Trends Report

The State Of CX Measurement Practices, 2022

Global Survey Highlights That CX Pros Must Improve How They Measure CX Performance And Prove ROI

January 31st, 2023
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Rick Parrish , Colleen Fazio , Rachel Kwon , Michael Green , Daniel Portillo , Shayna Neuburg

Summary

A new Forrester global survey shows that organizations’ customer experience (CX) measurement practices have room for improvement. Executives focus on Net Promoter Score ℠ (NPS) while their organizations have gaps in their CX measurement frameworks. CX teams depend on surveys to measure CX despite being unable to guarantee data quality. They can do more to engage stakeholders on measurement. And organizations miss opportunities to empower employees who are accountable for CX metrics. This report reviews these and other insights from Forrester’s 2022 State Of VoC And CX Measurement Practices Survey.

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