Trends Report

Net Promoter Benchmarks, 2021 (US)

2021 Net Promoter Scores And Industry Rankings For 220 US Brands Across 13 Industries

September 7th, 2021
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Brian Mukasa , Harley Manning , Michelle Yaiser , Shayna Neuburg

Summary

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 85,000 consumers. This report includes the 2021 Net Promoter Scores and industry rankings for 220 US brands across 13 diverse industries, plus data on changes in scores and industry rankings compared to 2020.

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