Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers
July 14, 2011
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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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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