ECXO

JULY 29, 2024

Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Net Promoter Score (NPS) : Measures customer loyalty by asking how likely customers are to recommend your company to others.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Retently

MAY 15, 2024

If you’re managing a website and wondering how to gauge if your visitors are digging their experience, then Net Promoter Score ® might have popped up on your radar. Let’s start by looking at the pros and cons of surveying your website visitors for Net Promoter Score and direct feedback.

Net Promoter Score 78

Net Promoter Score NPS Start-ups Actionable Insights 78

eglobalis

JUNE 27, 2024

Insights from these teams at companies like Salesforce, DHL, and Walmart highlight trends and areas for improvement. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. CDPs enable real-time analysis and segmentation.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. The Collaborative Future of NPS NPS remains an essential metric, and AI has unlocked its full potential by providing richer context, actionable insights, and predictive capabilities.

NPS 118

NPS AI Net Promoter Score E-commerce 118

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

NPS 232

NPS Net Promoter Score Customer Loyalty Start-ups 232

ECXO

DECEMBER 4, 2024

It’s important to note that these KPIs serve as indicators of customer success and provide actionable insights for companies to improve their strategies and offerings. This score helps assess overall customer sentiment and identify promoters, passives, and detractors.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

CX Accelerator

JANUARY 7, 2019

The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

SurveySensum

APRIL 14, 2023

What is the Net Promoter Score? Net Promoter Score (NPS) is a business metric that measures customer loyalty. By analyzing customer feedback and insights, businesses can improve CX and drive customer loyalty, ultimately accelerating growth. And that’s what we are focusing on here today.

Net Promoter Score 52

Net Promoter Score NPS Customer Loyalty Close the Loop 52

Lumoa

MARCH 31, 2021

In this article, we cover what actionable insights are, why they’re important, how to collect the information you want and some tips on taking action. What are Actionable Insights? The actionable insight would be to change the design of the survey and rephrase/change the question.

Actionable Insights 78

Actionable Insights NPS Net Promoter Score Customer Feedback 78

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. 6 Common Rookie Mistakes in Net Promoter Score Analysis 1.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Retently makes it easy to measure your brand’s NPS score and link it to other customer satisfaction metrics. This can lead to: 1.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Retently

MAY 25, 2022

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback). Your Customers Aren’t Used to Personalized Communication.

NPS 131

NPS Net Promoter Score Start-ups Close the Loop 131

Callminer

JUNE 3, 2019

Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer. The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. Lack of resources is a major stressor.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. They are specifically designed to measure various areas of customer satisfaction and capture actionable insights for the brand to improve.

NPS 134

NPS Net Promoter Score Customer Satisfaction Customer Feedback 134

Lumoa

JUNE 4, 2018

Its machine learning powered service makes customer feedback actionable and allows companies to easily pick, in real time, the right improvement actions that have strongest impact on the customer experience. This is a very exciting combination of technologies in a growing market”, says Aleksi Partanen , partner at Icebreaker.vc.

Net Promoter Score 113

Net Promoter Score AI Customer Experience Machine Learning 113

SurveySensum

MARCH 12, 2025

Contingency table analysis enables you to systematically compare these variables side-by-side, revealing nuanced patterns and correlations that lead to deeper, actionable insights. 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

AUGUST 5, 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. Customers respond on a scale of 0 to 10, and based on their answers, they’re categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). Top Pick for B2B SMBs 1.

NPS 100

NPS B2B Net Promoter Score Actionable Insights 100

Retently

AUGUST 3, 2023

Although effective, the Customer Satisfaction Score (CSAT) and Customer Effort Score (CES) can only be used to assess the performance of independent transactional processes. Improve Your Net Promoter Score Transactional interactions are no longer enough.

Net Promoter Score 145

Net Promoter Score Customer Experience Social Media NPS 145

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. After all, Net Promoter Score is a popular way to gauge how happy your customers are and how likely they are to recommend your business to others. It’s a straightforward metric that many businesses use to celebrate their customer satisfaction.

NPS 146

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 146

PeopleMetrics

JUNE 26, 2019

The majority are measuring transactions by using metrics like Net Promoter Score (NPS) or CSAT. However, these data points don’t always expose easy-to-action insights. If you want to marry CX feedback data with actionable insights, you’ll need to measure: What are you customers asking and how frequently?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. And generally, a negative score indicates poor performance because of more detractors. Taking Action on Feedback: Banks often struggle to convert the feedback received into actionable insights. Can NPS help in reducing customer churn in banking?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Retently

SEPTEMBER 6, 2018

One of the biggest advantages of Net Promoter Score © is its versatility. In this guide, we’ll look at the key differences between relationship and transactional NPS ( tNPS ) to help you understand how each survey method can enable business growth, increase retention and generate more actionable insights from your customers.

NPS 66

NPS Net Promoter Score Actionable Insights Sentiment Analysis 66

ClientSuccess

MAY 25, 2023

This AI-driven intelligent summary enables businesses to make informed decisions and take immediate action to drive positive outcomes. Net Promoter Score (NPS) Analyzer The NPS Analyzer feature generates an intelligent analysis of Net Promoter Score (NPS) campaigns.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Zendesk

JANUARY 30, 2023

This metric—customer sentiment—can be captured and analyzed in a host of ways, from traditional tools such as CSAT and Net Promoter Score (NPS)® to AI-driven programs that parse large amounts of consumer language to identify tone and intent. This too can be a productive way to sort data into actionable insights.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

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. Dive into this blog to explore 11 actionable insights and uncover the full potential.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Totango

NOVEMBER 10, 2021

Net Promoter Score (NPS). With Totango’s all-in-one customer success platform, you are able to build out customized dashboards that show you how well your CSMs are performing as well as provide you with actionable insights into your customer’s journey and overall health. Ready to get started?

Net Promoter Score 90

Net Promoter Score NPS Sports Actionable Insights 90

SurveySensum

MARCH 10, 2025

Reporting and Actionable Insights Data means nothing without actionable insights. Reporting and Actionable Insights Data means nothing without actionable insights. Spot trends over time : Are more customers unhappy after a recent update?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Retently

MARCH 18, 2024

Count on actionable insight to elevate your customer interactions. In this context, three main customer satisfaction metrics stand out due to their effectiveness and widespread usage: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).

Customer Service 118

Customer Service Net Promoter Score NPS Customer Satisfaction 118

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. An NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

NPS 78

NPS Net Promoter Score CEM Customer Satisfaction 78

SurveySensum

OCTOBER 29, 2024

So, let’s discover how contact center analytics can help you gain actionable insights about this touchpoint and your overall business and optimize your operations. With the help of advanced analytics in the customer service process, you can optimize and streamline your activities and improve your customer experience.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

SEPTEMBER 20, 2024

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. HubSpot NPS stands for Net Promoter Score integrated with HubSpot’s CRM platform. What is HubSpot NPS?

NPS 52

NPS Net Promoter Score Actionable Insights CRM 52

Retently

AUGUST 12, 2024

That’s where NPS (Net Promoter Score) comes in. If you operate in the ecommerce or retail space, look for a user-friendly interface and real-time feedback capabilities – perfect for businesses needing quick, actionable insights. But how do you measure that happiness? Integrated helpdesk tools may lack depth.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

SurveySensum

JULY 3, 2019

Real-time and actionable insights can drive a successful guest experience management for restaurants. Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty.

Net Promoter Score 74

Net Promoter Score Hospitality Hospitality Actionable Insights 74

Totango

FEBRUARY 11, 2022

For example, Amazon, which has the highest customer satisfaction rating in its industry as measured by Net Promoter Score , generates a third of its revenue from cross-sells, illustrating how a good customer experience can increase spending per customer. Inform Customers How You Use Their Feedback.

B2B 114

B2B B2C Customer Experience Net Promoter Score 114

Lumoa

NOVEMBER 19, 2017

Our favorite metric system is Net Promoter Score® that consists of only two questions: a recommendation score and an open why-question. The free text feedback is a great source for insights while the numbers can be used in metrics follow up and target setting. A list of customer comments is not actionable.)

Customer Feedback 114

Customer Feedback Net Promoter Score NPS Start-ups 114

Retently

JANUARY 13, 2025

When it comes to understanding customer satisfaction, CES is part of a powerful CX trio that includes Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Retently goes beyond traditional feedback collection by providing actionable insights that help businesses improve customer experiences in real-time.

Sentiment Analysis 115

Sentiment Analysis Net Promoter Score NPS Touchpoint 115

Retently

AUGUST 13, 2024

If you need quick, actionable insights about a specific interaction, CSAT is your go-to metric. Integration with Other CX Metrics While CSAT and XSAT are valuable on their own, they can be even more actionable when integrated with other customer feedback tools like NPS (Net Promoter Score) or CES (Customer Effort Score).

Customer Experience 107

Customer Experience NPS Net Promoter Score Customer Satisfaction 107