Last year CustomerGauge commissioned the largest ever NPS® industry survey. The results showed that while the industry has come a long way, there are still gains to be had.
This year we’ll be asking similar questions to baseline results and measure incremental NPS improvements, in addition to questions on retention, revenue and ROI. To gain a deeper understanding of customer experience across industries, we are also delighted to announce our collaboration with the MIT Center for Information Systems Research (CISR). As part of the MIT Sloan School of Management, MIT CISR researches digital transformation and operational excellence as related to CX and the management/use of IT.
We appreciate the time invested to complete this longer survey. At the end of the survey, we will create an individualized program assessment report for your company. This report will help you evaluate your program maturity vs. other competitors in your industry and provide focus to improve your program moving forward.
Thank you again for participating in our 2017 NPS and CX benchmark survey!
Jørgen Bo Christensen
VP of Research & Product Management