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For Customer Experience Professionals

Net Promoter Benchmarks, 2019 (US)

Net Promoter Scores Of 260 Organizations Across 16 Industries

November 7, 2019

Why Read This Report

Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we provide benchmark data and advice that will enable CX professionals at companies that use NPS in this way to compare how well their firm performs compared to 260 brands across 16 industries.

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Table of Contents

  • Net Promoter Score Is A Beacon Metric And A Benchmark
  • Net Promoter Scores Differ Across Brands And Industries
  • How Forrester Can Help

  • Understand What Drives Your Brand's Net Promoter Scores
  • Supplemental Material
  • Related Research Documents

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