PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

NPS 82

NPS Measurement CEM 2001 82

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.

NPS 70

NPS Net Promoter Score CEM 2001 70

PeopleMetrics

JUNE 17, 2020

NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. The next step is to figure out how to obtain the customer information needed from that moment of truth, so you can collect customer feedback on that experience. Goals usually include either overall customer satisfaction or NPS.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

JULY 24, 2019

Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Perhaps employees should focus on something other than NPS ? Are you collecting enough customer feedback to define your goals effectively? And what about your basic survey health? Conclusion.

CEM 61

CEM 2001 Hotels NPS 61

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. The 40 Lessons That Turn Customer Feedback into Gold.

CEM 69

CEM Net Promoter Score 2001 Hotels 69

PeopleMetrics

MAY 4, 2020

Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. Did their NPS score rise?

Management 77

Management CEM Hotels 2001 77

PeopleMetrics

NOVEMBER 22, 2019

This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Once customer feedback via VoC begins to roll in, you are not done! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

MARCH 16, 2020

Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 77

CEM 2001 ROI Contact Center 77