Summary
Customer advocacy growth was subdued in 2022, with fewer brands seeing significant improvements in NPS and more brands experiencing significant drops in NPS compared to 2021. These findings come from Forrester’s 2022 Customer Experience Benchmark Survey of more than 96,000 US consumers who engaged with 221 brands across 13 industries. Customer experience (CX) professionals can use this report to benchmark their NPS against competitors and industry averages.
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