New NPS and CSAT report ranks retailers, uncovers industry trends
The ForeSee Experience Index (FXI): Retail NPS® and Satisfaction Report released earlier this month reveals that a diverse group of retailers are winning on customer experience (CX).
The report analyzes brand-level customer experience data from 40,000+ shoppers for 100 top U.S. non-grocery retailers (based on revenue), as well as 15 leading retailers in both the U.K. and Canada.
New insights on the customer journey
The FXI: Retail NPS® and Satisfaction Report goes beyond rankings to highlight trends in the increasingly complex retail customer journey, including that:
- Today’s shoppers seek out and incorporate digital waypoints into their journeys
- 42% of shoppers are using multiple channels and touchpoints before purchasing
- Multichannel shoppers are 16% more likely to purchase than single-channel shoppers
For more insights, and the full list of retailer rankings, download the report today here. If your brand is featured in the report and you want a closer look at your customer data, request a briefing with one of our CX experts today. You’ll get a personalized scorecard like the example below for Apple.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.