article thumbnail

The problem with customer satisfaction surveys—according to the inventor of NPS

Alida

Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.”

NPS 177
article thumbnail

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). . Free CSAT Calculator.

NPS 278
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

In 2003, he had lunch with Scott Cook, the founder of Intuit. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008.

NPS 163
article thumbnail

Everything You Need to Know About Customer Satisfaction Surveys

ProProfs Chat

But, one thing that is even more valuable is “ Customer Satisfaction ”. Satisfied customers are loyal to a brand. On the contrary, if you don’t care about their satisfaction, they can stop being your customers in a blink, and it will take minutes for them to reach out to your competitor. No brand is perfect.

article thumbnail

5 Customer Satisfaction Metrics You Need to Track

ReviewTrackers

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. You also have to make customer satisfaction a top priority. Customer Satisfaction Metrics: What For? So, how do you measure customer satisfaction?

article thumbnail

To boost customer loyalty, telecom companies need to go beyond NPS

Alida

Looking beyond traditional customer experience (CX) metrics. What might have provided telecom leaders with a better understanding into customer satisfaction 14 years ago ( the same year the Nokia 6010 launched ), may not be relevant today.

NPS 133
article thumbnail

Holiday 2016: 4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season

Provide Support

4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season. With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush. What can you do to minimize the negative effects of the busy season and keep customer satisfaction high?(.).

2016 73