Trends Report

Frequently Asked Questions About Forrester’s Customer Experience Benchmark Survey

What CX Professionals Should Know About The Survey’s Questions, Sample, And Fielding

March 8th, 2022
Michelle Yaiser, null
Michelle Yaiser
With contributors:
Harley Manning , Daniel Portillo , Shayna Neuburg


Companies need a way to measure changes in the quality of their customer experience (CX), compare their CX to competitors’ CX, and prioritize improvements. Each year, we field Forrester’s Customer Experience Benchmark Survey to customers of almost 500 brands across 13 industries in 12 countries to help companies meet these goals. In addition to questions used for our proprietary CX Index framework, the survey contains other common CX metrics including Net Promoter Score℠ (NPS), customer loyalty intentions, CX drivers, contextual information, and demographics. In this report, learn more about what the survey asks, who takes it, when it’s fielded, and which brands are included.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.