailand Retail Banking and Wealth Management
- U.S. Consumer Telecommunications
- Australia Consumer Telecommunications
NPS Prism will soon expand to:
- U.K. Retail Financial Services
- Indonesia and Singapore Retail Financial Services
- 10 additional industries
No other source of customer experience NPS benchmarks comes close to the depth and reliability of NPS Prism.Contact us
Featured Team Members
Customer Experience LeadershipCustomer Experience Leadership
Pinpoint the customer experience improvements that produce outsized results
Elements of Value®Elements of Value®
Elements of Value® provides a framework and empirical basis to identify—in B2C or B2B businesses—what really matters to your customers and how to deliver it most effectively.
Net Promoter System®Net Promoter System®
Focus on earning the passionate loyalty of customers while inspiring the energy, enthusiasm and creativity of employees to accelerate profitable, sustainable organic growth.
Net Promoter® for PeopleNet Promoter® for People
Unleash the energy, enthusiasm and creativity of your workforce to fuel productivity and innovation.
Information technologyInformation technology
Le aziende hanno bisogno di organizzazioni tecnologiche che favoriscano la loro strategia anziché ostacolarla. Bain vi aiuta a prendere decisioni affidabili in campo tecnologico e a garantire che la vostra organizzazione IT possieda doti di flessibilità e di efficacia e sia in grado di aprirsi la strada nel fermento delle ultime tendenze per produrre risultati duraturi.
Advanced AnalyticsAdvanced Analytics
La practice Advanced Analytics di Bain fornisce ai clienti tre servizi: Sviluppiamo strategie di advanced analytics, aiutando i clienti a ottenere vantaggi competitivi dai dati e dalle capacità analitiche a loro disposizione. Implementiamo gli advanced analytics per supportare le decisioni, aiutando i clienti a migliorare l’efficacia e l’efficienza operativa mediante usi innovativi di dati e analisi. Aiutiamo i clienti a creare l’organizzazione e le capacità relative agli advanced analytic richieste per l’esecuzione delle strategie e l’uso delle applicazioni di supporto alle decisioni. Supportiamo l’organizzazione e la creazione delle competenze con il nostro approccio esclusivo alla gestione del cambiamento, denominato Results Delivery®. Questi tre servizi sono strettamente integrati nelle più ampie competenze settoriali e nei servizi di consulenza di Bain. Inoltre, sebbene alcuni settori siano più avanti di altri nell’uso degli analytic, i big data offrono a tutte le aziende l’opportunità di migliorare la performance. Le ricerche di Bain dimostrano che il vantaggio competitivo acquisito grazie agli analytic è reale: le aziende che sono in grado di sfruttare le evidenze analitiche, per modificare l’operatività o migliorare prodotti e servizi, hanno il doppio delle probabilità di collocarsi nel primo quartile per performance finanziaria nei rispettivi settori.