August 28, 2018 | The XM Blog

What do Amazon, Bath & Body Works, Apple, and Discount Tire Have in Common?


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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.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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