Forrester recently published Net Promoter Score℠ (NPS) rankings for brands in the United States and Canada. As part of our annual Customer Experience Benchmark Survey, we surveyed 98,363 consumers in the United States and 43,324 Canadian consumers, asking about their likelihood to recommend brands they interacted with in the past 12 months as a measure of customer loyalty.
Our analysis revealed:
Overall scores suffered deep decline. NPS fell significantly for the majority of indu...
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