[mdorazio]

Because if you're a big company you don't run your own surveys - you pay one of the big CX companies like Maritz, Medallia, InMoment, etc. to run them for you or for smaller feedback not requiring a full management system you hire one of the 100+ research firms to do it for you. Because these firms run surveys for tons of clients, they generally have standard practices for how & when feedback is collected and are willing to share industry-standard benchmarks for things like NPS. I worked with two of the names above on a 2-year stint with a major auto manufacturer that sent over a million surveys a year and NPS comparisons were one of many tools used to get meaning out of responses.