Improved Customer Experience Can Equal Higher Net Promoter Scores For Banks And Retailers
Investments in customer experience improvements are likely to drive higher Net Promoter Scores (NPS). Forrester tested the strength of the correlation between customer experience quality — as measured by our Customer Experience Index (CxPi) and NPS — in two industries: banks and retailers.
This report presents the results of those findings, which help customer experience professionals at companies that use NPS as a strategic business metric prove that the work they do matters.
This report was July 14, 2011 | Updated: August 1, 2011.