Benchmarks in Retently

Benchmarks help you understand how your customer experience scores compare to similar companies using Retently. They give you fast context on whether your results are below, at, or above industry standards.

You can find benchmarks anywhere a score is shown on the following pages:

Whenever you see a score, the benchmark indicator appears directly beneath it and shows how your score compares to the industry benchmark.

For each metric, Retently displays a number with a +/- dynamic explaining whether the current score is:

You will also see a numeric difference that shows how many points your score is above or below the industry benchmark. This difference is always expressed in points, not percentages.

Example:

+4 points vs industry means your score is 4 points higher than the benchmark.

Benchmarks are based on aggregated, anonymized data from other Retently accounts using the same metric.

Each metric is benchmarked only against the same metric type.

To keep benchmarking consistent across different scoring systems, the following metrics are normalized into a CSAT equivalent:

This normalization allows Retently to benchmark all of them using the same CSAT-based scale internally.

While Star ratings are normalized into CSAT for benchmarking, the industry average is converted back to a 1 to 5 scale when displayed. This ensures that:

For Emoji and Thumb metrics, the benchmark comparison is still based on their CSAT-normalized values behind the scenes.

Important:

You always see your original metric scale in the interface. The normalization only affects how the industry benchmark is calculated.

Retently does not calculate industry benchmarks for the PMF (Product Market Fit) metric.

PMF results are shown only as your internal performance and trends, without industry comparison.