Net Promoter Score℠ (NPS) is the most widely used gauge for an organization’s CX success. That’s why Forrester measures NPS in its annual Customer Experience Index (CX Index™) survey of more than 38,000 consumers. This report includes the 2021 Net Promoter Scores and industry rankings for 97 Canadian brands across nine diverse industries, plus data on changes in scores and industry rankings compared to 2020.