Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

Lumoa

APRIL 3, 2018

The Net Promoter: what is it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Don't fall into this trap.

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Feedback 126

InMoment XI

SEPTEMBER 20, 2023

In this blog, we take a look at the findings specific to the retail industry and delve into the secrets of CX leaders and the key net promoter score drivers that propel them to the top of the leaderboard! This presents an opportunity for growth and improvement through targeted investments.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. So, what do those high scores translate into, specifically?

Net Promoter Score 126

Net Promoter Score NPS Customer Retention Loyalty 126

InMoment XI

SEPTEMBER 27, 2023

As we break down the findings from the report, we unveil the strategies used by top CX leaders to achieve a high net promoter score and gain customer loyalty. What’s the Score for Insurance Brands? This presents a significant opportunity for insurance companies to enhance their customer experience strategies.

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

delighted

MARCH 16, 2021

For many, the answer is Net Promoter Score, or NPS for short. If you haven’t heard of it before, and you’re in the world of Product and Consumer Experience, then read on to learn what NPS is and how it’s calculated. So what is NPS? How to calculate NPS. 80% (promoters) – 12% (detractors) = 68.

Net Promoter Score 98

Net Promoter Score NPS Management 2003 98

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

InMoment XI

OCTOBER 17, 2024

For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand. A customer feedback questionnaire is only as good as the questions it presents to customers. Why is Asking the Right Customer Feedback Questions Important?

Feedback 195

Feedback Insights Customers Banking 195

GetFeedback

MARCH 21, 2019

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. A great approach is to map the NPS data to your customer journey.

NPS 186

NPS Customer Journey Net Promoter Score Social Media 186

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. Its relationship NPS (a metric that focuses on long-term relationships between customers and businesses) doubled year-on-year. It is a proven way of retaining customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

CloudCherry

DECEMBER 1, 2018

This loyalty translates to an insanely high Net Promoter Score (NPS). And while it’s hard to pinpoint exactly where it stands at any one moment, it’s widely accepted that Apple’s current NPS hovers around 72. Current NPS: 75. Current NPS: 77. Current NPS: 82. – Quote from Nymeo Member.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

CloudCherry

JULY 10, 2018

Briefly, these are: Net Promoter Score (NPS). Net Promoter Score is a measure of customer loyalty to a company. ” It is usually a Yes/No or 5-point scale and is presented as an average of all responses. Customer Delight Score. “Are you happy with the product?”

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

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. Now, were here to share that knowledge with you.

NPS 52

NPS Net Promoter Score Customer Satisfaction Metrics 52

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

NOVEMBER 15, 2022

These more defined metrics can present as any of the four types of CSAT surveys: #1: Customer Satisfaction Score (CSAT). #2: 2: Net Promoter Score (NPS®). #3: 3: Customer Effort Score (CES). #4: We use InMoment for both our employer and end-user Net Promoter Score program.

Net Promoter Score 195

Net Promoter Score Effort Score Customer Satisfaction NPS 195

GetFeedback

AUGUST 16, 2018

To measure customer happiness, turn to CSAT, CES, and NPS. Customer Satisfaction (CSAT) Score. While most companies still use traditional metrics like CSAT and Net Promoter Score, we’re seeing more and more teams shifting to CES to measure their overall performance across channels. Net Promoter Score (NPS).

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Retently

MARCH 11, 2025

Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. Step 1: Reviewing Key KPIs (CSAT, NPS, CES, and More) CX isnt just about gut feelings its about data-driven decisions. NPS (Net Promoter Score) : Would you recommend us?

Management 115

Management Customer Experience Roadmap NPS 115

SurveySensum

MARCH 24, 2025

Are you tracking your NPS program correctly? Because if your NPS program isnt consistent or lacks real-time insights, you might be missing the bigger picture. So, is your NPS tracking giving you the right data to grow? Are you leveraging the right NPS software to do it correctly? What is NPS Tracking?

NPS 52

NPS Feedback Loyalty Measurement 52

Retently

OCTOBER 23, 2024

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. NPS surveys measure customer loyalty and advocacy by asking the question: “How likely are you to recommend our product/company to a friend?”.

Retail 109

Retail NPS Touchpoint Feedback 109

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Net Promoter Score (NPS). Such as: ( % Promoters) – (% Detractors) = NPS.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Hello Customer

APRIL 13, 2023

NPS (Net Promoter Score): what is it and how do you measure it? The godfather of the Net Promoter Score , Fred Reichheld, developed the metric to easily measure customer loyalty and anticipate a company's growth. Detractors gave you a score of 0 to 6. How do you calculate your NPS?

Net Promoter Score 52

Net Promoter Score NPS Metrics Measurement 52

Hello Customer

APRIL 13, 2023

NPS (Net Promoter Score): what is it and how do you measure it? The godfather of the Net Promoter Score , Fred Reichheld, developed the metric to easily measure customer loyalty and anticipate a company's growth. Detractors gave you a score of 0 to 6. How do you calculate your NPS?

Net Promoter Score 52

Net Promoter Score NPS Metrics Measurement 52

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. Challenges and Opportunities for Businesses Transitioning to the third wave of CX presents both challenges and opportunities for businesses.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

InMoment XI

AUGUST 19, 2024

Subjective Metrics: CX often relies on subjective metrics like customer satisfaction (CSAT) or Net Promoter Score (NPS). Net Promoter Score (NPS): A measure of customer loyalty based on their likelihood to recommend your brand.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., And the proof is in the NPS data.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Customer Bliss

OCTOBER 17, 2017

I think you’ll learn a ton, regardless of what level you are within CX presently. Year 1 vs. Year 2 vs. Year 3 in terms of what needs to get done and be presented upwards. Why They Embraced NPS. Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly.

Customer Experience 57

Customer Experience Net Promoter Score NPS Presentation 57

GetFeedback

MARCH 20, 2019

If you are sending an NPS question, then at least preface repeat questions with an explanation of how you use their periodic answers as a baseline for your survey. . Start with a quantitative question that you can measure repeatedly over time, like Net Promoter Score® (NPS®) or Customer Effort Score (CES).

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

Experience Investigators by 360Connext

AUGUST 17, 2021

CX meetings require thinking about the past, present, and future of the customer experience program. For example, if Net Promoter Score (NPS) is a leading indicator for customer retention rates, following a process to address customer feedback from the passive or detractor segments should be a priority.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. We know that choosing the right NPS software can be overwhelming, with so many options out there.

NPS 100

NPS B2B 2024 Net Promoter Score 100

CloudCherry

NOVEMBER 9, 2018

This loyalty translates to an insanely high Net Promoter Score (NPS). And while it’s hard to pinpoint exactly where it stands at any one moment, it’s widely accepted that Apple’s current NPS hovers around 72. Current NPS: 75. Current NPS: 77. Current NPS: 82. – Quote from Nymeo Member.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

eglobalis

OCTOBER 1, 2024

Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. Challenges in Transitioning from a Siloed to a Non-Siloed Organization While the benefits of eliminating silos are clear, the process of transitioning from a siloed structure presents challenges. The result?

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Retently

JULY 2, 2018

There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. NPS question structure. Rating survey questions.

NPS 109

NPS Net Promoter Score Feedback Customer Satisfaction 109

Experience Investigators by 360Connext

JANUARY 7, 2025

I often hear about common goals like: Improve Net Promoter Score (NPS) Reduce customer churn Increase customer lifetime value The Experience Investigators team uses SMIRC goals for CX : Social, measurable, inspiring, relevant, and contextual. My client had just returned from a presentation to her executive committee.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Thematic

JANUARY 29, 2025

Clean, structured data makes it easier to uncover insights from net promoter score (NPS) surveys , reviews, and social media comments. A significant boost in Touchpoint Net Promoter Score (tNPS). Enter net promoter scoring! The result? Thematic can do this for you !

Feedback 62

Feedback Net Promoter Score Social Media 2028 62

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. NPS should be going up” doesn’t mean much. Dive into dashboard details. Customer experience dashboards are often shared far and wide, but with little context or explanation.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304