Summary
Declines in customer advocacy are widespread in 2024, as a disproportional number of brands had significant drops in Net Promoter Score℠ (NPS) relative to the number that increased significantly compared to 2023. These findings come from 43,324 Canadian consumers who engaged with 110 brands across nine industries in Forrester’s Customer Experience Benchmark Survey, 2024. Customer experience (CX) professionals can use this report to benchmark their NPS against competitors and industry averages.
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