Essentials Report

Forrester’s Essential Net Promoter Score Research

The Guide To Using NPS As A KPI

February 8th, 2024
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg


Key performance indicators (KPIs) are critical for understanding the performance and health of a business. Measuring the right KPIs helps CX leaders adjust their strategies to deliver superior experiences that ultimately link to overall organizational goals. Net Promoter Score℠ (NPS) is a widely used outcome metric of customer loyalty in large part because of its simplicity. Forrester captures NPS data in its annual Customer Experience Index (CX Index™) benchmark studies to allow brands to compare themselves against direct competitors and disruptors in other industries. This report compiles Forrester’s recent research on NPS to help CX leaders understand its value and application.

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