GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Or maybe customers are asking for a service that’s already on the roadmap. New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. The result is a clear roadmap to improvement for your company.

NPS 52

NPS Net Promoter Score Customer Satisfaction Metrics 52

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Thematic

MARCH 30, 2025

Simply put, closing the customer feedback loop means communicating with customers about their feedback —meaning you connect with them about what they said and what you did in response, rather than just sending a generic “Thank you for your feedback” email. In fact, 41% say brand loyalty is tied to an emotional connection.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

InMoment XI

MAY 3, 2024

Foot Locker’s CX programme is not just about collecting data; it’s about making meaningful connections and driving actionable insights across departments. The correlation between NPS scores and operational metrics, demonstrates how improvements in customer satisfaction directly contributes to sales performance.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

eglobalis

OCTOBER 1, 2024

Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. The result?

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Retently

SEPTEMBER 3, 2024

In this article, we’re pulling back the curtain to show you how we leverage our own product to improve and stay connected with our clients. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs. That’s where our NPS recurring survey comes in.

B2B 152

B2B NPS Demo Feedback 152

InMoment XI

DECEMBER 7, 2023

Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. NPS is a great place to start when you’re looking to measure customer experience. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” Be as specific as possible.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

GetFeedback

JANUARY 27, 2020

That means it’s critical that you use quantifiable measurements, such as NPS, CSAT, and CES to provide hard metrics. . By connecting customer feedback with customer data, you’ll create a holistic view of your customer experience that will level up your final insights. . Step 3: Integrate your program with Salesforce.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

Retently

JULY 8, 2024

Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. But here’s the big question: should you run an ongoing NPS campaign, periodic NPS campaigns, or maybe consider a different approach? Brief Explanation of NPS So, what exactly is NPS? Why is it Important?

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

Experience Investigators by 360Connext

OCTOBER 17, 2023

Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. 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. The real challenge is integrating it.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Connect with your customers via an online community. Based on the NPS value, customers are categorized as detractors (1-6), passives (7 or 8), and promoters (9 or 10).

Feedback 195

Feedback Social Media B2C 2024 195

InMoment XI

JANUARY 10, 2023

Relationship data : Gather Net Promoter Score (NPS) data in-app or via emai l, or wherever you interact with customers. Create a roadmap : Allow qualitative feedback to drive your plan for CX improvement. Product may want to know how long a survey respondent has been a platform user. Gather Voice-of-the-Customer (VOC) data (examples).

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Guavus

FEBRUARY 17, 2022

For example, I spend a good portion of my time defending my products’ roadmaps from ‘feature creep’, an ever-increasing list of required bells and whistles to include in the product. Nothing will tank an operator’s NPS (Net Promoter Score) more quickly than poor call quality. Customers will not abide poor call quality.

NPS 98

NPS Net Promoter Score Customer Centricity Social Media 98

Retently

OCTOBER 1, 2019

Below, we’ve explained how Passives contribute to your NPS®, as well as the immense value you might find in paying more attention to their ideas and recommendations by adopting some of these actionable tactics. . NPS by respondents’ segment. Don’t lose sight of the human connection. The result? Bad service.

Net Promoter Score 65

Net Promoter Score Connections NPS Definition 65

Innovative CX

AUGUST 10, 2021

There’s plenty of content in the CX world about NPS, CXi, CSAT, CES, Loyalty, Retention, etc. Combining the two types of metrics helped connect the dots for agents so they knew improving their health metrics would have a corresponding improvement in their performance metrics.

Connections 59

Connections Average Handle Time Customer Experience Contact Center 59

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?

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

SurveySensum

JULY 21, 2022

Free NPS Calculator. Assess the NPS score after Calculation: Methods. What is a bad NPS Score? Benchmark your NPS Score. Frequently Asked Questions (FAQ) about NPS and its calculation. And if you are of the impression that the NPS calculation is filled with a ‘tough-to-crack’ formula then, let me tell you it isn’t!

Net Promoter Score 59

Net Promoter Score NPS 2021 Telecommunications 59

TechSee

DECEMBER 16, 2020

The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration. An industry-first, Visual Remote Assistant is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement. Acuity Brands.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Customer Bliss

AUGUST 3, 2018

There’s a human at the end of all of the decisions and interactions we’re making, and though we have tools to help us, it’s still the human element and thoughtfulness that helps us connect to our customers and provide a worthwhile experience. Social media has ushered in urgency. What Do You Know Now That You Wish You Knew Then?

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Avaya

OCTOBER 10, 2016

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Raising an NPS isn’t easy. Not surprisingly, as our AQI started to go up, so did our NPS. How did we do it?

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

Thematic

MARCH 30, 2025

For instance, connect your helpdesk and survey software, so all teams see the full history of customer feedback. Common measures include customer satisfaction (via follow-up CSAT surveys), Net Promoter Score (NPS) , customer retention/churn rates, support ticket volume, or usage analytics for a product feature.

Feedback 62

Feedback Customer Centricity Culture Customers 62

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Why is NPS ® going up or down? Net Promoter System Net Promoter System, or NPS, consists of the Net Promoter Score and open text feedback.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Retently

MARCH 18, 2024

Surveys come in various types, such as CSAT, NPS, and CES, each providing unique insights into customer satisfaction and loyalty. Essentially, customer service surveys provide businesses with a roadmap to align their services with customer needs and expectations, thereby driving business growth.

Customer Service 119

Customer Service Net Promoter Score Customer Service Representative NPS 119

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? Sorting through the feedback is tough.

Feedback 109

Feedback NPS Roadmap Customers 109

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES? Before we get to the implementation itself, let’s define what exactly NPS, CSAT, and CES mean. NPS is one of the most popular metrics and measures customer loyalty.

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

CX Workout - Ideas Blog

NOVEMBER 3, 2020

3) Little connection between the Employee Experience and Customer Experience. Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Likelihood to Renew or Continue to Use (LTR/LTU) typically leave you with the same question: “Now what?” Connect the Employee Experience to the Customer Experience.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

Gainsight

APRIL 9, 2024

Customer Success sees benefits from increased retention rates, opportunities to grow and expand accounts, and higher NPS. The feedback received within the community can help the Product team improve the roadmap to better align with customer needs. Building a community of belonging is a winning strategy for everyone involved.

Connections 52

Connections Chief Customer Officer E-support Events 52

SurveySensum

MARCH 12, 2025

It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type. With the help of cross-tabulation, you can spot trends, connections, and patterns that might not be clear from unprocessed survey results right away. Which flights? Which routes?

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

InMoment XI

OCTOBER 24, 2023

InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. By zeroing in on pivotal metrics like Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), businesses can tap into the pulse of their customers.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. Many organizations use customer satisfaction or Net Promoter Score (NPS) as the primary metric to determine how well the organization is creating value for customers. Creating a Customer Retention Strategy: A Leadership Roadmap. But how do you know if your customers really are loyal?

Customer Retention 86

Customer Retention Net Promoter Score Customer Centricity Roadmap 86

Thematic

NOVEMBER 18, 2024

It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62