Forrester

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• Report Net Promoter Benchmarks, 2019 (US)

  Net Promoter Scores Of 260 Organizations Across 16 Industries

  November 7, 2019 | Maxie Schmidt-Subramanian

  Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

• Report The Canada Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  July 15, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...

• Report The Canada Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  March 4, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer...

• Report The US Luxury Auto Manufacturers Customer Experience Index, 2018

  How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  June 20, 2018 | Brendan Miller, Alex Causey

  How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven luxury auto brands that we analyzed as part of the...

• Report The US Mass Market Auto Manufacturers Customer Experience Index, 2018

  How US Mass Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  June 20, 2018 | Brendan Miller, Alex Causey

  How well do leading mass market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass market auto brands that were...

• Report The US Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  June 19, 2018 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer...