NPS Prism

What NPS Prism is

NPS Prism is a Bain-backed customer-experience benchmarking platform that compares a company’s performance with competitors and highlights customer-journey improvements. It covers 10 industries in more than 30 countries and surveys customers from over 500 companies. Users compare NPS at relationship, product, channel and journey levels, with industry measures that can include wait times, digital failure rates and dispute-resolution rates. Dashboards refresh automatically every 90 days with thousands of new responses. Filters, dashboard customization, data downloads and ad hoc analysis support reporting beyond the platform. NPS Prism describes double-blind third-party panels and demographically balanced samples, refreshed quarterly or semi-annually for selected industries. Generative AI is described as extracting insights to help teams move toward action. Optional services include NPS Uplift, Loyalty Economics and Journey Deep Dive. Subscribers receive a client manager, quarterly discussions, training and ongoing support. Pricing is available on request.

Who it suits

It suits CX, business, analytics, channel, line-of-business and marketing leaders. Teams needing competitor benchmarks and industry-specific journey measures may find its coverage relevant.

Limits

The One Simple Plan includes 15 software licenses, current data and 18 months of historical data. Subscription terms are tailored by industry, geography and upsampling needs.

Getting started

1. Visit the NPS Prism website
2. Book the approximately 30-minute live demo
3. Discuss industry, geography and upsampling requirements
4. Select the tailored One Simple Plan
5. Sign up for web access and use the dashboards

Verdict

NPS Prism combines recurring survey data, competitor benchmarks and configurable analysis for customer-experience teams. Its tailored subscription and industry-based scope require a direct fit and pricing discussion.