Decision Tool

The Forrester CX Metrics Goal-Setting Tool

April 25th, 2023
Andrew Pelletier
With contributors:
Rick Parrish , Daniel Portillo , Ellen Lind


Customer experience (CX) leaders must set goals for standard CX beacon metrics. This customizable tool provides a structured approach for setting quantitative targets for common CX metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT). Once you input company-specific historical CX data and planned CX improvements, an exponential smoothing forecasting algorithm will generate a forecast that facilitates effective goal setting. Please contact Forrester if you need help using this tool or interpreting its results. If the tool’s limited capabilities don’t meet your organization’s needs, reach out to Forrester for advice on creating custom models specific to your business.

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