Forrester Research Report

The Top 10 NPS Questions Answered

What CX Professionals Should Know About Net Promoter Score

Net Promoter Score® (NPS), though coming in and out of favor over the years, has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve customer loyalty, retention, and acquisition. In this report, Forrester Research answers the most common questions executives have when it comes to adopting NPS. A must read for all customer experience professionals looking to quantify the value of their efforts and understand NPS’ role in today’s data-driven climate.

In this report, you'll learn:

  • How to correctly infuse NPS into your customer experience KPIs
  • A breakdown of the two main components of NPS
  • How to make NPS a beacon metric for your organization

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