Despite how confident retailers may feel about their ability to relate to the customer, they should always invest more in the shopper experience — because chances are they aren’t doing enough. While 75% of organizations believe themselves to be customer-centric, only 30% of consumers agree with this sentiment, according to research from Capgemini. The organization-consumer divide extends to Net Promoter Score (NPS) — an index ranging from minus 100 to plus 100 that measures the willingness of customers to recommend a company's products or services. For example, 90% of companies believed that their organizations’ NPS had increased by five points over the last three years. But only half of consumers agreed (54%) with this sentiment.