Data Overview Report

The US Net Promoter Rankings, 2024

Net Promoter Scores Suffer Steep Declines

October 18th, 2024
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Declines in customer advocacy are widespread in 2024, as a disproportional number of brands had significant drops in Net Promoter Score℠ (NPS) relative to the number that increased significantly compared to 2023. These findings come from 98,363 US consumers who engaged with 223 brands across 13 industries in Forrester’s Customer Experience Benchmark Survey, 2024. Customer experience (CX) professionals can use this report to benchmark their NPS against competitors and industry averages.

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