Why Read This
Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as measured by our Customer Experience Index (CxPi) and NPS — in two industries: banks and retailers. This report presents the results of those findings, which help customer experience professionals at companies that use NPS as a strategic business metric prove that the work they do matters.
Tags: Banking, Consumer Retail & CPG, Customer Experience Management, Customer Relationship Management (CRM), Customer Satisfaction Surveys, Financial Services, Marketing & Strategy, Multichannel Customer Experience, Net Promoter Score (NPS), Packaged Applications, Retail