Retently

SEPTEMBER 3, 2024

Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs. NPS post-demo survey The insights gathered from this survey are invaluable for fine-tuning our sales approach. After the trial ends, we send a post-trial NPS survey to ask what drives customer decisions.

B2B 153

B2B NPS Start-ups Actionable Insights 153

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

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

Experience Investigators

NOVEMBER 16, 2021

Collecting feedback to collect feedback is a fool’s game. To measure this, Net Promoter Score (NPS) is reported for both new customers and those who have been with the company for 13 months. In this example, a feedback program goal could be to uncover why NPS is significantly lower for the year-plus customers than the new customers.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

SurveySensum

JULY 16, 2024

Key Drivers Behind Google NPS Score Google currently has an NPS score of 58 which can be considered a good NPS score when compared to the industry average of 61. And here are the top drivers of Google NPS. The value provided at no cost boosts user satisfaction and loyalty, contributing positively to NPS.

NPS 52

NPS Customer Loyalty Close the Loop Engineering 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

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Both groups of technologies can be utilized to make analytics more actionable. Image by Retently.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

MAY 11, 2023

So how can you stay ahead of the game? — By listening to your customers, of course! One way to do this is by using Net Promoter Score (NPS), a simple and widely used metric that helps businesses measure customer satisfaction, benchmark their performance against competitors, and identify areas for improvement. What is NPS?

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 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

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Waypoint Group

DECEMBER 3, 2015

It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. Closing the loop is a must. The post Why Selling to Businesses Changes the CX Game & What You Need to Know to Win appeared first on Waypoint Group. Too much can happen in a year for this to be effective.

Gaming 40

Gaming CX B2B B2C 40

SurveySensum

MAY 2, 2024

Having mastered the art of listening, let’s see how companies translate this symphony of the voice of the customers into real-world improvements through the power of closed-loop feedback. Impact of Closed Loop on Customer Service: 10 Brand Examples 1. A customer-forged masterpiece: their best POS system ever.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 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

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Both groups of technologies can be utilized to make analytics more actionable. Image by Retently.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Qualtrics

JULY 2, 2019

NPS Benchmarks from the XM Institute help your organization to clearly understand the leaders delivering the best customer experiences in each industry and identify how the results of your organization compare. Learn more about our NPS benchmarks. Online Reputation Management. Faster, simpler in-app reviews. Plus, much more!

Innovation 39

Innovation Close the Loop Social Media NPS 39

Waypoint Group

AUGUST 1, 2018

This means that the players have less skin-in-the-game because the initial decision wasn’t theirs. I hope you don’t just want a vanity metric… I think we’re all tired of those NPS press releases that promote a company’s own artificially-high/gamed Net Promoter Score. Key-driver analysis becomes critical here.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

DECEMBER 20, 2023

Businesses that understand and embrace these shifts have a secret weapon: they’re ahead of the game. How to measure : The NPS Survey asks questions like, “ On a scale of 0 to 10, how likely are you to recommend our product or service to a friend or colleague? The formula is NPS = % Promoters – % Detractors.

Net Promoter Score 52

Net Promoter Score Customer Service NPS Customer Satisfaction 52

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! The magic happens when companies “close the loop” and tell customers about improvements made because of their responses. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Voice of the Customer Close the Loop 52

Qualtrics

NOVEMBER 6, 2020

Using the popular Net Promoter Score (NPS) question “how likely is it you would recommend our product/service to a friend or colleague?” You can ask this NPS question as a pop-up survey within the app, after a customer has used the product. can determine how much customer loyalty you have. What would you improve about today’s event?

Net Promoter Score 44

Net Promoter Score Customer Loyalty Close the Loop NPS 44

SurveySensum

JULY 13, 2023

If you want to follow the steps of big brands like Amazon, and Zappos who have won the game of retail customer experience? Launch CSAT and NPS surveys to assess customer satisfaction and loyalty. Get instant detractor alerts on your CRM so you can close the loop in time. Then this guide is for you.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

If you want to follow the steps of big brands like Amazon, and Zappos who have won the game of retail customer experience? Launch CSAT and NPS surveys to assess customer satisfaction and loyalty. Get instant detractor alerts on your CRM so you can close the loop in time. Then this guide is for you.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 20, 2023

With SurveySensum you can: Create NPS, CSAT, and CES surveys in a matter of minutes. Get instant detractor alerts on your CRM so you can close the loop in time. They’ve got that reputation game on lock! Plus, they’re super open about where their products come from. All this stuff they do?

Retail 52

Retail Customer Feedback CX Social Media 52

PeopleMetrics

APRIL 17, 2025

NPS, CSAT, key drivers these are still essential for measurement and benchmarking. The game-changer right now is conversational AI follow-ups to customer comments. Close the loop on alerts fast. Work with a VoC partner who gets AI. Its not just about software anymore you need expertise in CX and AI. Automate it.

VOC 62

VOC AI Close the Loop Machine Learning 62

SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Unfortunately, this is not an isolated case of NPS gaming. While your NPS score will be high, this only gives you a false sense of growth and even damage your brand’s reputation.

NPS 52

NPS Gaming Education Customer Satisfaction 52

Qualtrics

AUGUST 22, 2019

CX in B2B is a different ball game than B2C. Integrating experience data – such as NPS, satisfaction and response times – with operational data – like renewal rates and account growth – allows you to identify the critical moments that not only matter to your customers but have a direct financial benefit.

B2B 29

B2B CX B2C Close the Loop 29

Retently

APRIL 18, 2025

Delivery Experience Redefining Speed: What Customers Actually Want How Ecommerce Brands Can Deliver Perceived Speed Rethinking Your Metrics: Speed, CSAT and NPS Fast Is Expected, Experience Is the Advantage Conclusion: Deliver Trust, Not Just Speed Remember when 2-day shipping felt like a total game-changer? No guessing games.

NPS 90

NPS Gaming Net Promoter Score Start-ups 90

PeopleMetrics

APRIL 22, 2025

From NPS to VoC, AI has transformed how we look at and act on customer experience. Lesson #5 Revisited: Youve Got to Know and Use NPSEven in the Age of AI NPS remains a cornerstone of customer loyalty measurement. Lesson #30 Revisited: Closing the Loop on AlertsHas AI Changed This? Check out the complete series below!

AI 62

AI VOC Text Analytics NPS 62