Gather public reviews
We bring together publicly available ratings and review content from supported sources, then associate each record with a business and location.
A clearer view of customer experience.
We turn public review signals into external benchmarks that help you understand how your business compares with its market.
Why it matters
A score needs a point of reference.
A score of 40 can mean something very different in restaurants, banking or travel. It can also change meaning from one city to another.
npsBench organizes public feedback by industry and geography so you can look beyond a single number. Compare a result with its sector, country or city. Use recorded market-index history to explore market changes; company-report scenarios are modeled.
Our index is derived from public reviews. It adds external context to a company’s own survey NPS; the two measures should be read separately.
The process
From public feedback
to market context.
Six connected steps make diverse review data easier to compare.
-
01CollectPublic ratings
and reviews -
02CleanDuplicates and
incomplete records -
03ClassifyBusiness, industry
and location -
04AnalyzeStandardized
review signals -
05BenchmarkComparable
market groups -
06UpdateMonthly market
observations
Under the hood
How the benchmark is built.
Every stage adds structure to the data before a market comparison is published.
How to read a resultClean and standardize
Business records are checked for incomplete information and inconsistent categories. Reviewers are not deduplicated across Google and Tripadvisor; the same person may contribute to both platforms.
Place each business in its market
Businesses are organized by industry, country and city. A relevant comparison starts with the right peer group and geography.
Analyze review signals
Automated and AI-assisted analysis helps process large volumes of feedback and identify patterns consistently across markets.
Calculate the benchmark
Standardized signals are aggregated into market-level benchmarks. Coverage and sample size are considered before a result is presented.
Keep the picture current
The market index publishes monthly benchmarks where data are available. Company reports remain dated snapshots; purchasing all widgets does not include automatic refreshes.
Relevant comparisons
Start broad. Get specific.
Move from an industry baseline to the local market your customers actually experience.
Know your sector.
Compare with organizations that face similar customer expectations.
Read the market.
See how customer experience differs across national contexts.
Get closer.
Use local context where the volume and quality of data allow it.
Reading the data
Use the benchmark with context.
The most useful question is not “Is this score good?” It is “Compared with what?”
01
Compare like with like
Begin with your industry and country. Use city-level context when a local benchmark is available.
02
Check the period and coverage
Data availability and update frequency vary across industries and places. Consider the underlying sample and coverage period.
03
Read it alongside your own feedback
Your surveys and Voice of the Customer program explain what your customers say directly. This index provides an external market signal.
Your company report
Two review sources. One clear comparison.
Find your business on Google and Tripadvisor, then confirm the listings for the same location. Coverage varies; one matching provider is enough to create a report.
How the estimated score works
We group 4–5-star ratings as promoters, 3-star ratings as passives and 1–2-star ratings as detractors. Estimated NPS equals the percentage of promoters minus the percentage of detractors. This is a review-based proxy, not a direct customer survey.
With complete breakdowns from both providers, Combined View gives each provider equal weight: Google 60 and Tripadvisor 40 produce a combined score of 50, regardless of review count. With one usable source, the score uses that source alone. Missing data are not treated as zero.
Ratings and written reviews answer different questions
The score uses available rating breakdowns. AI-assisted aspect-based sentiment analysis (ABSA) identifies strengths and areas to improve from a sample of written reviews: up to 100 in total, including up to 10 from Tripadvisor when available. Theme percentages average available provider shares equally; mention counts remain actual counts. Older pooled analyses cannot always be separated by provider.
A snapshot, with clearly labeled scenarios
Your company report does not refresh automatically. Its weekly chart is an illustrative reconstruction and projection, not measured history. The separate market index uses stored monthly benchmark observations. Market comparisons remain Google-based, so comparisons with combined or Tripadvisor scores are indicative.
See it in practice
Find the benchmark behind your market.
Explore customer experience by industry, country or city.