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.
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.
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.
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.
Send targeted NPS, CSAT and CES surveys via email, SMS, and in-app, timed to key moments in the customer journey.
Your AI CX agent finds what's breaking, why it matters, and what to do next across surveys, reviews, and tickets.
AI routes feedback, triggers follow-ups, and alerts your team instantly based on sentiment and urgency.
Pipe live feedback into Claude, ChatGPT, your agents, or any MCP client, so insight reaches the tools your team already uses.
Native integrations with Shopify, Gorgias, Klaviyo, and 20+ tools your team already uses.
Turn detractors into promoters with automated response workflows and team task creation.
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