SurveySensum

APRIL 11, 2025

Your NPS or CSAT scores give you a snapshot of your customer sentiment, but is that enough? With the help of key driver analysis, you can find out exactly which elements (like pricing, product quality, customer support) drive key CX metrics like NPS or CSAT. Did you find a better alternative? If yes, what made you switch? If not, why?

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

SurveySensum

AUGUST 2, 2024

NPS can do it for you. Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. In fact, more than two-thirds of Fortune 1000 companies use NPS as a key metric to gauge the quality of their customer experience.

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

SurveySensum

APRIL 28, 2025

For example, if you run an e-commerce store and customers are abandoning their carts at a high rate. Analyze the Data: Turn Feedback into Actionable Insights Data without analysis is just noise. Use targeted surveys with specific questions to gather relevant insights.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Zendesk

MARCH 31, 2021

Customer reviews for products may be gathered and displayed with the product on the company’s e-commerce site. If a workaround is slowing down response time, for example, that provides more meaningful, actionable insight. NPS, or net promoter score. CSAT score. Advisory boards. Identifying themes , and.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

SurveySensum

DECEMBER 13, 2024

This customer feedback platform helps you create surveys like NPS, CES, CSAT , Product, Onboarding, CSI, etc, across industries like SaaS, Retail, Automotive, etc in order to derive insights and take relevant action for business growth. 5 Typeform Starting at $29 per month Yes Free plan Live chat, video-ask, email 4.5/5

E-commerce 52

E-commerce Text Analytics Start-ups Social Media 52

SurveySensum

MARCH 1, 2024

And the amusing part, had they analyzed the NPS Score correctly and were not just ‘focusing on the number’ they’d have identified their detractors pretty early. Well, this is a classic example of an NPS analysis gone wrong. Now, let’s delve into the common mistakes to avoid when analyzing NPS feedback.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

NOVEMBER 14, 2023

By collecting feedback from multiple channels, you can analyze insights and make informed decisions to enhance your website. Here’s a brand example showcasing this tip: Amazon, the e-commerce platform gathers feedback from various channels and at multiple touchpoints across customer journeys. By measuring customer satisfaction.

E-commerce 52

E-commerce Omnichannel Touchpoint Close the Loop 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

SEPTEMBER 20, 2023

For instance , you run an e-commerce store selling a wide range of products. For example , if you send an NPS survey asking about the likelihood of recommending your product right after the delivery instead of sending a CSAT survey to ask about the delivery experience, then the customer will simply ignore it or respond inaccurately.

E-commerce 52

E-commerce Touchpoint Customer Satisfaction Start-ups 52

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Instead, AI enhances what we can learn from NPS and how we can act on it.

NPS 118

NPS AI Net Promoter Score E-commerce 118