SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. Understand Where You Stand Before improving your NPS, its essential to establish a baseline. So, understand the structure of the current NPS program. When are you sending the NPS surveys?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Retently

AUGUST 12, 2024

That’s where NPS (Net Promoter Score) comes in. 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! Opt for specialized tools for better customization, detailed insights and improved customer engagement.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. But how can you know if it is a good or bad NPS score ? But for that, we must first understand what NPS is and how NPS is calculated. This is the foundational NPS formula. Now, the NPS score can be anywhere between -100 and +100. What Qualifies as a Good NPS Score?

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

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

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. Not to forget that every customers path is different. If not, why?

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

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. Others are experiments we’ve explored to capture targeted data.

B2B 152

B2B NPS Start-ups Actionable Insights 152

SurveySensum

APRIL 7, 2025

Understanding Its Value for CX Professionals SurveyMonkey is a feedback management tool widely used for gathering customer feedback, offering drag-and-drop survey design and data analysis tools that yield actionable insights. Build and launch NPS, CSAT, and other surveys without any hassle. But Is SurveyMonkey Worth It?

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

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 66

NPS Net Promoter Score Actionable Insights Sentiment Analysis 66

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

AUGUST 13, 2024

Whether it’s a recent purchase, a support interaction, or using a new feature, CSAT captures your customers’ immediate feelings about that specific touchpoint. CSAT vs XSAT: Key Differences When it comes to understanding customer satisfaction, both CSAT and XSAT offer valuable insights, but they do so in different ways.

Customer Experience 108

Customer Experience NPS Net Promoter Score Customer Satisfaction 108

Retently

JANUARY 13, 2025

While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience. 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).

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116

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

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 133

CX NPS Customer Satisfaction Start-ups 133

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. 11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. For example, if you want to know how happy your customers are, you use the NPS metric.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

OCTOBER 17, 2024

In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. As a result, the initial step is to collect feedback from customers via various channels, such as online reviews, NPS /CSAT surveys, social media reviews, and customer support tickets.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

SurveySensum

FEBRUARY 17, 2025

Recurring Trends Identification : It highlights recurring keywords, emerging patterns, and customer pain points to reveal actionable insights. Real-time Reporting : Dashboards visualize findings, making it easy to monitor trends and take data-backed actions. Now, What Are the Key Features to Look for in a Text Analytics Tool?

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. Qualtrics Allows closed-loop follow-ups Collect data from different sources Generate real-time insights into CX Contact to know the pricing details 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

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

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

SurveySensum

JULY 9, 2024

And because of this experience, the coffee giant currently enjoys an NPS score of 77, one of the highest in the sector! Key Drivers of Starbucks NPS Score 1. Now, these are all the key drivers behind Starbucks NPS score , but there is one important driver that needs an honorable mention. Fascinating, right?

NPS 52

NPS Customer Loyalty Social Media Customer Retention 52

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers.

NPS 52

NPS Close the Loop Customer Satisfaction Actionable Insights 52

CX Accelerator

JULY 1, 2019

This is a great opportunity to invite customers to provide insight. List out all the touchpoints.Identify the touchpoints that become pain points for customers that experience a disability. Call to Action Thank you for allowing me (Sheri) to share my story of inclusive customer experience, or lack thereof with you.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

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. Amplitude Research Amplitude Research offers full-service survey administration and diverse customer research surveys, including net promoter score (NPS) and client testimonials.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

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

FEBRUARY 28, 2023

Many businesses fall into the trap of only thinking about specific customer touchpoints—like contacting your support team—but isolating any touchpoint from the overall customer journey is dangerous: You can improve your support touchpoints, but what if your onboarding experience is awful? It helps you prioritize.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

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 119

Customer Service Net Promoter Score NPS Customer Satisfaction 119

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. 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.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Retently

OCTOBER 16, 2024

Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Customers appreciate the simplicity, and businesses benefit from actionable insights with minimal effort​.

Customer Satisfaction 134

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 134

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. At Key Customer Lifecycle Touchpoints. So, what is CSAT? CSAT Meaning.

Customer Satisfaction 150

Customer Satisfaction Healthcare Retail Touchpoint 150

SurveySensum

JULY 3, 2019

Real-time and actionable insights can drive a successful guest experience management for restaurants. Understanding the growing expectations of guests can help you craft exceptional and personalized experience at different touchpoint. Experience is the influencer in the hospitality industry.

Net Promoter Score 74

Net Promoter Score Hospitality Hospitality Actionable Insights 74

Lumoa

NOVEMBER 21, 2023

NPS Versus AI tools Typically, NPS (Net Promoter Score) is the most widely used customer experience metric. It can provide all the necessary ingredients for actionability. With additional queries, this metric can offer some fruitful insights into what drives the satisfaction or dissatisfaction of customers.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Retently

AUGUST 15, 2024

As a matter of fact, there are about twice as many CSAT tools than NPS available, particularly for brands. Broad Applicability : CSAT surveys can be used at various touchpoints in the customer journey, from post-purchase to customer support interactions.

Retail 106

Retail Customer Satisfaction NPS Customer Feedback 106

Retently

DECEMBER 10, 2024

It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. The platform empowers organizations to gather actionable insights, automate feedback collection, and integrate these insights seamlessly into their workflows.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

Win the Customer

SEPTEMBER 11, 2023

At its core, CX success is about meeting and surpassing customer expectations at every touchpoint of their journey with your brand. They provide actionable insights into what’s working, what needs improvement, and where you should focus your resources. Essential CX Metrics for Success 1.

CX 59

CX Net Promoter Score Customer Experience Touchpoint 59

SurveySensum

JANUARY 8, 2024

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. SaaS SaaS Touchpoints When to Conduct the Survey? B2B SaaS B2B SaaS Touchpoints When to Conduct the Survey?

Touchpoint 52

Touchpoint B2B NPS Manufacturing 52