Maxie Schmidt-Subramanian

Why Read This Report Since its introduction in 2003, Net Promoter 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. Many customer experience (CX) professionals want to know how — or whether — they can use Net Promoter in support of their efforts. In this report, we answer several of the most common questions they ask Forrester.

Executives in 45 percent of organizations use Net Promoter Score (NPS) as a customer experience (CX) beacon metric, according to a recent Forrester Research survey. But is NPS the right CX beacon metric for your firm? Lots of CX pros ask us this question, whether their companies have been at CX transformation for a while or are just getting started. Assess the merit of NPS by asking yourself these five broad questions. 1. Is NPS a leading indicator for achieving your organization’s goals?

Most firms love to talk about the value of customers but don’t get value for customers right. That’s ironic because customers that get value create business value in return by increasing profitability and market share. Academia has written about value for customer for decades. But businesses have been sluggish and incomplete in applying it. We asked ourselves: Why is that? How can we do better? What can companies gain if they understand value for customer? What is a CX pros’ role in this?