NPS®, CSAT and CES Surveys for Growing Brands
Get actionable insights across every touchpoint of your customer journey.
What Makes or Breaks Ecommerce CX
The six CX pillars that drive loyalty in 2026
We analyzed 1.5M+ ecommerce surveys to map the pillars that shape loyalty and risk. Product & quality is the dominant driver, pricing & value is the only net-negative pillar, and shipping is the most volatile loyalty battleground.
- 80.6% Product & quality positive sentiment
- −55.5% Pricing & value (only net-negative pillar)
- 1.5M+ Surveys analyzed
Survey Response Rate Trends
Why response rates are dropping, and what still works
Across 600 ecommerce brands and 25M+ survey invitations, the data shows where engagement is collapsing and where it is quietly thriving. In-app surveys outperform email by an order of magnitude, and loyal customers respond 2.5× more often than first-time buyers.
- 10× In-app vs. email response rate
- 2.5× Repeat-buyer response lift
- 25M+ Survey invitations analyzed
What is a Good Net Promoter Score?
2026 NPS benchmarks across B2B and B2C
A score of 40 means very different things in different industries. Our 2026 benchmark ranges from 26 to 68, with every analyzed sector now above zero. Financial Services leads the B2B pack.
- 68 Top B2B score (Financial Services)
- 26–68 Cross-industry NPS range
- 14 Industries benchmarked
CSAT: 2026 Industry Benchmarks
Where every industry stands and who moved fastest
Consulting and Digital Marketing tie at the top with 83, while Communication & Media trails at 26. The biggest story of the year is Healthcare, which dropped 24 points YoY for one of the steepest declines on record.
- 83 Top score (Consulting & Digital Marketing)
- 26 Lowest score (Communication & Media)
- −24 pts Healthcare YoY drop (81 → 57)
Trusted by the world's best brands
Collect & Act on Customer Feedback
Turn customer feedback into winning decisions across your entire customer journey.
Omnichannel Surveys
Send targeted NPS, CSAT and CES surveys via email, SMS, and in-app, timed to key moments in the customer journey.
AI-Powered Insights
Your AI CX agent finds what's breaking, why it matters, and what to do next across surveys, reviews, and tickets.
Automated Actions
Route feedback, trigger follow-ups, and alert your team instantly based on sentiment and urgency.
Journey Tracking
Measure satisfaction at every touchpoint from first purchase to ongoing support.
Ecommerce Ready
Native integrations with Shopify, Gorgias, Klaviyo, and 20+ tools your team already uses.
Close the Loop
Turn detractors into promoters with automated response workflows and team task creation.
Lessons from power users
Get inspired by companies transforming their Customer Experience
PSD tracks customer satisfaction at every stage of their customer journey with Retently
PSD Underwear was founded in 2007 by Curt and Ryan Flaitz with the mission of creating comfortable and stylish underwear for men a...
Read the PSD story
Epic Gardening Achieved an Unmatched NPS Score of 88 Through Community Building
Epic Gardening began as a personal journey of plant growing and quickly transformed into a resource trusted by millions for its practical a...
Read the Epic Gardening story
SpearmintLOVE achieved an NPS of 79 with automated post-purchase surveys
SpearmintLOVE used Retently to automate post-purchase feedback, achieving an NPS well above the ecommerce average.
Read the SpearmintLOVE story