Decision Tool

Use The NPS Impact Simulator In Your CX Prioritization

August 2nd, 2021
With contributors:
Brian Mukasa , Harley Manning , Nolan Greenup , Niraj Patel , James Williams , Shayna Neuburg

Summary

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 an NPS Impact Simulator for each industry using the Net Promoter Score℠ (NPS) data from the 2021 Customer Experience Index (CX Index™) survey to help CX professionals in their prioritization efforts.

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