NPS Prism is a leading customer experience (CX) benchmarking platform developed and owned by Bain & Company, one of the world's top management consulting firms. Launched in 2019, NPS Prism was created as a natural extension of the Net Promoter Score (NPS), a widely used metric for measuring customer loyalty that was also created by Bain & Company's Fred Reichheld. The platform operates as a distinct business unit within Bain, combining the agility and innovative spirit of a fast-paced startup with the deep industry expertise and resources of its parent company. NPS Prism provides a subscription-based Software-as-a-Service (SaaS) solution that offers businesses an unparalleled, outside-in view of their competitive landscape. It is designed to end internal debates and empower business leaders, channel owners, and CX experts to make data-driven decisions with confidence.
The core mission of NPS Prism is to help companies transition from merely collecting customer feedback to understanding the 'why' behind it. The platform achieves this by providing reliable, high-quality NPS benchmarks, allowing organizations to see how they stack up against their direct competitors at a granular level. This includes performance analysis across specific customer journeys, episodes, and channels. By leveraging a robust methodology for sampling, research, and analytics, NPS Prism surveys millions of customers across numerous industries and more than 30 countries. The data, which is refreshed quarterly or semi-annually, enables clients to identify their strengths and weaknesses, prioritize improvement initiatives that will have the most significant impact on customer happiness, and ultimately drive profitable growth. The platform's insights are utilized across various functions, including CX strategy, marketing, product development, and operations, making it an essential tool for any organization committed to achieving customer-centricity.
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