NPS Prism

What NPS Prism does

NPS Prism is a SaaS customer experience (CX) benchmarking platform wholly owned and operated by Bain & Company, Inc. It provides Net Promoter Score (NPS) competitive intelligence across ten core industries (financial services, automotive, retail and grocery, streaming, telecommunications, utilities, and airlines), covering 500+ companies and 30+ countries. The platform is built on a proprietary double-blind survey methodology developed by Bain and Fred Reichheld (the inventor of NPS), refreshing data every 90 days from over 20,000 respondents per industry and providing the latest U.S. Benchmarks Report dataset representing over 800,000 surveyed customers and 1,000 companies across 15 industries. Core products include the NPS Prism SaaS platform, the Uplift add-on (tailored advisory from Bain CX leaders), US Benchmarks Reports, and the Global Banking NPS Benchmarks Report.

The technology architecture is a cloud-hosted SaaS dashboard offering customizable views, journey-level diagnostics covering 30+ customer journeys per industry, and industry-specific NPS benchmarks. Survey data is collected through a double-blind methodology designed to remove respondent bias because company and Bain involvement remain unknown to respondents; the dataset is then analyzed to deliver product-, channel-, and journey-level insights for use by CX, channel, and line-of-business buyers. The proprietary NPS, Net Promoter, Net Promoter System, and NPS Prism trademarks are registered to Bain & Company, Inc. (alongside NICE Systems, Inc. and Fred Reichheld for the NPS marks), reinforcing the platform's defensibility at the methodology and brand level.

NPS Prism operates an enterprise sales-led go-to-market motion combining field sales, inside sales, and a self-serve SaaS track, with Bain consultant referrals as a flagship channel. Revenue is generated primarily through annual subscription contracts (pricing is quote-based and not publicly disclosed), supplemented by the Uplift advisory add-on and benchmark report monetization. The company is privately held as a productized offering within Bain's consulting portfolio, serves enterprise CX leaders across global markets, and is headquartered in Boston, Massachusetts.

Name

NPS Prism

Legal name

NPS Prism (operated by Bain & Company, Inc.)

Website

https://npsprism.com

Company type

Private

Founded year

2021

Operating status

Operating

Headcount range

51–100 employees

Short description

NPS Prism is a Bain & Company-owned SaaS CX benchmarking platform that delivers quarterly Net Promoter Score (NPS) competitive intelligence across ten industries and 30+ countries, serving enterprise CX, channel, and business unit leaders with double-blind survey data and add-on advisory.

Ownership category

akta.pro rank

Product category

Customer Experience Benchmarking Software

NAICS

Marketing Research and Public Opinion Polling (541910), Marketing Consulting Services (541613)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Competitive Intelligence & Benchmarking (BPAHALAB)

Keywords

• CX benchmarking platform
• Net Promoter Score
• Customer experience analytics
• Competitive benchmarking data
• Voice of customer

Headquarters

HQ city

Boston

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations

Revenue model

1. SaaS Platform Subscription: Subscription-based SaaS platform providing access to NPS benchmarking data, industry reports, and competitive analysis tools with Bain CX expert guidance

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels6 records

Core offering

NPS Prism is a SaaS customer experience benchmarking platform built by Bain & Company that delivers quarterly refreshed Net Promoter Score (NPS) data across more than 10 industries and 30 countries. It enables enterprise CX teams and business leaders to compare their customer loyalty performance against competitors using a proprietary double-blind survey methodology, with optional expert insights via the Uplift add-on.

Product overview

NPS Prism is a CX benchmarking platform built by Bain & Company, offering a unified SaaS platform that provides Net Promoter Score benchmarking data across multiple industries. The core offering consists of the NPS Prism platform itself, combined with its benchmarking reports (US Benchmarks Reports and Global Banking NPS Benchmarks Report), the Uplift advisory add-on for tailored CX insights, and the proprietary survey methodology. The platform surveys customers from over 500 companies, covering 10 industries across 30+ countries, with data refreshed quarterly.

Differentiator

Problem solved

Functional benefit

Products and services

• NPS Prism Platform SaaS CX benchmarking platform providing quarterly refreshed Net Promoter Score data across 10+ industries and 30+ countries. Built for enterprise CX teams and business leaders who need to compare their customer loyalty performance against competitors.
• Uplift by NPS Prism Premium add-on to the NPS Prism platform that pairs benchmarking data with diagnostic insights from Bain & Company CX experts to help clients translate benchmark scores into prioritized actions.
• Industry Benchmark Reports Published benchmarking reports covering specific sectors such as US banking and global banking, providing Net Promoter Score rankings and competitive comparisons for executive audiences.

Quantifiable outcome

• 2x industry growth for loyalty leaders vs competitors
• +3 more outcomes

Named customers6 records

Segments7 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Partnerships

Two partnerships are on record, tiered flagship and core.

• Bain & CompanyflagshipStrategic or Co-development PartnerNPS Prism is built on Bain & Company's expertise from over 3,000 CX projects. The platform provides Bain clients access to tailored insights from CX leaders within Bain & Company. Jason Barro serves as Founder of NPS Prism with Bain backing.
• Fred ReichheldcoreStrategic or Co-development PartnerCreator of Net Promoter Score methodology. NPS Prism was created as a natural next step to provide companies with deeper understanding of NPS scores based on his proven methodology that correlates with core company performance metrics.

Scale indicators6 records

Recent moves6 records

Expansion highlights6 records

Emerging players

• Yabble: Yabble is an AI-driven customer insights and survey analytics provider focused on automated theme detection and feedback synthesis. While not a direct NPS benchmarking vendor, it is emerging as an alternative insight layer for enterprise CX teams that may displace pure benchmarking tools.
• Alida (formerly Vision Critical): Alida is a VoC and customer intelligence platform focused on community-based insights and CX analytics. It competes in the enterprise CX feedback and benchmarking arena with more niche community-led methodology versus NPS Prism's standardized NPS benchmarking.

Direct peers

• CustomerGauge: CustomerGauge is a specialist NPS-focused VoC platform with a particular focus on B2B account-level NPS and benchmarking. It is a direct NPS-centric competitor to NPS Prism, serving enterprise CX teams seeking loyalty measurement and competitive benchmarking.
• Medallia: Medallia is a leading enterprise experience management platform offering CX analytics, NPS/survey capture, and text/voice analytics. It competes directly with NPS Prism in the CX benchmarking and Voice-of-Customer space, targeting the same Fortune 500 buyers with broader workflow capabilities.
• InMoment (formerly MaritzCX/Glance): InMoment is an enterprise VoC and customer experience analytics provider combining survey-based NPS, social listening, and AI-driven action. It competes with NPS Prism for enterprise CX budgets with a broader operational VoC stack.
• Qualtrics: Qualtrics (owned by Silver Lake / CPPIB) provides an experience management platform with survey authoring, NPS benchmarking, and CX analytics. It directly overlaps NPS Prism's NPS benchmarking capability while offering broader VoC, EX, and BX product lines to the same enterprise customer base.

Others

• Bain & Company: Bain & Company is the parent consulting firm and strategic partner that builds the NPS Prism platform and provides expert-led CX advisory. While not a direct software peer, its 3,000+ CX projects practice and co-branded methodology are foundational to NPS Prism's product and distribution.

Broad incumbents

• Forrester Research: Forrester is an established research and advisory firm producing CX benchmark reports (e.g., CX Index) and advisory services. It overlaps NPS Prism's competitive intelligence and benchmarking offering for enterprise buyers, while operating as a much broader research subscription business.
• Kantar: Kantar is a global market research and data analytics firm producing customer experience benchmarks and brand-tracking studies. It overlaps NPS Prism's competitive benchmarking work for large enterprises, though it operates as a broad research house.
• Gartner: Gartner is a global research and advisory firm publishing enterprise CX research and benchmark reports. It overlaps NPS Prism's enterprise benchmarking and insight content, but covers IT, finance, HR, and other adjacent research areas beyond NPS/CX.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about NPS Prism