Decision Tool

Use The CSAT Impact Simulator In Your CX Prioritization

February 21st, 2024
Niraj Patel, null
Niraj Patel
With contributors:
Rick Parrish , Rebecca Rose , James Williams , Brianna Karls , Shayna Neuburg


Prioritizing projects is a critical part of a successful customer experience (CX) program but challenging for many businesses. CX professionals often struggle to determine which experiences are important to customers, which experiences influence customer loyalty behaviors, and the estimated impact of improving those experiences on key metrics. Forrester developed a CSAT Impact Simulator for each industry using the customer satisfaction (CSAT) data from the 2023 Customer Experience Benchmark Survey to help CX professionals in their prioritization efforts.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.