Summary
Customer advocacy strengthened in 2022 as many industries saw significant improvements in their average Net Promoter Score℠ (NPS) compared to 2021. Over one-quarter of brands in 2022 had significant improvements in NPS, while only 1% dropped. These findings come from Forrester’s 2022 Customer Experience Benchmark Survey of more than 41,000 Canadian consumers who engaged with 101 brands across nine industries. Customer experience (CX) professionals can use this report to benchmark their NPS against competitors and industry averages.
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