Trends Report

Net Promoter Benchmarks, 2020 (US)

Net Promoter Scores Of 250 Organizations Across 14 Industries

October 23rd, 2020
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Brian Mukasa , Harley Manning , Nolan Greenup , Michelle Yaiser , Shayna Neuburg

Summary

Almost half of firms recently surveyed by Forrester use Net Promoter ScoreSM (NPS) as a key performance indicator for the success of their customer experience (CX) efforts. In 2020, we saw many positive shifts compared to 2019. While NPS and the Customer Experience Index (CX Index™) are correlated, they don’t measure the same thing. NPS is a loyalty metric, while the CX Index a CX quality metric. In this report, we provide benchmark data that enables CX professionals to look at how well their firm performs compared to 250 brands across 14 industries.

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