InMoment XI

OCTOBER 10, 2022

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Net Promoter Score (NPS) Survey Statistics & Benchmarks. Source: Zendesk ).

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

InMoment XI

NOVEMBER 21, 2024

Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report. Positive word of mouth helps you attract prospects away from your competitors.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. However, its relevance diminishes with delayed insights.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. Bain & Company [link] Bain, creators of the Net Promoter Score (NPS) framework, continues to push this model despite its increasingly exposed limitations and frustrated results.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. According to Bain & Company , the target NPS response rate for business-to-business brands is 50% higher than the average target for consumer-focused brands. Is your B2B company using NPS effectively?

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

GetFeedback

DECEMBER 21, 2018

consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. billion per year due to avoidable consumer switching. consumers say they’d share more personal information with a company that offers a great experience. ( CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

OCTOBER 29, 2024

If you’re easy to find, contact, and buy from, they’ll become long-term consumers. Net Promoter Score (NPS) Customer churn rate Customer retention rate Social media engagement Customer Loyalty Index (CLI) Customer Satisfaction Score (CSAT) Loyalty is easy to understand, but how do you quantify it?

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

MARCH 13, 2025

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. Implement key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates as part of leadership evaluations and compensation structures.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 97

Net Promoter Score NPS Insurance Airlines 97

Feedbackly

JANUARY 5, 2023

The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?” What is NPS? from the customers.

Net Promoter Score 98

Net Promoter Score NPS Metrics Feedback 98

delighted

JUNE 15, 2021

It’s no secret that Net Promoter Score (NPS) is a leading customer experience metric, used by hundreds of businesses around the world to measure customer loyalty and brand perception. We’re excited to introduce a powerful new metric available to all Delighted users: Employee Net Promoter Score (eNPS) surveys.

Net Promoter Score 98

Net Promoter Score Feedback NPS Metrics 98

InMoment XI

MAY 10, 2022

While this may be true in some markets, many consumers are willing to pay more if they feel the price matches the product’s quality. Sales, coupons, and promotions can also help customers feel like your brand offers a good value. Price your products so that the perceived value is high.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. Net Promoter Score (NPS): Evaluates customer loyalty by asking how likely customers are to recommend your insurance company to others. Accessed 10/17/2024. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

MAY 31, 2022

Of these three, understanding customers’ emotions shouldn’t be given short shrift: 69% of consumers say that emotions count for over half their experiences. These include Customer Satisfaction and Net Promoter Score. Sign up today for free Net Promoter Score, CSAT or Customer Effort Score feedback with InMoment.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

GetFeedback

DECEMBER 26, 2018

Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

InMoment XI

DECEMBER 17, 2024

Look for Someone Who Understands the Customer Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

GetFeedback

SEPTEMBER 13, 2018

It also avoids customers spreading bad press, making it more difficult to get more new customers in the future: 95% of consumers have taken action as a result of a bad experience. And of those consumers, 85% wanted to warn others about doing business with the company. 63% of consumers read negative reviews via social media.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! However, feedback alone cannot direct a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

SEPTEMBER 27, 2023

NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. What’s the Score for Insurance Brands? This understanding can make or break a company’s reputation and long-term success.

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

GetFeedback

NOVEMBER 20, 2018

Zendesk found that 39% of consumers avoid vendors for over 2 years after having a negative experience. Zendesk also found that 95% of consumers share negative experiences with at least one other person—and 54% tell five or more people. Include the Net Promoter Score ® question when relevant.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

InMoment XI

OCTOBER 17, 2024

They also provide crucial context and reasoning behind your customers’ quantitative scores. While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming.

Feedback 195

Feedback Insights Customers Banking 195

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 134

Net Promoter Score Consulting NPS Customer Success 134

GetFeedback

NOVEMBER 19, 2018

Unlike the classic funnel that reflects a time when consumers were less connected to businesses and to each other, the loyalty loop acknowledges the impact that technology and social media have had on most consumers. The Customer Effort Score (CES) asks, “How easy did [organization] make it for you to handle your issue?”

Loyalty 220

Loyalty Net Promoter Score NPS Customer Retention 220

Lumoa

FEBRUARY 9, 2023

It is trusted by 92% of consumers. According to LivePerson’s Connecting with Consumers report , 83% of customers needed some kind of support during their online journey and at the same time Groove mentioned that 82% of customers leave a company because of a bad customer service experience. What metrics should you follow?

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Alida

NOVEMBER 25, 2016

For instance, NewsCorp Australia, a 2016 Visionary Award Finalist for Asia Pacific , runs many studies within its insight community, engaging over 5,000 media consumers regularly. Innovative companies use customer feedback to complement other measures of CX, including the Net Promoter Score , share of wallet and customer satisfaction surveys.

ROI 269

ROI Measurement Brands Net Promoter Score 269

GetFeedback

FEBRUARY 7, 2020

Research shows that an ever-growing segment of consumers is now measuring all brands against a select few customer experience leaders. Net Promoter Score (NPS). Net Promoter Score is a KPI used to measure customer loyalty. You’ll end up with a score between -100 and +100.

NPS 199

NPS Net Promoter Score Effort Score Measurement 199

GetFeedback

AUGUST 16, 2018

After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Each response corresponds to a number (1-7) which is used to calculate your overall Customer Effort Score. Net Promoter Score (NPS).

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

InMoment XI

MAY 17, 2024

Initially, the focus was on identifying the most suitable customer experience metrics , such as Net Promoter Score (NPS) or customer satisfaction scores. By prioritising customer enrichment and ethical practices, brands can establish a deeper connection with consumers, fostering long-term loyalty.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

GetFeedback

MARCH 20, 2019

Research shows that 79% of consumers expect brands to get to know them on a personal level and provide tailored experiences. Start with a quantitative question that you can measure repeatedly over time, like Net Promoter Score® (NPS®) or Customer Effort Score (CES). Keep your questions short.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

InMoment XI

OCTOBER 23, 2024

62% of consumers agree that personalized recommendations are better than general ones. Here are some of the most common customer experience KPIs and methods used in this process: Net Promoter Score (NPS) : NPS is commonly used by banks to measure customer loyalty and the likelihood of customers recommending the bank to others.

Banking 195

Banking Customer Experience Financial Touchpoint 195

GetFeedback

APRIL 1, 2019

In fact, customer data company AgilOne surveyed both American and British consumers and found that 70% expect some level of personalization from their preferred brands — a demand that’s only expected to grow as e-commerce tools make it easier to individualize marketing, customer service, and CX campaigns.

Net Promoter Score 220

Net Promoter Score E Commerce NPS Feedback 220

InMoment XI

MARCH 11, 2024

Net Promoter Score (NPS) Surveys Net Promoter Score surveys measure customer loyalty and likelihood to recommend a product or service to others. This will lead to increased customer experience metrics such as Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

InMoment XI

AUGUST 9, 2024

Did you know that 86% of consumers are willing to pay more for a product or service if they have a great customer experience? The customer experience represents the relationship that consumers have with your organization. Going through this customer feedback manually was time-consuming, and caused important feedback to be missed.

Customer Experience 221

Customer Experience Net Promoter Score 2024 Customer Journey Mapping 221