Trends Report

The Canada Net Promoter Rankings, 2023

Industries Lose Gains Made In 2022

January 17th, 2024
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
Rick Parrish , Daniel Portillo , Michael Belden

Summary

Customer advocacy suffered in 2023 as one in five Canadian brands’ Net Promoter Score℠ (NPS) dropped significantly. These findings come from Forrester’s 2023 Customer Experience Benchmark Survey of more than 39,000 Canada consumers who engaged with 100 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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