Retently

AUGUST 18, 2024

It’s a straightforward metric that many businesses use to celebrate their customer satisfaction. Sometimes, a high NPS score can be misleading and give you a skewed view of customer satisfaction. A higher response rate makes your NPS score a more trustworthy indicator of overall customer satisfaction.

NPS 151

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 151

Retently

AUGUST 13, 2024

Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Understanding these differences can shape how you track and improve customer satisfaction. When to Use CSAT?

Customer Experience 113

Customer Experience NPS Net Promoter Score Customer Satisfaction 113

Fonolo

JANUARY 12, 2023

Here are four main areas where we expect to see advancements in artificial intelligence change – and improve – the contact center. . More personalization and better customer experience . Deliver actionable insights in a simple, compelling way. . All at once, the future is here. . For your agents?

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Retently

MARCH 14, 2023

In this article, we’ll compare post-purchase NPS surveys and product reviews as a measure of customer satisfaction, provide ecommerce businesses with a better understanding of the strengths and limitations of these two methods, and explore whether product reviews can be an alternative or rather complementary to NPS surveys.

NPS 140

NPS Net Promoter Score Customer Satisfaction Customer Feedback 140

C3Centricity

JANUARY 13, 2021

Five Brilliant Ideas to Boost your Insight Development. Ever wondered why you struggle to develop actionable insights. This post shares some of the main reason why even large companies fail at this essential art. 7 Ways to Deliver Awesome Customer Service. We all know how extremely demanding customers have become.

Hospitality 111

Hospitality Hospitality Actionable Insights Artificial Intelligence 111

SurveySensum

MARCH 12, 2025

They want to compare customer satisfaction on two international routes: New York – Alaska (Route 1) and New York – Uganda (Route 2). Route 2 needs focused improvements to boost overall customer satisfaction. This allows you to examine closely the relationships between variables. The takeaway?

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

SurveySensum

APRIL 11, 2025

Key Driver Analysis (KDA) is a technique that helps you identify and evaluate all the factors that have the biggest impact (can be positive or negative) on your outcome variable like customer satisfaction , loyalty, or brand perception. Thus, youll know if your customers love your product but find delayed customer support frustrating.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Callminer

JULY 30, 2020

Speech analytics solutions like CallMiner Eureka help to improve the customer experience by consolidating intelligence from not only what was said, but how it was said, along with intent and emotional intelligence to provide actionable insights quickly. Always let the customer voice their complaints and calm down.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265

SurveySensum

SEPTEMBER 19, 2023

With the help of well-crafted questions, product owners and app developers can gather relevant and actionable insights from their users. They can analyze this data using an efficient customer feedback platform , and take data-driven action. But first, let’s start by understanding – what are in-app surveys.

Actionable Insights 52

Actionable Insights Customer Satisfaction Touchpoint Start-ups 52

Retently

JULY 3, 2024

Let’s dive into some examples of how you can strategically use open-ended questions in various environments to see their impact and utility, starting with customer feedback questions: 1. Customer Satisfaction: Open-Ended Questions Examples Gauging customer satisfaction is essential for any business looking to thrive.

Sentiment Analysis 145

Sentiment Analysis Customer Satisfaction Customer Feedback Start-ups 145

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Count on actionable insight to elevate your customer interactions.

Customer Service 125

Customer Service Net Promoter Score NPS Customer Satisfaction 125

SurveySensum

DECEMBER 30, 2024

Limited Flexibility & Cumbersome User Management: CustomerGauge is very NPS-driven, so other customer metrics like CSAT or CES are largely locked out to get a 360 view of customer satisfaction. Best Features User-friendly design for easy survey creation, customization, and deployment.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

MARCH 18, 2021

Custom reports are another tool in your toolbox that you can use to get more insight. Finding actionable insights with conversation topics. You can compare them by volume or you can break them down by first response time, time to close, and customer satisfaction. Thomas: Awesome.

Start-ups 211

Start-ups Customer Feedback Actionable Insights Machine Learning 211

Retently

AUGUST 5, 2024

If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Your journey to improved customer satisfaction and business growth starts here! Because it provides clear, actionable insights into customer satisfaction and loyalty.

NPS 105

NPS B2B Net Promoter Score Actionable Insights 105

C3Centricity

DECEMBER 31, 2018

It then goes on to review brand personality and the main archetypes with some great examples. Five Ideas to Improve your Insight Development. If you haven’t read it yet, then you really have been missing out on some surprising facts about insight development. Check it out and see what you have missed all these years.

Customer Journey Map 117

Customer Journey Map Customer Satisfaction Start-ups Innovation 117

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment. What is a Signature Survey?

Customer Satisfaction 140

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 140

SurveySensum

DECEMBER 4, 2024

The answers to these questions can point out where banks need to improve, what new things they can try out, and how to boost customer satisfaction and loyalty. In banking, it is crucial to gauge customer satisfaction and loyalty. NPS metric is used to gauge a business’s customer satisfaction and loyalty.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback.

Customer Feedback 114

Customer Feedback NPS Machine Learning Text Analytics 114

PeopleMetrics

OCTOBER 25, 2017

Whether you’re an advanced scorecard-driven enterprise or just beginning to think about CX, the most important thing to do is to start actively listening and measuring your customers’ feedback. Time to set new customer experience goals. There is real science and methodology to measuring and improving customer satisfaction (CSAT).

CEM 122

CEM Customer Experience VOC Government 122

Zendesk

JUNE 17, 2022

Companies that create a process for collecting, analyzing, and acting on customer feedback improve their chances of impressing buyers. With customer feedback management (CFM), you can experience less churn, improve customer satisfaction, acquire more buyers, and, ultimately, generate more revenue. Customer support chat.

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

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.

CX 138

CX NPS Customer Satisfaction Start-ups 138

ECXO

JULY 8, 2024

Enhancing Tech Adoption through Exceptional Design Introduction Originally posted at: [link] In the rapidly evolving landscape of technology, digital product design has emerged as a critical factor influencing adoption rates and overall customer experience. However, perceptions of ease of adoption vary among individuals.

Touchpoint 156

Touchpoint Technology Technology VOC 156

SurveySensum

MAY 7, 2025

This real-time sentiment analysis helps teams identify and prioritize emotionally charged interactions, enhancing customer satisfaction. Leveraging AI-Based Predictive Analytics for Customer Issues Why wait for a problem to snowball into 500 support tickets when AI can see it coming? Because its fast, human-like, and always on.

Sentiment Analysis 52

Sentiment Analysis Machine Learning Net Promoter Score AI 52

Retently

AUGUST 12, 2024

This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile!

NPS 80

NPS Retail Net Promoter Score Touchpoint 80

Retently

JULY 8, 2024

Actionable Insights : NPS surveys often include follow-up questions asking why customers gave a particular score. This qualitative feedback provides valuable insights into what you’re doing right and what needs improvement. We recommend sending NPS surveys as often as you think customer satisfaction can change.

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

Retently

JULY 11, 2018

However, since the market landscape evolved – shifting the focus from survey data towards a more complex customer satisfaction management approach – the more advanced NPS2 paved its way. In fact, NPS2 is more focused on customer experience, as it has the power to set a company apart from its competition.

NPS 70

NPS Net Promoter Score CEM Social Media 70

InteractionMetrics

DECEMBER 10, 2024

This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. With so many responses, its nearly impossible to process and glean actionable insights. Need actionable insights into operational challenges? Go with ChatGPT.

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. Thanks to the Internet, customer feedback has never been so accessible. Learning what your customers think about your products or services isn’t difficult.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Retently

AUGUST 23, 2023

The deeper your relationship with your customers, the easier it is to generate feedback and implement meaningful changes. In B2B, close business relationships are a norm, giving you far more power to act quickly on feedback and constantly improve customer satisfaction.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

C3Centricity

JANUARY 4, 2021

Five Brilliant Ideas to Boost your Insight Development. Ever wondered why you struggle to develop actionable insights. This post shares some of the main reason why even large companies fail at this essential art. 7 Ways to Deliver Awesome Customer Service. We all know how extremely demanding customers have become.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

Retently

FEBRUARY 9, 2024

These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers. Moreover, customer satisfaction surveys can turn satisfied and loyal customers into advocates for your brand. Questions to Understand Customer Satisfaction 1.

Customer Feedback 96

Customer Feedback Net Promoter Score Customer Satisfaction NPS 96

Lumoa

DECEMBER 15, 2022

What is Voice of Customer Analytics? Voice of Customer Analytics (often abbreviated as VoC) is a process of understanding the needs, motivations, and challenges customers face in their encounters with your business. It allows you to identify gaps in customer satisfaction and take corrective actions.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Lumoa

APRIL 4, 2023

It will help you build relationships with existing customers. Ultimately, it raises customer satisfaction with your brand. You must plan, think creatively, and understand your customers to build your strategy. In this article, we’ll share five components of a customer engagement strategy.

Omnichannel 78

Omnichannel Customer Loyalty Customer Feedback Social Media 78

Retently

JULY 28, 2019

Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. billion each year because customers switch brands. A good way to do that is to look into the customer feedback in order to spot the main problems your customers deal with.

Customer Feedback 86

Customer Feedback Sentiment Analysis NPS Customer Experience Management 86

Lumoa

FEBRUARY 28, 2023

” Collecting feedback across the entire customer journey shows you which areas your business needs to focus on. However, a robust Voice of the Customer program also uses things like customer conversations, social media, and website behavior as inputs. It helps you prioritize. It can almost feel paralyzing.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. Let’s get started. What’s NPS All About? Monitoring NPS scores is key.

NPS 78

NPS Net Promoter Score Actionable Insights Customer Satisfaction 78

Lumoa

MARCH 24, 2022

External Benchmarks The main challenge with external benchmarks is that you need to collect data from the main competitors in your industry. However, customer experience surveys have evolved a lot since their verbal and print forms, which means that companies can now leverage a wide range of techniques to collect data.

CEM 78

CEM Net Promoter Score NPS Customer Survey 78