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For Customer Experience Professionals

Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

July 14, 2011

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Why Read This Report

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.

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