Why Read This
Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to measure and 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. This report is an update to "Executive Q&A: Net Promoter For Customer Experience Professionals," originally published on November 21, 2011.