As part of our annual U.S. consumer benchmark study, we calculated the Net Promoter® Score (NPS®) of 294 organizations and found a strong, positive relationship between this score and a company’s performance on our XMI Customer Ratings – Overall score. This consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with companies in 20 different industries. For more information and benchmark results on consumers’ customer experiences, check out the full ROI of CX, 2019 report.


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