Benchmark Center
Curadoria DNACX de benchmarks de mercado por métrica e indústria, com fonte, análise e recomendação acionável.
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100 benchmarks · Última revisão 2026-01-15
NPS
Benchmarks de lealdade e advocacia por indústria.
NPS · Software & SaaS
202441
Software companies tend to achieve above-average loyalty due to recurring value delivery.
Recomendação: Focus on onboarding, product adoption and customer success programs.
Fonte: NPSpack Benchmark Report
NPS · Digital Agencies
202448
High-touch service relationships often generate strong advocacy.
Recomendação: Scale referral and case-study programs.
Fonte: NPSpack Benchmark Report
NPS · Education
202438
Education organizations often balance strong engagement with diverse expectations.
Recomendação: Improve learner outcomes and support responsiveness.
Fonte: NPSpack Benchmark Report
NPS · All Industries
202442
Represents average performance across industries.
Recomendação: Target 50+ to differentiate from competitors.
Fonte: NPSpack Benchmark Report
NPS · B2B SaaS
202440
Represents lower bound of strong SaaS performance.
Recomendação: Reduce time-to-value and improve retention.
NPS · B2B SaaS
202470
World-class advocacy benchmark.
Recomendação: Leverage promoters for expansion and referrals.
NPS · All Industries
202450
Companies above 50 generally outperform industry averages.
Recomendação: Systematically collect and act on feedback.
Fonte: NPSpack Benchmark Report
NPS · All Industries
202467
Top-performing organizations achieve exceptional loyalty.
Recomendação: Invest in customer-centric culture.
Fonte: NPSpack Benchmark Report
NPS · Financial Services
202423
Regulated industries often score lower than SaaS.
Recomendação: Simplify customer journeys.
Fonte: NPSpack Benchmark Report
NPS · Healthcare
202418
Complex service environments challenge loyalty scores.
Recomendação: Improve communication and continuity.
Fonte: NPSpack Benchmark Report
NPS · Retail
202428
Customer experience remains primary differentiator.
Recomendação: Optimize omnichannel experiences.
Fonte: NPSpack Benchmark Report
NPS · Technology
202467
Technology leaders maintain strong customer advocacy.
Recomendação: Sustain innovation and customer engagement.
Fonte: NPSpack Benchmark Report
NPS · All Industries
202445
Above-average loyalty level.
Recomendação: Expand promoter engagement programs.
NPS · All Industries
202455
Strong customer advocacy.
Recomendação: Increase referral initiatives.
NPS · All Industries
202460
Excellent customer loyalty.
Recomendação: Leverage customer communities.
NPS · All Industries
202465
Near world-class performance.
Recomendação: Preserve experience consistency.
NPS · All Industries
202430
Moderate loyalty.
Recomendação: Address detractor root causes.
NPS · All Industries
202435
Acceptable performance.
Recomendação: Prioritize closed-loop feedback.
NPS · All Industries
202425
Needs improvement.
Recomendação: Map key customer pain points.
NPS · All Industries
202420
Below average.
Recomendação: Improve service reliability.
NPS · All Industries
202415
Weak advocacy.
Recomendação: Investigate detractor drivers.
NPS · All Industries
202410
Low loyalty.
Recomendação: Review entire customer journey.
NPS · All Industries
20245
Very low advocacy.
Recomendação: Launch recovery initiatives.
NPS · All Industries
20240
Neutral position.
Recomendação: Build promoter base.
NPS · All Industries
202475
Elite performance.
Recomendação: Use advocacy as growth engine.
CSAT
Benchmarks de satisfação por setor.
CSAT · Banking
202683%
Highest-performing sector in benchmark.
Recomendação: Maintain service consistency.
Fonte: Stealth Agents
CSAT · Software & SaaS
202680%
Healthy satisfaction level.
Recomendação: Improve onboarding and support.
Fonte: Stealth Agents
CSAT · Retail
202679%
Competitive satisfaction score.
Recomendação: Optimize customer service speed.
Fonte: Stealth Agents
CSAT · Healthcare
202678%
Average satisfaction level.
Recomendação: Improve communication quality.
Fonte: Stealth Agents
CSAT · Insurance
202677%
Moderate satisfaction.
Recomendação: Simplify claims processes.
Fonte: Stealth Agents
CSAT · Professional Services
202676%
Strong relationship-driven satisfaction.
Recomendação: Strengthen account management.
Fonte: Stealth Agents
CSAT · Utilities
202674%
Infrastructure-related challenges impact satisfaction.
Recomendação: Improve service transparency.
Fonte: Stealth Agents
CSAT · Government
202673%
Public-sector expectations differ from commercial markets.
Recomendação: Simplify citizen journeys.
Fonte: Stealth Agents
CSAT · Airlines
202672%
Operational disruptions impact satisfaction.
Recomendação: Improve proactive communication.
Fonte: Stealth Agents
CSAT · Telecom
202662%
Lowest benchmark among surveyed industries.
Recomendação: Reduce customer effort and billing issues.
Fonte: Stealth Agents
CSAT · All Industries
202678%
General benchmark for comparison.
Recomendação: Target 80%+.
Fonte: Stealth Agents
CSAT · Consulting
202584%
Relationship-driven sector.
Recomendação: Maintain personalized service.
Fonte: Kustomer
CSAT · Hospitality
202582%
Guest experience drives satisfaction.
Recomendação: Focus on service consistency.
Fonte: Kustomer
CSAT · E-commerce
202581%
Convenience strongly impacts scores.
Recomendação: Improve fulfillment experience.
Fonte: Kustomer
CSAT · Internet Providers
202568%
Customer frustration often centers on outages.
Recomendação: Enhance service reliability.
Fonte: Kustomer
CSAT · All Industries
202670%
Good score threshold.
Recomendação: Maintain service quality.
Fonte: RevOS
CSAT · All Industries
202675%
Healthy satisfaction level.
Recomendação: Continue improvement initiatives.
Fonte: RevOS
CSAT · All Industries
202685%
Excellent satisfaction benchmark.
Recomendação: Protect customer experience quality.
Fonte: RevOS
CSAT · Banks
202480%
Strong industry performance.
Recomendação: Increase digital experience quality.
Fonte: SmartWeb
CSAT · Restaurants
202484%
Service quality drives satisfaction.
Recomendação: Standardize guest experience.
Fonte: SmartWeb
CSAT · Airlines
202477%
Travel disruptions influence perception.
Recomendação: Improve operational transparency.
Fonte: SmartWeb
CSAT · Software
202476%
Product usability impacts scores.
Recomendação: Reduce onboarding friction.
Fonte: SmartWeb
CSAT · Social Media
202474%
Trust and moderation affect satisfaction.
Recomendação: Improve user support.
Fonte: SmartWeb
CSAT · Shipping
202477%
Delivery reliability drives results.
Recomendação: Improve visibility and tracking.
Fonte: SmartWeb
CSAT · Automotive
202480%
Service and quality influence satisfaction.
Recomendação: Strengthen ownership experience.
Fonte: SmartWeb
CES
Benchmarks de esforço do cliente em interações.
CES · All Industries
20264.2
Average customer effort score worldwide.
Recomendação: Target 5.0+.
Fonte: Converge
CES · All Industries
20265.0
Represents strong customer experience.
Recomendação: Reduce friction across journeys.
Fonte: Converge
CES · All Industries
20266.0
World-class ease of interaction.
Recomendação: Maintain continuous optimization.
Fonte: Converge
CES · B2B SaaS
20265.2
Healthy customer effort benchmark.
Recomendação: Improve support workflows.
Fonte: Mapster
CES · B2B SaaS
20265.8
Excellent customer effort score.
Recomendação: Expand self-service capabilities.
Fonte: Mapster
CES · All Industries
20266.5
Exceptional performance.
Recomendação: Preserve frictionless experience.
Fonte: Mapster
CES · All Industries
20267.0
Maximum benchmark score.
Recomendação: Use as aspirational target.
Fonte: Mapster
CES · All Industries
20264.5
Slightly above average.
Recomendação: Identify journey friction points.
Fonte: Converge
CES · All Industries
20264.8
Approaching good performance.
Recomendação: Optimize support channels.
Fonte: Converge
CES · All Industries
20265.3
Strong customer experience.
Recomendação: Expand automation.
Fonte: Converge
CES · All Industries
20265.5
Above-target score.
Recomendação: Maintain consistency.
Fonte: Converge
CES · All Industries
20265.7
High ease-of-use perception.
Recomendação: Continue journey simplification.
Fonte: Mapster
CES · All Industries
20264.0
Average performance.
Recomendação: Focus on root-cause analysis.
Fonte: Converge
CES · All Industries
20263.8
Below average.
Recomendação: Reduce handoffs and delays.
Fonte: Converge
CES · All Industries
20263.5
High customer effort.
Recomendação: Redesign customer journeys.
Fonte: Converge
CES · All Industries
20264.1
Near global average.
Recomendação: Benchmark against competitors.
Fonte: Converge
CES · All Industries
20264.3
Slightly above average.
Recomendação: Improve self-service tools.
Fonte: Converge
CES · All Industries
20264.6
Healthy score.
Recomendação: Continue process improvements.
Fonte: Converge
CES · All Industries
20264.9
Near good threshold.
Recomendação: Focus on issue resolution speed.
Fonte: Converge
CES · All Industries
20265.1
Good customer experience.
Recomendação: Scale successful practices.
Fonte: Converge
CES · All Industries
20265.4
Strong performance.
Recomendação: Invest in automation.
Fonte: Converge
CES · All Industries
20265.6
High customer ease.
Recomendação: Monitor consistency.
Fonte: Mapster
CES · All Industries
20265.9
Near world-class.
Recomendação: Maintain frictionless support.
Fonte: Mapster
CES · All Industries
20266.2
Outstanding performance.
Recomendação: Share best practices internally.
Fonte: Converge
CES · All Industries
20266.4
Elite customer experience.
Recomendação: Protect experience quality.
Fonte: Converge
Churn
Benchmarks de churn por segmento e estágio SaaS.
Churn · Enterprise SaaS
20260.5%-1% monthly
Enterprise customers exhibit strong retention.
Recomendação: Invest in expansion revenue.
Fonte: ChurnNote
Churn · Mid-Market SaaS
20261%-2% monthly
Moderate churn expectations.
Recomendação: Improve onboarding and adoption.
Fonte: ChurnNote
Churn · SMB SaaS
20263%-5% monthly
Higher churn due to lower switching costs.
Recomendação: Increase engagement frequency.
Fonte: ChurnNote
Churn · Consumer SaaS
20265%-7% monthly
Highest churn among SaaS segments.
Recomendação: Improve product stickiness.
Fonte: ChurnNote
Churn · B2B SaaS
20245%-7% monthly
Common SaaS benchmark range.
Recomendação: Track cohort retention.
Fonte: RealGrowthMetrics
Churn · Consumer Software
20246%-9% monthly
Volatile customer base.
Recomendação: Improve recurring value delivery.
Fonte: RealGrowthMetrics
Churn · SMB SaaS
202631%-58% annual
High churn risk segment.
Recomendação: Focus on activation and adoption.
Fonte: SaaS Community Research
Churn · Mid-Market SaaS
202611%-22% annual
More stable customer base.
Recomendação: Expand customer success programs.
Fonte: SaaS Community Research
Churn · Enterprise SaaS
20266%-10% annual
Strong retention profile.
Recomendação: Drive account expansion.
Fonte: SaaS Community Research
Churn · MarTech
202618% annual
Competitive category.
Recomendação: Differentiate through outcomes.
Fonte: SaaS Community Research
Churn · Developer Tools
20268% annual
High product stickiness.
Recomendação: Deepen integrations.
Fonte: SaaS Community Research
Churn · EdTech
202624% annual
Budget cycles impact retention.
Recomendação: Align contracts to academic cycles.
Fonte: SaaS Community Research
Churn · FinTech
202612% annual
Moderate retention profile.
Recomendação: Increase switching costs through integrations.
Fonte: SaaS Community Research
Churn · AI SaaS
202645%+ annual
Emerging category with volatility.
Recomendação: Focus on measurable ROI.
Fonte: SaaS Community Research
Churn · SaaS
20255%-8% monthly
Average early-stage retention.
Recomendação: Improve onboarding.
Fonte: Lifecycle Benchmark Research
Churn · SaaS
20253%-4% monthly
Improving retention maturity.
Recomendação: Build customer success motion.
Fonte: Lifecycle Benchmark Research
Churn · SaaS
20252%-3% monthly
Healthy retention.
Recomendação: Expand customer advocacy.
Fonte: Lifecycle Benchmark Research
Churn · SaaS
2025<1% monthly
Exceptional retention performance.
Recomendação: Scale expansion revenue.
Fonte: Lifecycle Benchmark Research
Churn · Healthcare SaaS
20267.5% monthly
Regulatory complexity affects retention.
Recomendação: Strengthen customer enablement.
Fonte: SaaS Industry Discussion
Churn · EdTech
20269.6% monthly
Among the highest SaaS churn rates.
Recomendação: Increase renewal engagement.
Fonte: SaaS Industry Discussion
Churn · Enterprise Software
20263%-5% annual
Excellent retention characteristics.
Recomendação: Focus on expansion revenue.
Fonte: SaaS Industry Discussion
Churn · Enterprise SaaS
2026<0.5% monthly
Best-in-class retention.
Recomendação: Preserve customer value delivery.
Fonte: ChurnNote
Churn · Mid-Market SaaS
2026<1% monthly
Strong retention benchmark.
Recomendação: Scale account management.
Fonte: ChurnNote
Churn · SMB SaaS
2026<3% monthly
Healthy SMB retention.
Recomendação: Improve activation and adoption.
Fonte: ChurnNote
Churn · Consumer SaaS
2026<5% monthly
Strong B2C retention.
Recomendação: Increase recurring engagement.
Fonte: ChurnNote
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