Trends Report

Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

November 9th, 2012
Megan Burns, null
Megan Burns
With contributors:
Harley Manning , Carla O'Connor

Summary

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to grow" doesn't provide insight into why people will promote (or pan) a product or service. Forrester's Customer Experience Index (CXi) helps solve that problem by adding another layer of understanding. The CXi breaks customer perceptions into three buckets —meets needs, easy, and enjoyable — revealing the fundamental drivers of customer experience success. By understanding how these two important metrics work together, customer experience professionals can use NPS as an overall measure of company health that unites employees and CXi as a gauge of what they did right — for whom and at which point along the customer journey.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.