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. Asking for Feedback via Customer Surveys Statistics. Responding to Feedback Statistics.

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

SurveySensum

DECEMBER 18, 2024

But how can you know if it is a good or bad NPS score ? Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family.

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Pay attention to CLV more than the score.

Net Promoter Score 147

Net Promoter Score NPS Measurement Customer Satisfaction 147

eglobalis

MARCH 13, 2025

Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Break transformation into manageable phases (e.g.,

Leadership 234

Leadership B2B B2C Net Promoter Score 234

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. Whether you’re gauging customer satisfaction, gathering feedback on recent interactions, or spotting areas for improvement, embedding a quick survey in your email signature offers a non-intrusive way to collect continuous feedback.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

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. As a result, B2B clients often feel a responsibility to provide feedback since it means optimizing their partnership and business operations.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

Retently

APRIL 11, 2023

Below, we’ve explained why measuring customer satisfaction is a long-term process, and how you can leverage Retently and Net Promoter Score® to get an accurate gauge not just of how customers feel about your product but how their thoughts, feelings and feedback change over time.

Net Promoter Score 156

Net Promoter Score NPS Customer Satisfaction Measurement 156

InMoment XI

AUGUST 9, 2022

When your business decisions are influenced by the feedback you get in customer surveys, it’s even more important to make sure you’re asking the right questions to get the right feedback. Read on to learn more about the different types of customer survey questions and what questions can help you get the most valuable feedback.

Feedback 370

Feedback Net Promoter Score Customers Insights 370

InMoment XI

OCTOBER 31, 2024

A low score indicates obstacles or sub-optimal structures that make it difficult for agents to achieve their goals. The feedback will highlight the issues preventing agents from being their most productive selves. In fact, call center managers believe that improving agent satisfaction can boost customer satisfaction scores by 62%!

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

OCTOBER 30, 2024

Building an omnichannel customer experience makes the process smooth for customers as they don’t have to repeat information or stick to one channel. In fact, it’s one of the most impactful applications for collecting customer feedback. By simplifying your offerings, you make it easier for customers to make informed decisions.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Low response rates, survey fatigue, and delayed feedback often leave companies reacting to problems far too late.

Banking 320

Banking NPS B2B Social Media 320

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

GetFeedback

DECEMBER 21, 2018

consumers say they’d share more personal information with a company that offers a great experience. ( 55% of consumers say easy access to support and information can make them fall in love with a brand. Ask your customers for feedback. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Collect Regular Feedback Consistent feedback collection is essential for tracking customer expectations and behavior.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

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

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. What is Net Promoter Score (NPS)? Net Promoter Score surveys are a type of customer experience survey. They are good for gathering real-time customer feedback and building customer relationships. Your audience.

NPS 304

NPS Net Promoter Score Feedback Brands 304

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). A CSAT score of 80 percent is a good indicator of success, although it will vary by industry. Check Out Our New Net Promoter Score (NPS) Guide.

NPS 308

NPS Net Promoter Score CEM Metrics 308

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. In technical terms, a VoC program is the process of gathering vital information regarding what customers think and feel about their experiences with a business.

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

InMoment XI

DECEMBER 17, 2024

Otherwise, your information silos stay intact and your customer journey remains fragmented. These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms. On top of that, theyll need to find the gaps in your current capabilities and identify solutions to fill them.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop?

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

InMoment XI

NOVEMBER 26, 2024

With this information, you can improve your customer experience and eliminate pain points. Almost 90% of customer experience professionals who use customer journey mapping report improved performance in customer experience KPIs such as higher customer satisfaction, lower customer churn, and improved Net Promoter Score.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

SEPTEMBER 5, 2024

How it complements CX : Combining churn rate with CX feedback helps identify emotional and experiential triggers behind customer exits. Customer Health Score (CHS) A composite metric evaluating customer engagement, usage frequency, and satisfaction. Customer Retention Rate Measures the percentage of customers retained over time.

Metrics 422

Metrics Customer Success 2024 2023 422

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. These include Customer Satisfaction and Net Promoter Score. Clearly, both types of charts can hold a lot of widely-varying information.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

JANUARY 2, 2023

Customers have unprecedented access to information about products and services. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ). What Is Net Promoter Score (NPS)?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

MARCH 11, 2024

So many businesses today are focused on getting feedback for the sake of getting feedback. But, most businesses fail to act on a lot of the feedback they receive. In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. If you completed it, did you have any valuable feedback to share? Is it an efficient way to gain meaningful feedback? If it does, why?

Net Promoter Score 78

Net Promoter Score NPS Metrics Feedback 78

TechSee

NOVEMBER 27, 2024

By actively listening to customers and gathering relevant information, enterprises can tailor their communication and service offerings accordingly. Technology can significantly improve efficiency by providing customers with immediate access to the information, resources, and resolutions they expect.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

OCTOBER 23, 2024

Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy. It’s important to manage the volume of feedback requests you send.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you?

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

GetFeedback

DECEMBER 26, 2018

Review sites like Yelp, Angie’s List, G2Crowd, and Salesforce AppExchange are ripe with feedback, and you can bet potential customers are reading it as they evaluate your business. There are a variety of survey types that capture feedback at critical moments of the customer journey.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. That’s why it’s up to CX leaders like you to share the right information with your CEO. .

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Thematic

JANUARY 29, 2025

Let’s face it—customers are sharing feedback everywhere: surveys, social media, reviews—you name it. It’s like having a smart assistant that helps you analyze customer feedback, understand their needs, and improve your products or services. Use hashtags, mentions, and comments to find unfiltered feedback.

Feedback 62

Feedback Net Promoter Score Social Media 2028 62

Thematic

MARCH 30, 2025

A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. We’ll explore customer feedback loop best practices to make the loop a powerful asset for your business.

Feedback 62

Feedback Customer Centricity Culture Customers 62

InMoment XI

MARCH 14, 2025

You can use this information to refine things like training programs and workload distribution. Data-Informed Decision-Making When you work with real data, you can do more than just put out firesyou can make smarter decisions before problems even start.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

InMoment XI

OCTOBER 3, 2022

Net Promoter Score (NPS) is a simple and highly effective way to determine the happiness of your customers. The follow-up question is open-ended, which makes the feedback very valuable. More targeted feedback. There’s nothing wrong with using a standard NPS feedback question. Brand experience. Rating 0 – 6.

NPS 195

NPS Net Promoter Score Social Media Feedback 195