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For Customer Experience Professionals

Executive Q&A: Top 10 NPS Questions Answered For CX Professionals

December 19, 2014

Why Read This Report

Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to measure and improve customer loyalty. Many customer experience (CX) professionals want to know how — or whether — they can use Net Promoter in support of their efforts. In this report, we answer several of the most common questions they ask Forrester. This report is an update to "Executive Q&A: Net Promoter For Customer Experience Professionals," originally published on November 21, 2011.

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Table of Contents

  • 1. What is Net Promoter?
  • 2. Why is Net Promoter so popular?
  • 3. Why is Net Promoter so controversial?
  • 4. Is NPS a good customer experience metric?
  • 5. How do companies tie NPS to financial success?
  • 6. Does NPS work for business-to-business (B2B) companies, too?
  • 7. What are some other metrics that firms use to measure customer experience?
  • 8. Can CX professionals drive improvement in Net Promoter results?
  • 9. Should employee compensation be tied to NPS performance?
  • 10. Should CX professionals pay attention to Employee NPS, too?

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