Retently

JULY 8, 2024

Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. But here’s the big question: should you run an ongoing NPS campaign, periodic NPS campaigns, or maybe consider a different approach? Brief Explanation of NPS So, what exactly is NPS? Why is it Important?

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

Retently

JULY 11, 2018

In case you are not familiar with NPS2, we will further explore this next generation methodology, its main concepts and the factors that determined such Net Promoter Score evolution. In fact, most uses of NPS® nowadays directly refer to NPS2. NPS vs NPS2 – What is the Difference? What Is NPS2? Market Dynamics.

NPS 69

NPS Net Promoter Score CEM Social Media 69

Callminer

JULY 18, 2019

What do you think is the most powerful insight we can gain from topic turns? Finding actionable insights can alter agent behavior and make true business impact. But what the actionable insight actually is vary from business and department. How are the lists of keywords built for each topic? Join us August 14th.

Machine Learning 140

Machine Learning ML Artificial Intelligence Actionable Insights 140

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Net Promoter Score Actionable Insights Customer Satisfaction 78

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

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? Sorting through the feedback is tough. Training our model.

Customer Feedback 112

Customer Feedback NPS Machine Learning Text Analytics 112

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. Lets now understand how to execute key driver analysis effectively.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Retently

OCTOBER 11, 2024

QA tools enable you to monitor interactions in real-time, automate support quality control, and provide actionable insights that ensure your team delivers a seamless experience every time. Seamless Reviews: Share Quality Assurance reviews with frontline teams quickly, allowing for actionable insights as soon as reviews are completed.

Retail 137

Retail Scorecard Sentiment Analysis Customer Service 137

Retently

AUGUST 13, 2024

If you need quick, actionable insights about a specific interaction, CSAT is your go-to metric. As a matter of fact, Gartner research shows that 89% of businesses now compete mainly on customer experience, heavily influenced by long-term insights. When to Use CSAT? Immediate Feedback : CSAT is all about the here and now.

Customer Experience 111

Customer Experience NPS Net Promoter Score Customer Satisfaction 111

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

MARCH 18, 2024

Count on actionable insight to elevate your customer interactions. Surveys come in various types, such as CSAT, NPS, and CES, each providing unique insights into customer satisfaction and loyalty. Well-crafted survey questions are key for relevant and actionable feedback.

Customer Service 122

Customer Service Net Promoter Score NPS Customer Satisfaction 122

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. What is NPS, CSAT, and CES?

CX 136

CX NPS Customer Satisfaction Start-ups 136

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Lumoa

NOVEMBER 19, 2017

The free text feedback is a great source for insights while the numbers can be used in metrics follow up and target setting. You have probably already seen the standard NPS form many times. The NPS is short, simple and easy to implement and use. NPS in a nutshell [infographic]. Where to ask for feedback?

Customer Feedback 114

Customer Feedback Net Promoter Score NPS Start-ups 114

SurveySensum

MARCH 12, 2025

These fall into two main types: Nominal Data Categories without a specific order, like gender (male, female), ethnicity (Asian, Hispanic), or marital status (single, married, divorced). Faster and More Actionable Insights Simplicity and organization delivered by the cross-tab table let one quickly compare variables.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Retently

APRIL 6, 2022

There are some options to choose from (NPS, CES, and CSAT), and – in this article – we’ll be taking an in-depth look at CSAT. This is also the case when it comes to the NPS benchmarks for the respective industry. Here are the main tips to consider for building efficient CSAT surveys: 1. So, what is CSAT?

Customer Satisfaction 152

Customer Satisfaction Healthcare Retail NPS 152

SurveySensum

MAY 19, 2023

This is where Net Promoter Score (NPS) comes into play. Using NPS in banks, it can get to the heart of why customers would or wouldn’t recommend them to others. What is NPS in banking and other financial institutions When should you launch your NPS surveys in banks? How to use NPS in banking and financial services?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

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. Here are the main types of customer service and experience surveys that you can benchmark. However, remember that different target audiences have distinct behavioral patterns.

CEM 78

CEM Net Promoter Score NPS Customer Survey 78

Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback. It helps you prioritize. It can almost feel paralyzing.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Retently

JULY 28, 2019

We’ve already written an in-depth article about customer feedback loop , and the main idea is this: it’s a customer insight-driven process that helps you continuously improve your products and services. 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

Retently

JULY 3, 2024

For example, Net Promoter Score (NPS) surveys ask open-ended questions to understand why customers gave a certain rating. This approach provides clear insights into customer opinions, helping businesses gather detailed information for strategic planning. What was your main reason for choosing our product/service?”

Sentiment Analysis 144

Sentiment Analysis Customer Satisfaction Customer Feedback Start-ups 144

Retently

OCTOBER 16, 2024

Through simple star ratings, NPS scores, or brief open-ended questions, businesses can keep a consistent pulse on how their customers are feeling. This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance. Easy to find.

Customer Satisfaction 137

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 137

Zendesk

JUNE 17, 2022

This results in happier customers and a higher Net Promoter Score® (NPS). Imagine focus group participants had two main issues with your salt and pepper shakers. It may be as simple as sending an email highlighting the main points. Send actionable insights to decision-makers. Types of customer feedback.

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

AUGUST 8, 2023

Just as a chef transforms raw ingredients into a gourmet meal, proper survey analysis can transform raw data into actionable insights that drive business growth. With the right analysis techniques, you can transform your survey data into valuable insights that inform strategic decisions and drive customer satisfaction.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Retently

FEBRUARY 9, 2024

Another way to measure product or service quality is by asking about the likelihood of recommending it to others via NPS surveys. Open-ended questions focused on goals such as “Can you provide insights into what prompted you to use this [product/service]? Customer Loyalty Questions: Identify Promoters, Passives and Detractors 8.

Customer Feedback 94

Customer Feedback Net Promoter Score Customer Satisfaction NPS 94

Gainsight

JUNE 21, 2022

Improving user NPS with success plans. Improving user NPS with success plans. Improving Net Promoter Score (NPS) is not an easy feat. NPS is a core measurement or method that most companies use to measure overall customer satisfaction. The Index revealed that 80% of companies track customer satisfaction via NPS surveys.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Engineering 52

Lumoa

MARCH 12, 2023

Actionable insights and learnings that help your business grow. While most businesses today use NPS, CSAT, and other numbers to assess how happy their customers are, they miss a way to tell what actions will move the numbers up or down. The result? Their ultimate goal is to enable you to improve the customer experience.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Intercom

MAY 31, 2022

So grab a coffee and settle in as we dive into the three main takeaways from this discussion. Our Advocacy team brought it to our RAD team, who had also seen it come up in the NPS. They then had two strong data points to escalate the issue and action improvements.”. What did we learn? Scalable customer feedback approaches.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

SurveySensum

APRIL 14, 2023

You can run NPS surveys and analyze the results to understand. And since NPS surveys can provide valuable feedbacks that can help elevate your customer experience and propel your business forward, it is crucial to ask the right questions. Net Promoter Score (NPS) is a business metric that measures customer loyalty.

Net Promoter Score 52

Net Promoter Score NPS Customer Loyalty Close the Loop 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

InteractionMetrics

MAY 16, 2024

We combine the principles of science with cutting-edge technology to deliver specific, actionable insights. However, it’s not uncommon that when we dive in and learn about a company’s goals, it becomes clear that more questions, a different method, or a complete NPS strategy is better.

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

Retently

MARCH 26, 2024

Alternatives to Qualtrics often introduce unique features or specialize in certain areas, like customer experience surveys, NPS surveys , or employee engagement, so you’re not paying for functionalities you don’t use. Moreover, different industries might have unique requirements that demand specialized survey tools.

Sentiment Analysis 78

Sentiment Analysis NPS Social Media CRM 78

SurveySensum

NOVEMBER 11, 2021

We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. . Here are the main reasons why it is the right time to look for a Qualtrics competitor. . Can only do NPS, CES, CSAT surveys. The Merger! Not user-friendly. Too Pricey.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 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