Trends Report

The US Net Promoter Rankings, 2023

Fewer Brands See Improvement In Customer Loyalty

December 29th, 2023
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

Subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022. These findings come from Forrester’s 2023 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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