GetFeedback

MAY 23, 2019

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

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NPS Net Promoter Score CEM Metrics 308

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

GetFeedback

JUNE 22, 2019

You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. What is Net Promoter Score (NPS)? The NPS question starts with, “ How likely are you to recommend our company to a friend or colleague?” The same goes for your NPS survey.

NPS 304

NPS Net Promoter Score Feedback Brands 304

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., Break transformation into manageable phases (e.g.,

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Leadership B2B B2C Net Promoter Score 238

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

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Metrics Net Promoter Score NPS Effort Score 270

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies.

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NPS Net Promoter Score Reference Metrics 247

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. A combination of these metrics can help provide a complete picture of customer loyalty to identify areas for improvement. A high NPS indicates strong loyalty.

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Loyalty Net Promoter Score Social Media Loyalty Programs 195

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. The real value doesn’t come from knowing your NPS is 70 or 0. Here are 5 ways to turn your NPS survey results into actionable insight.

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NPS Net Promoter Score Insights Connections 246

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. To measure customer happiness, turn to CSAT, CES, and NPS. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. Net Promoter Score (NPS).

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Metrics Measurement Net Promoter Score Customer Service 199

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. For example, the average time in queue and resolution time are often used as call center metrics.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 219

Metrics 2019 Customer Care Measurement 219

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. NPS surveys help collect feedback from both types of customers.

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2024 ROI Net Promoter Score Multi-Channel 195

eglobalis

JUNE 27, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

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Customer Experience Customer Centricity Net Promoter Score Government 460

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. NPS involves one simple question: How likely are you to recommend us to a friend or colleague? The standard NPS question. NPS calculation. So now that you know how to calculate NPS, the real question is….why

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NPS Net Promoter Score Measurement Metrics 210

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Last year I wrote an article about The Employee Hierarchy of Needs , and at the top of the pyramid is fulfillment.) Its not which is best.

2025 75

2025 Article Customer Service Loyalty Programs 75

GetFeedback

SEPTEMBER 20, 2019

How to use NPS, CES and CSAT to measure customer loyalty and improve the customer experience across the entire organization.

NPS 170

NPS Metrics Loyalty Measurement 170

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Net Promoter Score Driver # 2: Make it Easy For Your Customers To Get Help Making it easy to get help is the third most important driver of NPS. Take The Lead! Book your meeting today

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

GetFeedback

FEBRUARY 7, 2020

Customer satisfaction is a common metric used to measure customer happiness. Net Promoter Score (NPS). To calculate your NPS, subtract the percentage of detractors from the percentage of promoters. Pro Tip: At GetFeedback, we recommend using an automated NPS program to send out targeted surveys.

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NPS Net Promoter Score Effort Score Measurement 199

Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. It’s a straightforward metric that many businesses use to celebrate their customer satisfaction. But here’s the catch: a high NPS doesn’t always mean everything is going perfectly. Measuring NPS should be just a part of your overall CX strategy, not the sole focus.

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NPS Net Promoter Score Customer Satisfaction Feedback 146

CSM Magazine

MARCH 13, 2025

In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success. The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. At its core, satisfaction metrics are the compass for strategic planning.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162

Metrics Net Promoter Score Customer Experience NPS 162

Wootric

NOVEMBER 4, 2020

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ). What is Net Promoter Score (NPS)? However, NPS surveys are high level.

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NPS Net Promoter Score Metrics Effort Score 122

GetFeedback

MARCH 17, 2020

The top CX metrics—NPS, CSAT and CES—and how to use them successfully.

Metrics 221

Metrics Customer Experience NPS Customers 221

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

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Net Promoter Score Metrics NPS Customer Satisfaction 141

CSM Magazine

MARCH 17, 2025

Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. Benefits: These insights not only improve CSAT and NPS scores, but they also ensure youre directing resources to areas that directly impact revenue.

NPS 52

NPS Net Promoter Score E Commerce E-support 52

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 159

Metrics Customer Service Workshop Measurement 159

GetFeedback

JANUARY 19, 2020

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . Structured questions also make it easy to calculate scores such as NPS, CSAT, or CES. . Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

JANUARY 7, 2025

This article offers a step-by-step approach to creating your CX strategy from setting a vision to implementing and refining your plan to empower you to turn CX into a true revenue generator for your organization. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Have questions?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Retently

JULY 17, 2018

To be honest, benchmarking NPS ® is a complicated process. To prove that let’s look at the Verizon NPS score , which is 32. United with an NPS score of 10, on the other hand, ranks as one of the worst companies in the Airlines. What is a good NPS score? What is a good NPS score?

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Net Promoter Score NPS 2018 Customer Satisfaction 166

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Why a CX Mission Statement Matters — And How to Create One. Article] Want Greater CX Success? Related: [Free Resource] Try our Customer Lifetime Value & Key Metrics Calculator. Build Your CX Success Statement.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Thematic

FEBRUARY 9, 2025

In our article about why customer sentiment analysis matters , we introduced you to Maya Angelou's famous quote: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Isn’t NPS enough? They might not work on customer reviews.

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NPS Sports Net Promoter Score Hotels 62

Alida

NOVEMBER 10, 2016

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects. Source: netpromotersystem.com.

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Net Promoter Score NPS Metrics 2010 208

Retently

FEBRUARY 20, 2023

RFM and NPS are widely used in ecommerce for these purposes. For a quicker result, NPS will do the job as it assesses customer attitude and loyalty to the brand. While different in their approach, NPS and RFM are important metrics that help ecommerce businesses better understand their customers and drive growth.

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NPS Customer Satisfaction Loyalty Net Promoter Score 142

Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. They discussed the idea of NPS, and Scott wanted Fred to meet with the CEO immediately. Episode Overview.

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NPS Net Promoter Score 2003 2007 163