Retently

AUGUST 2, 2024

When it comes to customer experience, the Net Promoter Score(NPS) is a key measure of customer loyalty and satisfaction. Yet, deciding whether to include customers who have lodged complaints in NPS surveys can be tricky. They can distort your data and harm your customer relationship.

NPS 78

NPS Net Promoter Score Customer Satisfaction Construction 78

Retently

JULY 16, 2024

Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. But here’s the thing: while NPS can give you a quick snapshot, focusing only on the score can sometimes make you miss the bigger picture. The score itself is highly volatile , causing frustration within the Customer Success department.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction B2C 148

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. That’s where NPS (Net Promoter Score) comes in. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. So, what is NPS ?

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

Retently

SEPTEMBER 3, 2024

From perfectly timed surveys to actionable insights, you’ll see how Retently drives our growth—and how it can do the same for you. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs. That’s where our NPS recurring survey comes in.

B2B 153

B2B NPS Start-ups Actionable Insights 153

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.

NPS 78

NPS Net Promoter Score CEM Customer Loyalty 78

Retently

SEPTEMBER 6, 2018

Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. The ‘What’ and ‘When’ of Relationship NPS. Relationship NPS use general, nonspecific language that doesn’t mention any specific purchase or event.

NPS 67

NPS Net Promoter Score Actionable Insights Sentiment Analysis 67

Retently

JULY 11, 2018

In fact, most uses of NPS® nowadays directly refer to NPS2. Customer experience management ( CEM ) is also another way to refer to this methodology. When NPS started being used, the online environment – especially social media – was nowhere close to reaching its full potential. What Is NPS2? Market Dynamics.

NPS 68

NPS Net Promoter Score CEM Social Media 68

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Design NPS , CSAT, CES, and more, tailored to your business needs.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

SEPTEMBER 20, 2024

NPS is a popular metric used to gauge customer satisfaction and loyalty, driving business success. While calculating your NPS score is a valuable first step, it’s not enough on its own. To truly leverage this data and transform it into actionable insights, businesses need a more integrated approach.

NPS 52

NPS Net Promoter Score Actionable Insights CRM 52

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.

NPS 74

NPS Customer Satisfaction Net Promoter Score Entertainment 74

SurveySensum

SEPTEMBER 5, 2023

By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business. But what more can an exceptional SaaS customer experience bring to the table? So, make sure you deliver the best customer service.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

SEPTEMBER 10, 2024

Are you fully leveraging the potential NPS follow up questions? Many businesses gather Net Promoter Score data, but only a few truly harness the power of this simple and powerful CX metric to gain deeper insights. And to do that the first step is to add follow up questions in your NPS survey! What is the NPS Follow-Up Question?

NPS 52

NPS Net Promoter Score Text Analytics Actionable Insights 52

Retently

AUGUST 13, 2024

If you need quick, actionable insights about a specific interaction, CSAT is your go-to metric. It’s perfect for situations where you want to understand how satisfied customers are right after they’ve interacted with your business. Broad Trends : Use XSAT when you want to identify long-term trends in customer satisfaction.

Customer Experience 109

Customer Experience NPS Net Promoter Score Customer Satisfaction 109

SurveySensum

SEPTEMBER 17, 2024

To fix this, launch targeted NPS follow-up emails. These emails drive real engagement, turning insights into action and building lasting loyalty. By tailoring follow-ups to Promoters, Passives, and Detractors, you strengthen relationships and boost growth. What is an NPS Followup Email? Without further ado.

NPS 52

NPS Customer Satisfaction Actionable Insights Sentiment Analysis 52

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Well, CSAT and NPS surveys are designed for just this. Lets get started.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

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?

CX 135

CX NPS Customer Satisfaction Start-ups 135

SurveySensum

SEPTEMBER 8, 2023

This demonstrates that by reducing customer churn and enhancing overall customer relationships, companies can save lost revenue and boost customer spending. NPS also helps companies identify areas where they might be making short-term gains at the expense of customer satisfaction, which could harm long-term profitability.

NPS 52

NPS Social Media Customer Satisfaction Customer Loyalty 52

SurveySensum

MAY 19, 2023

This is where Net Promoter Score (NPS) comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in banks, it can get to the heart of why customers would or wouldn’t recommend them to others. How to use NPS in banking and financial services?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Retently

MARCH 18, 2024

Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. In this article, we’ll hand you the guidance and specific questions necessary to probe customer satisfaction and service quality.

Customer Service 120

Customer Service Net Promoter Score NPS Customer Satisfaction 120

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

InteractionMetrics

MARCH 27, 2025

Share exclusive industry insights: Giving customers insider knowledge creates a feeling of privilege and reinforces their loyalty. Especially when its an actionable insight that helps them make more money. They regularly publish valuable free resources, and customers use them all the time.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Retently

AUGUST 3, 2023

If you’re wondering how such empathy turns into profitability, an independent research by Frederick Reichheld of Bain & Company [see the research results in PDF] (the inventor of NPS) states that increasing customer retention by a mere 5% leads to a whopping 25% – 95% jump in profits.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

InteractionMetrics

APRIL 24, 2025

What Is Customer Effort Score (CES)? Customer Effort Score (CES) measures how easy it is for customers to get help or complete a task when interacting with your company. Unlike NPS (which measures loyalty) or CSAT (which gauges satisfaction), CES focuses on one thing: effort. Customer Effort Score is powerful.

Net Promoter Score 40

Net Promoter Score NPS Customer Satisfaction Start-ups 40

Retently

FEBRUARY 9, 2024

A ready-made customer satisfaction survey template designed specifically for this purpose can streamline the process and ensure that relevant queries covering all aspects of your offering are being asked. Another way to measure product or service quality is by asking about the likelihood of recommending it to others via NPS surveys.

Customer Feedback 93

Customer Feedback Net Promoter Score Customer Satisfaction NPS 93

Intercom

MAY 31, 2022

. “First-party data has never been more crucial for building lasting customer relationships and engagement” We at Intercom are firm believers in the power of feedback and with third-party cookies becoming a thing of the past, first-party data has never been more crucial for building lasting customer relationships and engagement.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

SurveySensum

AUGUST 3, 2023

It lets you create various surveys like NPS, CES, CSAT, etc., With real-time alerts, you can address critical issues promptly, ensuring timely responses to customer concerns. Medallia’s robust analytics engine transforms data into actionable insights, empowering you to make informed business decisions.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

SurveySensum

SEPTEMBER 4, 2023

They provide actionable insights that enable you to make informed decisions, refine your product, and grow your customer base. You should conduct PMF surveys after an initial group of customers has spent enough time using your product, typically a few months after launch. When should you launch Product NPS surveys?

Customer Survey 52

Customer Survey NPS Customer Feedback Construction 52

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. 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.

NPS 471

NPS Net Promoter Score VOC Actionable Insights 471

Execs In The Know

AUGUST 12, 2024

The flagship scoring model for sentiment analysis is the Net Promoter Score (NPS) , which is presented through a customer survey that measures customer loyalty and satisfaction on a ten-point scale based on the question, “How likely are you to recommend our company/product/service to a friend or college?”

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

Retently

MARCH 26, 2024

Some may require advanced analytics capabilities to dive deeper into open-ended responses, while others prioritize survey customization options or the availability of industry-specific survey templates. This approach allows for customized pricing but can be a hurdle for businesses seeking quick, transparent pricing comparisons.

Sentiment Analysis 78

Sentiment Analysis NPS Social Media CRM 78

SurveySensum

JANUARY 8, 2024

To overcome this, the strategic deployment of surveys using a robust customer feedback tool becomes more than critical. The decision of when to reach out to customers with survey requests is all about creating a balance between gathering actionable insights and respecting the boundaries of customer patience.

Touchpoint 52

Touchpoint B2B NPS Manufacturing 52

Gainsight

JULY 30, 2024

Net Promoter Score The Net Promoter Score (NPS) quantifies customer loyalty and likelihood of recommending a company’s products or services. Calculated from responses to a single question regarding the likelihood of recommending the company or product, NPS categorizes customers into promoters, passives, and detractors.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Social Listening 52

Retently

NOVEMBER 27, 2024

By combining data with actionable insights, you can fine-tune your strategies to meet customer needs more effectively. Take, for example, a skincare brand using a quick survey to identify a customer’s skin type. You can use survey tools or poll templates to make it easy for customers to share their thoughts.

Sales 149

Sales Social Media Predictive Analytics Start-ups 149

Zendesk

JUNE 17, 2022

This results in happier customers and a higher Net Promoter Score® (NPS). Types of customer feedback. When you can effectively turn feedback into better experiences for your customers, you’ll benefit by seeing: Higher revenue. Reduced customer churn. Long-lasting customer relationships.

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

Waypoint Group

OCTOBER 17, 2019

Metrics to gauge product improvement plus customer experience and satisfaction. Actionable insights for more productive and meaningful CSM customer interactions. Concrete customer input removed the guesswork from internal communications. Customer responses are extremely powerful!”. This is about feedback.

B2B 40

B2B Actionable Insights NPS Compliance 40

SurveySensum

JULY 2, 2023

Renowned for NPS, CES, and CSAT surveys , it offers a comprehensive CX program that covers every stage. This includes gathering customer feedback for analysis and actionable insights. Key Features Its text analytics features automatically tag and segment customers based on their feedback.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Retently

JULY 3, 2024

They make it easier for people to be truthful, leading to more reliable and actionable insights. By leveraging these tools, you can tap into insights that might otherwise be inaccessible. Leveraging these anonymous feedback tools allows businesses and organizations to tap into a wealth of actionable insights.

Legal 78

Legal Sentiment Analysis Actionable Insights Gaming 78