GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. Most people do because surveys are a great way to gather information from your customers. . B2B VoC programs are still very early on in their development.

B2B 150

B2B Multi-Channel Net Promoter Score NPS 150

Retently

SEPTEMBER 3, 2024

As a leader in customer satisfaction tools, we provide businesses with the means to gather, analyze, and act on critical insights that drive loyalty and growth. Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action.

B2B 152

B2B NPS Demo Feedback 152

Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). NPS (Net Promoter Score) : Would you recommend us?

Management 115

Management Customer Experience Roadmap NPS 115

Lumoa

FEBRUARY 9, 2023

If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction? B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Experience Investigators by 360Connext

JULY 24, 2015

What customer experience metrics will survive? Dashboards showing just customer satisfaction rate as the only customer metric are short-sighted, to say the least. Net Promoter Score (NPS) was the “only” metric that mattered for a while. Who will your customers be?

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference.

NPS 101

NPS B2B 2024 Net Promoter Score 101

Kayako

JUNE 16, 2022

For many years companies believed that customer service was the vanguard for building customer loyalty. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. But what is the Customer Effort Score ?

Effort Score 62

Effort Score Measurement Net Promoter Score Metrics 62

Retently

DECEMBER 10, 2024

Retently: The All-in-One Customer Satisfaction Platform Retently is a versatile customer experience management platform designed to help businesses measure, analyze, and enhance customer satisfaction. Pricing: Retently offers tailored plans for Ecommerce and B2B businesses to help manage customer experience data.

2024 78

2024 Multi-Channel NPS Feedback 78

SurveySensum

SEPTEMBER 2, 2019

What is a Customer Satisfaction (CSAT) Survey? A customer satisfaction (CSAT) survey is defined as a set of questions asked to a customer, to gauge their level of satisfaction with a product or service or organization. Why is it important to conduct period customer satisfaction survey questions?

Customer Satisfaction 69

Customer Satisfaction Net Promoter Score E Commerce B2C 69

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback Social Media B2C 2024 195

ChurnZero

OCTOBER 9, 2020

If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. Before we get started, let’s cover: what is a customer satisfaction survey? Now, we’ll delve into the three most popular survey types: NPS (Net Promoter Score).

NPS 75

NPS Customer Satisfaction Net Promoter Score Effort Score 75

InMoment XI

JANUARY 10, 2023

Executives have grown wary of new B2B software that promises to solve all their problems, and middle-management is rarely overjoyed at the prospect of retraining staff on new platforms. It includes the customer data each team needs to make data segmentation and analysis useful. Quality #4: A Strong Understanding of Procurement.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Ultimately, it helps ensure a boost in customer satisfaction.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Usually answers are rated from 1-5 with one being lowest and five highest level of satisfaction. Methodology.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

BlueOcean

OCTOBER 6, 2020

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? How do those NPS and CSAT scores look?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

ShepHyken

JANUARY 20, 2020

Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The principle behind this is that companies create loyal customers by reducing customer effort.

2020 97

2020 Article Customer Service Loyalty Programs 97

delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. No matter what industry a company is in, customer satisfaction is one of the most important measurements of success. The best way to ensure that your company is succeeding in this area is to collect and monitor customer opinions and sentiments.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

ChurnZero

JANUARY 5, 2022

This can be achieved through a Net Promoter Score (NPS)® , Customer Effort Score , Customer Satisfaction (CSAT) Score , or a customer health score. Customer Experience vs. Customer Success : The Differences. That’s not entirely true for B2B customers.

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

TechSee

DECEMBER 22, 2019

Complicated cases drive up costs – while a self-service transaction costs the organization pennies, the average cost of a human agent interaction is more than $7 for a B2C company and more than $13 for a B2B company. The Rock: Calm and positive; doesn’t get ruffled by difficult conversations. But controller agents are a minority.

Call Center 124

Call Center Contact Center Culture Average Handle Time 124

Lumoa

APRIL 24, 2018

"NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Thomas Laursen Chief Consultant at Customer Agency, NPS Certified Associate. Andy Hanselman Customer Experience Expert and Speaker. linkedin Why?

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

InteractionMetrics

APRIL 17, 2025

It offers custom question types, logic, and multilingual support, though its analytics are more basic compared to Qualtrics. Best For Small to mid-sized businesses, nonprofits, or solo users who need quick, easy-to-deploy surveyslike customer satisfaction or market researchwithout complex features. vs. Qualtrics 8.7).

E Commerce 40

E Commerce E-support Hospitality NPS 40

SurveySensum

JULY 28, 2020

The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. . It gives you an opportunity to engage with your customers and understand what is working and not working for them. Survey response rates vary with the type of surveys.

B2B 75

B2B Multi-Channel Roadmap Feedback 75

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Customer satisfaction and feedback surveys.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? How Beneficial is the Voice of Customer Framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? How Beneficial is the Voice of the Customer Framework?

B2B 52

B2B Net Promoter Score NPS Feedback 52

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. Sample B2B Customer Experience Lifecycle Milestones for Transactional Feedback.

Net Promoter Score 75

Net Promoter Score NPS Touchpoint B2B 75

ShepHyken

MAY 24, 2019

Nextiva has put together a series of 60+ questions crafted to perfectly fit into the three most common rating scales: Customer Satisfaction (CSAT). Customer Effort Score (CES). Customer Satisfaction Score (NPS). Use a rating scale.

Blog 112

Blog Customer Service Effort Score Customer Satisfaction 112

Thematic

APRIL 21, 2025

If your product is B2B, account management meetings could be another channel. Over time, consistent gathering lets you see trends: maybe complaints about “login issues” spiked after a certain release, or customer satisfaction steadily rose once you improved your documentation. Finally, celebrate improvements.

Feedback 62

Feedback Roadmap NPS Social Media 62

SurveySensum

NOVEMBER 9, 2021

How to achieve an 80% survey response rate for your B2B SaaS? Pre-notify your customers . The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. As a B2B company, you need to aim for high survey response rates.

B2B 52

B2B Feedback Multi-Channel Roadmap 52

Retently

FEBRUARY 9, 2024

These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers. Moreover, customer satisfaction surveys can turn satisfied and loyal customers into advocates for your brand. This data can inform future strategies to enhance overall customer satisfaction.

Feedback 93

Feedback Net Promoter Score Customer Satisfaction Loyalty 93

Kustomer

JANUARY 11, 2022

For example, a B2B organization will rely more on cold email campaigns than a B2C. The common factor is going to be how good your customer service is. How your customers see your overall service has a major impact on awareness and reputation. Increased Customer Satisfaction. Better Brand Awareness and Reputation.

Customer Service 84

Customer Service E Commerce E-support Customer Retention 84

Wootric

OCTOBER 7, 2020

Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving. Wootric specializes in customer experience management for high growth B2B and B2C software-as-service and companies in digital transformation.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

delighted

JULY 19, 2019

The key to evaluating customer sentiment is a critical CX measurement: customer satisfaction. Further reading and resources: 5 reasons why you must care about customer sentiment analysis. Five practical use cases of customer sentiment analysis for NPS. Customer satisfaction. Customer delight.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start!

Definition 60

Definition Net Promoter Score Customer Experience CEM 60