The UX-CX Convergence Report 2025
What Are UX Teams Missing From Net Promoter Score (NPS) Initiatives?
Ever tried explaining Net Promoter Score (NPS) to a skeptical executive who calls it a vanity metric? You’re not alone. We spoke with 14 UX, CX, and product leaders, as well as surveyed 50+ UX professionals across various industries, to uncover how teams are actually using NPS today.
This report highlights the intricate relationship between UX and NPS, exploring how experienced teams utilize it, when they overlook it, and which complementary metrics provide them with genuine insight.
Inside, what you'll discover:
How Leading Teams Actually Use NPS
Real insights from 50+ UX, CX and products leaders on their perspective of NPS and how they integrate customer loyalty metrics into their workflow.
Top-Down vs Bottom-Up: What Works
See real-world implementation approaches from successful teams and learn which strategy fits your organization best.
Top NPS Challenges UX Teams Encounter
Understand the pitfalls that teams face with NPS implementation and learn from their experiences to avoid the same mistakes.
Future Trends and Skills You'll Need
Discover what’s reshaping experience measurement and how UX and CX teams can build the skills to lead the future.
Find out what’s really happening with NPS in UX teams across industries.
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About UXArmy
UXArmy is a user research platform that helps teams create products people love. By delivering fast, actionable insights, UXArmy empowers companies to build the right products, faster and with confidence.
