Pete Jacques
Principal Analyst
Speaking At
Author Insights
Blog
2023 Canada Net Promoter Score℠ (NPS) Rankings: Industries Lose Gains Made In 2022
Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
Blog
Net Promoter Score℠ (NPS) US Benchmarks, 2023: Fewer Brands Show Improvement
New analyses from Forrester’s 2023 Customer Experience Benchmark Study reveals that subdued customer advocacy continued in 2023, as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.
Blog
Are You Prepared to Include CX Metrics In Earnings Calls?
If you're considering sharing your CX performance during an earnings calls, here's how to do it right.
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Canadian Customer Experience Quality Falls To A New Low
The Canada Customer Experience Index (CX Index™) rankings for 2023 show brands backsliding on performance. Read about the results, and meet two brands that beat the odds and improved their CX Index scores in a tough year.
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US CX Quality Falls For An Unprecedented Second Consecutive Year
US brands struggled to deliver effective customer experiences in 2023, but some succeeded. Discover the US Customer Experience Index (CX Index™) 2023 results.
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You Asked, We Answered: Questions From Our 2023 CX Predictions Webinar
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
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CX Leaders, Prove Us Wrong: Defy 2023’s Troubling Trends
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
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Questions To Ask When Setting CX Metrics Goals
If you’re responsible for setting CX measurement goals, or for evaluating goals handed down by your executives, consider these points.
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Get Ready For Planning Season: Is Your CX Beacon Metric Still The Best Choice?
Read recommendations for how to select the a CX beacon metric that will work for your organization, including evaluation questions.
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The Canada Customer Experience Index, 2022, Uncovers A Slip In CX Quality
Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.
Blog
The US Customer Experience Index, 2022, Shows That Brands Struggled During The Past Year
Forrester's 2022 Customer Experience Benchmark Study reveals CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.