Pete Jacques

Principal Analyst, CX Index

Pete is a principal analyst serving customer experience (CX) professionals. He conducts research on consumer trust, loyalty, and decision-making, creating thought leadership to help companies move from CX insights to action. Pete also works extensively with Forrester’s Customer Experience Index (CX Index™) data. In this role, Pete helps clients build stronger customer loyalty and trust through higher-quality customer experiences. He also advises clients on CX measurement and KPIs.

November 19th, 20212 min read

This report compiles Forrester’s body of recent research on a popular KPI, Net Promoter Score (NPS), to help CX leaders understand its value and application.

Research Coverage