Trends Report

Gaps In Metrics Hamper VoC And CX Measurement Efforts

Insights From Forrester’s 2023 State Of VoC And CX Measurement Practices Survey

March 13th, 2024
TC
Tyler Castro
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

Forrester’s 2023 State Of VoC And CX Measurement Practices Survey shows that Net Promoter Score℠ (NPS) remains the de facto standard for executives wanting to gauge customer experience (CX) success. It also shows that most CX pros measure CX at the relationship and touchpoint/channel level, but much fewer measure it at the journey level. For those who do measure journeys, surveys remain the most popular method. CX leaders can use this report to compare their approach to tracking CX quality through key CX metrics to the approach of other firms.

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