GetFeedback

MAY 24, 2019

Net Promoter Score (NPS) is one of the most popular metrics being used in business today. Numerous studies have found a strong relationship between high Net Promoter Scores and revenue. Some companies only measure NPS on an annual basis. Check Out Our New Net Promoter Score (NPS) Guide.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.

2025 342

2025 Net Promoter Score B2B Multi-Channel 342

InMoment XI

OCTOBER 17, 2024

With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. What is a Customer Feedback Questionnaire? Why is Asking the Right Customer Feedback Questions Important? They improve survey response rates.

Feedback 195

Feedback Insights Customers Banking 195

Retently

AUGUST 1, 2024

What we haven’t discussed is when you should start using Net Promoter Score ®. Begin measuring NPS as soon as you have a stable product and a steady stream of customers to get valuable feedback early on. Have the resources and processes in place to respond to NPS feedback effectively.

Net Promoter Score 147

Net Promoter Score Measurement NPS Feedback 147

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 235

Leadership B2B B2C Net Promoter Score 235

Retently

MARCH 29, 2023

Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings. Takes customer feedback seriously I personally never owned a Tesla before, but I did a test drive of the Tesla Model S once. They asked Tesla to make a few changes to its Model S.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

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 317

Banking NPS B2B Social Media 317

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. It provides feedback on three dimensions: Functionality, Relevance, and Emotion.

NPS 440

NPS Net Promoter Score Metrics 2025 440

Retently

MAY 21, 2024

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? For example, can you trust Net Promoter Score data if the customer who left it happens to be a friend or acquaintance? Why does NPS matter to businesses?

Net Promoter Score 139

Net Promoter Score NPS Culture Feedback 139

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. High scores mean youre on the right track. Low scores? In this article, were spotlighting the top 5 tools for measuring CES. CSAT measures satisfaction. Thats a golden opportunity to improve.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Voice of Customer analysis starts by categorizing the customer feedback data. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

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

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

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

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

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

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

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Average Speed of Answer (ASA) This metric measures the time it takes for an agent to answer an incoming call. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

GetFeedback

DECEMBER 26, 2018

The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. CSAT surveys measure customer satisfaction with a specific experience.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. They mean that your product or service delivers significant, measurable benefits. They mean that your product or service delivers significant, measurable benefits.

Net Promoter Score 156

Net Promoter Score NPS Customer Satisfaction Measurement 156

GetFeedback

DECEMBER 26, 2018

That’s why it’s important to introduce additional measurement tools that reduce bias. By measuring reliably, companies get an honest look at the factors driving and killing brand loyalty. Customer surveys are one of the best tools you can use to measure brand perception. Monitoring brand perception. Survey customers.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

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. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

InMoment XI

DECEMBER 17, 2024

The ideal candidate understands that only a fraction of customer feedback comes from surveys and that an effective customer experience program will source customer feedback from multiple sources in order to tap into the 85% of customer feedback that is unstructured. In the current business environment, this is a crucial skill.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 30, 2024

In fact, it’s one of the most impactful applications for collecting customer feedback. Investing in measures like encryption and secure data storage will help you better protect customer privacy. Gathering and analyzing customer feedback enables a deeper understanding of the individuals you’re serving.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

Alida

NOVEMBER 25, 2016

This raises the question: What is the ROI of customer intelligence and how do you measure it? Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. The media giant gathers feedback on advertising, editorial content and product ideas.

ROI 269

ROI Measurement Brands Net Promoter Score 269

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Key Metrics for Customer Success (CS) Churn Rate Measures the percentage of customers discontinuing use over a given period.

Metrics 424

Metrics Customer Success 2024 2023 424

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. Text feedback explains why they have this impression.

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

GetFeedback

DECEMBER 21, 2018

Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Learn more about Net Promoter Score surveys.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CloudCherry

JULY 10, 2018

And as the saying goes: “You cannot change what you cannot measure” Measuring and Acting. The only thing worse than not collecting customer feedback is not actioning it when you do. Within customer experience, there are 2 measures typically used by companies. Briefly, these are: Net Promoter Score (NPS).

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

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

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

FEBRUARY 17, 2020

Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. But most importantly, when you measure NPS correctly, you get magical insight into what your customers want from you. Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

NPS 195

NPS Measurement Loyalty Net Promoter Score 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? Why Is Customer Feedback Important?

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195