Is Your CX Strategy Leaving Money On The Table?

Measure the ROI of your CX/NPS Program and turn customer experience into Business Growth

Many businesses invest in customer experience (CX) without ever seeing the financial impact. But what if you could directly link NPS improvements to revenue growth, market share gains, and customer loyalty? At Engaged Strategy, we have helped organisations do just that – transforming CX into a measurable competitive advantage.

Why Measuring CX/ NPS ROI Matters

Investing in CX or NPS without tracking its financial impact is like navigating without a compass. Businesses need to understand how customer satisfaction influences revenue, retention, and growth.

The Financial Impact of NPS Growth

• In our B2B studies where the clients of a brand can select more than supplier we noticed that a 1-point increase in NPS drives an increase of 1.25% to 3% in share of wallet or market share.
• Our clients with high NPS scores enjoy 30% to 50% of new sales coming through word-of-mouth referrals.
• International research suggests that companies that prioritise CX outperform competitors in revenue growth and customer retention.

A B2B Success Story

One of our B2B clients experienced an 80+ point NPS increase after implementing Engaged Strategy’s CX transformation roadmap. The result? Higher customer retention, an increase in repeat business and a measurable revenue uplift. Read the full success story here <link to Club Super>

How to Measure the ROI of CX & NPS

To quantify your CX impact, track:

• Propensity To Buy Additional Products & Services – What impact does CX have of customers buying additional products and services?
• Retention & Churn – Is your NPS increase translating into longer customer relationships?
• Market Share Growth – Are you gaining ground on competitors
• Positive Word-of-Mouth Impact – How many new customers come primarily from referrals?

Negative Word-of-Mouth Impact – How many prospective clients have you missed out on because of negative word of mouth?

At Engaged Strategy, we don’t just measure NPS. We turn it into a growth engine. Let’s make your CX investment work for your bottom line.