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For Customer Experience Professionals

The Top 10 NPS Questions Answered

What CX Professionals Should Know About Net Promoter Score

November 7, 2019

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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.

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Table of Contents

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

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