Retently

AUGUST 22, 2018

While there’s a high competition in the aviation sector, it’s ripe for disruption, as customers are now ready to pay a premium for availing better services. But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

InMoment XI

JUNE 14, 2022

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and More. NPS Example: DocuSign.

Metrics 195

Metrics Net Promoter Score NPS Effort Score 195

TechSee

DECEMBER 5, 2017

To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? This is a good time to address processes around customer feedback, too. If that process is not documented, creating a specific process around it should be a top priority.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Raw customer comments and sentiment. Repeat customer stories.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Outdated documentation.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Net Promoter Score (NPS).

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below.

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

ShepHyken

NOVEMBER 20, 2020

These are micro-goals that drive your team towards customer satisfaction, e.g. “ We will respond to email messages within 6 hours”. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction. Create a Customer Service Process Flow. Strategies.

Customer Service 151

Customer Service Net Promoter Score Workshop Document 151

InMoment XI

AUGUST 19, 2024

Proving the ROI of customer experience (CX) is challenging for several reasons: Intangible Benefits: Many benefits of a positive customer experience, such as increased customer loyalty, brand reputation , and customer satisfaction, are intangible and difficult to quantify directly in monetary terms.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!),

Net Promoter Score 148

Net Promoter Score NPS Metrics Reference 148

ProProfs Chat

MARCH 30, 2018

In short, you need to be an expert to understand how you can ensure higher customer satisfaction rate. But in case you’re new to the market or haven’t worked through the road of being an expert, then it’s time you read what market experts have to say on building better customer satisfaction rate. A gap in understanding?

Customer Satisfaction 111

Customer Satisfaction Contact Center Net Promoter Score Customers 111

Thematic

APRIL 21, 2025

If the goal is reducing support calls, you might focus on feedback about documentation or common bugs. a decrease in churn rate or higher NPS ). and their feedback goal was to keep pace with evolving customer needs across all those products. Use scheduled NPS surveys (e.g., Look at the case of Atlassian.

Feedback 62

Feedback Roadmap NPS Social Media 62

Thematic

APRIL 21, 2025

Analyze patterns that typically precede churn: for example, declining login activity, fewer feature uses, lower customer satisfaction scores, or an increase in negative feedback from that account. For example, if onboarding feedback reveals confusion about a feature, improve your training or documentation right away.

B2B 62

B2B Customer Insights Insights Engagement 62

Thematic

APRIL 1, 2025

So first, define what success looks like for your customer insights program. Do you want to boost customer satisfaction, reduce churn, increase conversion rates, or improve a specific service? Thankfully, modern customer insight programs use analytics tools (and, increasingly, AI) to simplify this process.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

CloudCherry

MARCH 28, 2019

Your journey map is the most critical document your CX team has available to you. It helps you understand the context around your customer’s interactions with your company. It should frame every decision and every conversation you have with your customers. If they were successful, NPS increased.

Insights 231

Insights CEM NPS ROI 231

Thematic

MARCH 30, 2025

Yes, it is a nice courtesy to tell customers that you have implemented a change based on their feedback. But more importantly, closing the feedback loop directly impacts customer satisfaction, loyalty, and your bottom line. Here’s why it’s critical: Customers want to be heard. Happy customers spend more.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Experience Investigators by 360Connext

OCTOBER 13, 2020

“Wow our Customer Satisfaction Rate really went up this week!” What does it mean when your NPS drops during a six-month period? Once you’ve identified where the customer experience is or isn’t delivering, you need to report that, too. But too often, our customer journey maps remain static.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Retently

MAY 2, 2023

Yet, if you’re looking for a quick and reliable source of relevant information, surveys remain the go-to choice for successful businesses looking to improve customer experience. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES?

Customer Journey 134

Customer Journey NPS Demo Customer Satisfaction 134

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. The results focus on five core KPIs: truck rolls, FCR, NPS, AHT and product returns. Customer Service KPIs – The Results.

Technology 117

Technology Customer Service Contact Center NPS 117

Retently

AUGUST 29, 2018

You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Use NPS to improve your product.

Net Promoter Score 153

Net Promoter Score Customer Service NPS Fashion 153

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. To stay relevant and compete effectively, traditional insurance companies must ensure their customer base is satisfied. These insurers recognize that customer satisfaction stretches far beyond the purchase of a policy.

Insurance 116

Insurance Telecommunications Contact Center Document 116

SurveySensum

JUNE 9, 2023

You got your product delivered just 10 minutes before and now you’ve received an NPS survey asking about your likelihood to recommend the product. Also, instead of asking about your satisfaction level with the delivery of the product, they are asking about the recommendation. Why NPS Surveys? So, what to do in such a scenario?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Effort Score Telecommunications 52

Thematic

FEBRUARY 10, 2025

By identifying critical issues, such as customer dissatisfaction with untimely communication due to time zone differences, LendingTree was able to implement targeted changes that enhanced customer satisfaction and improved their overall experience​ Imagine your business benefiting the same when running a customer review analysis.

Insights 62

Insights Net Promoter Score Social Media Telecommunications 62

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance.

Contact Center 141

Contact Center Financial Document Competitive Advantage 141

AskNicely

APRIL 17, 2017

In the last post, we took a look at what NPS is and why you need to pay attention. After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably won’t believe right off the bat, if you just tell them that NPS is awesome. A Quick Note on Improving the Odds of Success.

NPS 60

NPS Social Media Net Promoter Score Customer Satisfaction 60

Thematic

FEBRUARY 23, 2025

e.g., “Identify emerging trends to improve customer satisfaction scores.”) This is especially useful for tracking customer feedback, online reviews, and net promoter score (NPS) surveys. ”) Achievable – Ensure your goal is realistic, given your data and resources.

Social Media 62

Social Media E-support Feedback Insights 62

SurveySensum

DECEMBER 24, 2024

GetFeedback All-in-one customer feedback tool Easy integration with APIs and third-party tools Real-time feedback management Contact to know the pricing details 4.5 Alchemer Survey customization Integration with CRM and ERP software Collaborator $55 per month Professional $165 per month Full access $275 per month 4.4

2025 52

2025 Multi-Channel 2024 NPS 52

Wootric

JULY 5, 2020

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS, PSAT, CSAT, and Customer Effort Score(CES) monitor customer sentiment — providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and more. NPS Example: DocuSign.

Metrics 85

Metrics Net Promoter Score NPS Effort Score 85

SurveySensum

OCTOBER 3, 2023

She realized that along with top-notch service, it is also important to understand customers’ needs and satisfaction. Sarah initiated a customer satisfaction survey to gather insights on automotive customers’ experiences. Crafting the survey, she carefully selected questions to capture the essence.

Automotive 52

Automotive Customer Satisfaction Social Media Sales 52

InMoment XI

SEPTEMBER 25, 2024

Contract Analysis : NLP can analyze contracts and legal documents. The Net Promoter Score (NPS) is an essential measurement for the company. First, we trained our semi-structured data parser with machine learning to understand the underlying structure of the Statement of Advice document. million global participants.

Insights 195

Insights Social Media Net Promoter Score Events 195

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The state of play.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

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. Consider your customer experience lifecycle and the teams responsible for each stage.

Net Promoter Score 75

Net Promoter Score NPS Touchpoint B2B 75

delighted

JANUARY 7, 2021

Break down the customer journey in stages (or phases) based on the customer’s need throughout their journey. Mapping out personas and defining specific customer touchpoints can seem time-consuming. Using survey data to boost your customer journey map. NPS]: How likely are you to recommend this solution to your peers?

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Net Promoter Score 98

ProProfs Chat

APRIL 17, 2020

For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. In one of the surveys too, 47% of business owners find customer satisfaction to be one of the most important metrics to measure success.

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

Lumoa

MARCH 24, 2022

Benchmarking, in the general sense, is the process of documenting a company’s performance during any given period with the goal of comparing it to another period, often in the future. As you may have deduced already, the survey response rate benchmarking process consists of documenting the performance of your CEM system.

CEM 78

CEM Net Promoter Score Document NPS 78

Thematic

JANUARY 16, 2025

Atlassian : By using Thematic’s text analytics, Atlassian analyzed feedback from support tickets and reviews to identify where customers were struggling with navigation. Armed with this insight, they made changes that boosted customer satisfaction. It lets you measure customer satisfaction like never before.

Net Promoter Score 62

Net Promoter Score Social Media Feedback Insights 62