Trends Report

The Business Impact Of Improving NPS: Nine Of 11 Industries Should Eliminate Detractors

How NPS Drives Business Results Across Seven Scenarios

 and  four contributors
Jan 06, 2025

Summary

If your company uses Net Promoter Score℠ (NPS), you must be able to answer two questions: 1) Is it better for the business to move detractors to passives or passives to promotors or is it something else? and 2) what is it worth to increase NPS? This report answers these questions based on Forrester’s analysis of how NPS drives business growth in seven scenarios across 11 industries. Customer experience (CX) leaders can use this report to improve their case for CX, identify urgent CX improvements, and set more effective NPS targets.

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