Essentials Report

Research Overview: Net Promoter Score

The Guide To Using NPS As A KPI

November 19th, 2021
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
Harley Manning , Daniel Portillo , Shayna Neuburg

Summary

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. KPIs can also provide benchmarks against other businesses within the same sector. Net Promoter Score℠ (NPS) is a widely used outcome metric of customer loyalty in large part because of its simplicity. For this reason, 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.

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