How To Report

The Top 10 NPS Questions Answered

What CX Professionals Should Know About Net Promoter Score

November 7th, 2019
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Harley Manning , Sam Karpinski

Summary

Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve customer loyalty. Many customer experience (CX) professionals want to know how — or whether — they can use Net Promoter in support of their efforts. In this report, we answer several of the most common questions they ask Forrester.

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