Save or Share this Report

For Customer Experience Professionals

The Top 10 NPS Questions Answered

What CX Professionals Should Know About Net Promoter Score

November 7, 2019

Primary author headshot

Authors

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 improve the experiences they deliver to their customers in order to 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: Top 10 NPS Questions Answered For CX Professionals," originally published on December 19, 2014.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

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.

Want to know what will happen in 2020? Visit Forrester's Predictions 2020 Hub, where you can read what's coming next in marketing, customer experience, technology, innovation, and more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • Net Promoter Can Support CX Efforts When Used Correctly
  • Supplemental Material
  • Related Research Documents

Recommended Research