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.