InMoment XI

SEPTEMBER 27, 2023

In the study, the average Net Promoter Score (NPS) for insurance organisations was a respectable +14, placing it in the middle among all verticals in the study. This propels them to the top of the NPS rankings. What’s the Score for Insurance Brands? NFU Mutual has also been recognised by Which?

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

Alida

MAY 11, 2016

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.” Used to measure customer loyalty, NPS asks a single question: “How likely are you to recommend X?”.

NPS 177

NPS Customer Satisfaction Net Promoter Score 2003 177

CloudCherry

DECEMBER 1, 2018

This loyalty translates to an insanely high Net Promoter Score (NPS). And while it’s hard to pinpoint exactly where it stands at any one moment, it’s widely accepted that Apple’s current NPS hovers around 72. Current NPS: 75. Current NPS: 77. Current NPS: 82. – Quote from Nymeo Member. Teachers Credit Union.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint.

NPS 163

NPS Net Promoter Score 2003 2007 163

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . This is the right time to use NPS. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. One example comes from an unexpected industry: utilities.

ROI 269

ROI Measurement Brands Net Promoter Score 269

TechSee

FEBRUARY 10, 2025

This is what AI-driven customer service delivers—efficiency, improved CX metrics like NPS and CSAT, and real ROI to satisfy executive stakeholders. Book a live demo and discover how Sophie AI can reshape your AI-driven customer service, reduce operational costs, and unlock new revenue opportunities. Ready to Transform Your CX?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

Beyond Philosophy

JULY 3, 2017

The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Colin is an international author of five bestselling books and an engaging keynote speaker. The post Miss the Improvements in NPS? However, they would be better off asking, “What’s next?”.

NPS 117

NPS Net Promoter Score 2016 Books 117

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. 5) put profits before purpose.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

TechSee

APRIL 24, 2025

Book a live demo of Connectivity Guru to see how TechSee can transform your end-to-end customer journey. From RMA to ROI: A Smarter Path Forward Returns are expensive. Disconnected customer experiences are even worse. Returns may start with WiFi. But retention? That starts with seeing the solution. Want to See It in Action?

Average Handle Time 109

Average Handle Time Contact Center ROI Connections 109

CloudCherry

NOVEMBER 9, 2018

This loyalty translates to an insanely high Net Promoter Score (NPS). And while it’s hard to pinpoint exactly where it stands at any one moment, it’s widely accepted that Apple’s current NPS hovers around 72. Current NPS: 75. Current NPS: 77. Current NPS: 82. – Quote from Nymeo Member. Teachers Credit Union.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . And in fact, the book argues that it costs more to delight. . The book makes two specific arguments that are key: . Finding no. Finding no.

Loyalty 257

Loyalty Touchpoint Books Article 257

TechSee

JANUARY 19, 2025

Increased Net Promoter Score (NPS): A smoother service experience translates into customers who are more likely to recommend your brand. Book a demo here , we look forward to speaking with you. Conclusion Orchestration is a game-changer. Want to know more about how Sophie AI’s Orchestration can help improve your performance?

Net Promoter Score 109

Net Promoter Score Average Handle Time NPS Demo 109

CloudCherry

MARCH 19, 2019

NPS can’t be your North Star. Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. At what point does increasing NPS have decreasing returns?

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

SurveySparrow

MAY 14, 2020

Net Promoter Score ( NPS ) is one of the easiest ways to gauge the satisfaction level of your customers. While there is no benchmark on the most effective one, NPS is certainly one of them. When you get feedback from your customers in the form of an NPS score, the next step that you need to do is to ask them follow-up questions.

NPS 98

NPS Net Promoter Score Brands Feedback 98

Retently

OCTOBER 18, 2022

In terms of NPS, Amazon’s score is 50% higher than main street stalwart Macy’s. They now have access to Amazon Prime TV entertainment content, and even priority booking for tickets to shows and concerts. This makes shopping with Amazon particularly convenient, boosting NPS and ensuring repeat purchase. Customer-centricity.

NPS 88

NPS Multi-Channel Customer Satisfaction Entertainment 88

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. If you missed our book launch webinar you can attend our webinars with the authors in November.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167

CloudCherry

JULY 18, 2018

Survey for Net Promoter Score (NPS). One of the most popular measures of customer experience is the Net Promoter Score (NPS), which is a measure of loyalty to your brand and an effective method to determine customer likelihood to repurchase, refer friends and family, and resist market pressure to deflect to a competitor.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

Beyond Philosophy

NOVEMBER 10, 2014

A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., The NPS score has been around for years and has seeped its way into business vernacular.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

InMoment XI

FEBRUARY 7, 2024

Here are some of the main feedback signals: NPS Surveys Call Center Data Reviews Social Insights/Spotlight Integrated CX platforms have the power to interpret these varied, disparate signals into a unified view. Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone.

Hotels 195

Hotels Guest Experience Travel 2023 195

InMoment XI

APRIL 3, 2023

So at the recommendation of my supervisor, I read two books that you’re probably familiar with: The Ultimate Question 2.0 NPS made sense. The case studies in the books made sense. We know that when an Above & Beyond employee is recognized, NPS is 5x higher. and Outside In. I started to understand customer experience.

Touchpoint 195

Touchpoint Customer Centricity NPS Feedback 195

GetFeedback

JULY 19, 2019

If you’ve ever written something—a book, a presentation, even a blog post—think of VoC data the way you would think of the writing process. Subsequent NPS/CSAT scores and retention rates. Sixty-two percent of marketers say they feel overwhelmed by the amount of data they have, and 85% are unable to fully utilize that data.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

GetFeedback

SEPTEMBER 24, 2019

If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. Learn how to use customer loyalty metrics (NPS, CES, and CSAT) to improve customer experience and increase retention rates. Guide to Boosting Customer Loyalty.

Loyalty 170

Loyalty NPS Books Article 170

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. But how can you know if it is a good or bad NPS score ? But for that, we must first understand what NPS is and how NPS is calculated. This is the foundational NPS formula. Now, the NPS score can be anywhere between -100 and +100. What Qualifies as a Good NPS Score?

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). We’re revisiting that topic with a fresh point of view. But, you need to know more.

Measurement 158

Measurement Net Promoter Score Customer Satisfaction Books 158

PeopleMetrics

FEBRUARY 11, 2025

Let's dive into Lesson #14 from my book , but with an AI twist that I never would have imagined seven years ago. Imagine walking into your office and seeing not just your current NPS score, but AI-predicted trends and suggested specific actions to improve it.

Voice of Customer 77

Voice of Customer Communication 2025 2017 77

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. There is nervousness about picking a specific Net Promoter Score (NPS) number, which makes sense as we have yet to establish a benchmark.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Beyond Philosophy

AUGUST 15, 2019

With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, joins us to share his wisdom on the subject. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. VOC Data Can Be Deceiving Where Numbers Are Not.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Net Promoter Score (NPS) NPS measures the likelihood of a customer recommending a company’s product or service to others.

NPS 68

NPS Net Promoter Score 2003 Effort Score 68

Inbenta

OCTOBER 30, 2024

The benchmarks for customer service teams include customer satisfaction, NPS, churn, resolution rate, handle time and other metrics that measure customer service quality, effectiveness and efficiency.   Keeping KPIs high during peak periods can be difficult. Ready to take your customer service to the next level?

White Paper 52

White Paper NPS Demo Books 52

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score.

Net Promoter Score 144

Net Promoter Score NPS Presentation Books 144

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. So, what do those high scores translate into, specifically?

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Loyalty 127

Thematic

APRIL 21, 2025

Transactional Net Promoter Score (NPS) surveys can gauge loyalty by asking if the customer would recommend the company after a service experience. Net Promoter Score (NPS): NPS tracks overall loyalty. Watercare used NPS to monitor progress post-crisis and saw scores bounce back as improvements were made.

Feedback 62

Feedback Customer Service Net Promoter Score NPS 62