Frequently Asked Questions About Forrester’s Customer Experience Benchmark Survey

Companies need a way to measure changes in the quality of their customer experience (CX), compare their CX to competitors’ CX, and prioritize improvements. Each year, we field Forrester’s Customer Experience Benchmark Survey to customers of almost 500 brands across 13 industries in 12 countries to help companies meet these goals. In addition to questions used for our proprietary CX Index framework, the survey contains other common CX metrics including Net Promoter Score℠ (NPS), customer loyalty intentions, CX drivers, contextual information, and demographics. In this report, learn more about what the survey asks, who takes it, when it’s fielded, and which brands are included.