ShepHyken

JANUARY 26, 2025

Net Promoter Score (NPS) remains one of the most widely adopted metrics. However, it faces growing criticism, prompting many organizations to favor alternatives like Customer Satisfaction (CSAT) or Customer Effort Score (CES). My Comment: Im a big fan of CX metrics like NPS, CSAT, etc.

Article 66

Article 2025 Customer Service Loyalty Programs 66

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Here are our favorite four CX analysis options to help drive impact in 2025.

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2025 Customer Experience Contact Center Net Promoter Score 52

SurveySensum

MARCH 21, 2025

Already using HubSpot but also want to launch the NPS program? Now you are stuck between constantly switching between HubSpot and your NPS platform. If this sounds similar then you need an NPS tool that integrates with HubSpot and can make your life a little easier! Now which NPS tools integrate best with HubSpot?

NPS 52

NPS 2024 2025 Demo 52

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Why is NPS ® going up or down? Employee Net Promoter Score (eNPS) Employee Net Promoter Score (eNPS) is a customer experience strategy used to measure employee satisfaction and loyalty.

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Definition Net Promoter Score Customer Experience B2C 167

Daniel Group

FEBRUARY 7, 2025

Collectively, this group that mentioned any performance element had an NPS of 79.6%. Those customers who mentioned a performance factor that could have been better had an NPS of only 61.30%. For example, customers who mentioned Communication as a performance factor that could be better had an NPS of 47.1%. All the best for 2025.

Net Promoter Score 52

Net Promoter Score NPS 2025 Blog 52

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? To drive long-term customer success in your business, follow these 9 VoC best practices in 2025: 1. Book a free demo today to learn more.

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2025 Contact Center Omnichannel Net Promoter Score 40

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them.

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NPS Metrics Customer Success Net Promoter Score 106

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS , market research, etc., It is comparatively easy to use and execute.

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2025 Multi-Channel NPS Feedback 52

SurveySensum

FEBRUARY 4, 2025

month Have broad use case, from small to large business Top GDPR-Compliant Survey Platforms in 2025 Finding the right survey platform that balances solid features with GDPR compliance is a tall order. You can design customizable surveys NPS , CSAT, CES, CSI, ENPS, Product Onboarding, and more This is not open-source.

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2025 Multi-Channel Demo User Experience 52

SurveySensum

DECEMBER 2, 2024

It is a robust customer experience solution aimed at helping businesses make sense of NPS , predict churn rates, and get customer feedback. Best Features: Multi-mode integration: CAWI, CATI, CAPI in a survey Flexible, logic-based design of questionnaire using IdCode Easy data export to several format (.sav,xlsx,csv)

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Feedback 2025 2024 Multi-Channel 52

Thematic

FEBRUARY 24, 2025

Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. One example?

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Insights Customer Experience Social Media Net Promoter Score 62

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

Thematic

JANUARY 16, 2025

In fact, over a third of companies plan to integrate NLP into their strategies by 2025. They used Thematic to tackle their Touchpoint Net Promoter Score (tNPS) across customer-facing teams. By analyzing feedback in real time, businesses can track metrics like CSAT and NPS to stay ahead of the game. The result?

Net Promoter Score 62

Net Promoter Score Social Media Feedback Insights 62

Eptica

APRIL 15, 2020

Traditional quantitative customer satisfaction measurements such as NPS and CSAT have always been only able to provide part of the insight picture. Ensure you are looking at the elements within the customer experience and how you can improve them, rather than fixating on NPS or CSAT scores. Share this page on: Tweet.

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Net Promoter Score NPS 2025 2020 95

Totango

FEBRUARY 11, 2022

Technology research firm Gartner projects that by 2025, 80% of B2B interactions between suppliers and buyers will be digital. Go beyond the passive collection of NPS scores by proactively collecting customer feedback via interviews, polls, heatmap software, and other community engagement initiatives.

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B2B Customer Experience B2C Net Promoter Score 114

eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success.

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2025 Net Promoter Score B2B Multi-Channel 347

Kustomer

OCTOBER 7, 2022

Kustomer research indicates that CX professionals believe personalized experiences will be the most important attribute in customer service by 2025. Customer Satisfaction Score (CSAT): CSAT measures your customers’ feelings immediately following an interaction with a customer service agent. Personalize your customer communication.

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Social Media Net Promoter Score Effort Score NPS 107

Thematic

MARCH 2, 2025

With 70% of companies expected to adopt NLP for sentiment analysis by 2025, the future of customer feedback lies in advanced text analytics—and Thematic is leading the way. Customize widgets to track your net promoter score (NPS) , customer satisfaction scores, or other key metrics, and see the impact of your actions over time.

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Social Media Net Promoter Score Feedback Insights 62

Daniel Group

FEBRUARY 7, 2025

Collectively, this group that mentioned any performance element had an NPS of 79.6%. Those customers who mentioned a performance factor that could have been better had an NPS of only 61.30%. For example, customers who mentioned Communication as a performance factor that could be better had an NPS of 47.1%. All the best for 2025.

Net Promoter Score 52

Net Promoter Score NPS 2025 Blog 52

Calabrio

MARCH 22, 2025

Why Its So Critical to Get Contact Center Management Right in 2025 In 2025, the contact center is no longer just a cost center; it’s an essential strategic asset in the pursuit of better customer experiences. High CSAT scores indicate effective service delivery. High NPS scores indicate strong customer relationships.

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Contact Center Management Call Center Measurement 52

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS , market research, etc., It is comparatively easy to use and execute.

2025 52

2025 Multi-Channel NPS Feedback 52

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. Net Promoter Score Net Promoter Scores (NPS) assess the likelihood that customers will recommend your goods and services to their friends, family, and colleagues.

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Metrics Net Promoter Score Advertising 2025 52

Think Customers

JULY 25, 2024

Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. The Inadequacies of NPS NPS is centered on a single question: “How likely are you to recommend us?”

Metrics 40

Metrics Feedback NPS Net Promoter Score 40

ChurnZero

OCTOBER 30, 2020

This chart looks at the number of Sales and Customer Success positions in the tech market over the last 10 years as well as projections for 2025 and beyond. “We This builds a bit on the stats Nick shared – that net retention is such a driver of valuation – but I think you can even predict net retention by satisfaction.”.

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Customer Success Net Promoter Score Sales 2020 93

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.

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NPS Net Promoter Score Metrics 2025 445

Heart of the Customer

JUNE 24, 2021

So, Gartner predicted that, by 2025, 75% of companies will stop using NPS to measure their customer support program. The post Is the Net Promoter Score Really So Bad? I’m calling BS. Now, I am a bit jealous, because it’s great click bait.

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Net Promoter Score 2025 NPS Measurement 68

ViiBE Blog

FEBRUARY 9, 2021

billion USD by 2025. ViiBE also tracks net promoter score (NPS), a metric describing the likelihood of a customer recommending a product to a friend. Importantly, field service management is a rapidly growing industry. The impact of field service management.

2021 52

2021 Management Omnichannel Net Promoter Score 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SmartKarrot

JANUARY 4, 2023

Net promoter score (NPS) is one of those must-have metrics for customer experience. In addition, a positive NPS is always a good indicator of organisational health –your business is growing, there is enough market goodwill, and retention rates are sufficiently high. Understanding the Role of NPS in CS.

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Net Promoter Score NPS 2023 Customer Success 10

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. However, NPS isnt perfect.

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NPS Net Promoter Score E Commerce E-support 118

ChurnZero

JANUARY 10, 2025

2025 still sounds like some far off, distant year in the future to me, with flying cars, robot maids, and all sorts of other sci-fi phenomena. But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!),

2025 52

2025 Customer Success Net Promoter Score 2024 52

SmartKarrot

MAY 2, 2023

Companies can analyze customer sentiment on the basis of key performance indicators (KPIs) such as Net Promoter Score (NPS), First Call Resolution (FCR), or Customer Satisfaction Rate (CSAT).

Social Media 10

Social Media Net Promoter Score Customer Satisfaction Customer Success 10

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. However, as businesses adapt to changing consumer behaviors and expectations, a critical question emerges – ‘ Is NPS still relevant in the ever-changing business environment? ’ Why NPS is Not a Good Metric?

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NPS Customer Experience Metrics Customer Satisfaction 52

BirdEye

MARCH 25, 2025

That simple question is the heart of the Net Promoter Score (NPS) a customer loyalty metric that helps businesses know how customers feel about their brand. However, in 2025, NPS will be more than a metric. Read this blog to calculate NPS and learn how companies use it to create loyal customers.

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Net Promoter Score NPS 2025 Metrics 52

Daniel Group

JANUARY 22, 2025

These elements not only enhance customer satisfaction but also significantly boost Net Promoter Scores (NPS). Collectively, this group that mentioned a performance element had an NPS of 79.6%. However, those customers who mentioned “Communication” as a positive performance factor had an NPS of 89.1%.

Net Promoter Score 52

Net Promoter Score NPS 2025 B2B 52

InteractionMetrics

JANUARY 31, 2025

This guide covers the top customer satisfaction survey companies of 2025. Amplitude Research Amplitude Research offers full-service survey administration and diverse customer research surveys, including net promoter score (NPS) and client testimonials.

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Customer Satisfaction 2025 Metrics Social Media 52