ECXO

MARCH 6, 2025

This closing the loop can turn around negative experiences and show customers that the company is responsive. B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes.

CX Transformation 339

CX Transformation B2B CX Government 339

Retently

JUNE 28, 2022

That is if you put your NPS® to work. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Instead of only responding to your Passives and Detractors, make an effort to close the feedback loop with all of your customers.

NPS 148

NPS Net Promoter Score Social Media Close the Loop 148

SurveySensum

FEBRUARY 7, 2025

Do you find yourself switching between multiple tools to run NPS surveys? What if your NPS surveys could automatically sync with the tools youre already using? Thats possible with NPS integration. Real-Time Feedback, Real-Time Action Slow resolutions lead to unhappy customers and low NPS scores.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

Retently

AUGUST 29, 2018

One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Luckily, turning around a negative NPS isn’t as challenging as it might seem. Is your NPS not quite as good as it could be? Use NPS to improve your product.

Net Promoter Score 152

Net Promoter Score Close the Loop Customer Service NPS 152

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Close the Loop Quickly Speed matters when addressing customer feedback.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

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). Sounds familiar? Your Customers Aren’t Used to Personalized Communication.

NPS 132

NPS Net Promoter Score Start-ups Close the Loop 132

Customer Service Life

AUGUST 22, 2019

To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Futurelab

JUNE 7, 2024

Their NPS numbers were through the roof. The brand closed the loop on them, but this case made us rethink how we interpret comments in general. But today I want to tell a story of how we analysed the comments and…decided to ignore them. Well, almost. The comments were rhapsodic.

Close the Loop 162

Close the Loop NPS Voice of the Customer Sales 162

SurveySensum

FEBRUARY 16, 2023

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.

NPS 97

NPS Net Promoter Score Close the Loop Customer Feedback 97

PeopleMetrics

DECEMBER 5, 2017

You’re measuring NPS and CSAT , and real-time alerts are coming in. Making a point to come back to “close the loop” with your customers can reap greater rewards than you might think. Closing the loop with your customer means going a step beyond just gathering and analyzing survey response data. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

SurveySensum

NOVEMBER 1, 2021

Recently, I received an NPS survey 15 minutes after I bought the product! So, 15 minutes after the purchase is certainly NOT the RIGHT TIME to send an NPS survey! And there have been many such instances where companies make major mistakes while sending NPS surveys. NPS is not TRANSACTIONAL. I haven’t even used it yet!

NPS 78

NPS Close the Loop CX CRM 78

Retently

JULY 4, 2023

Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. What value can NPS provide for your much smaller, more hands-on business? By tracking your business’ NPS, you gather full knowledge of its strengths and weaknesses.

Net Promoter Score 158

Net Promoter Score NPS Close the Loop Customer Satisfaction 158

Lumoa

JANUARY 31, 2023

Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? Why did we choose NPS? Voice of the customer: where to start?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Retently

JULY 8, 2024

Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

PeopleMetrics

JUNE 16, 2016

We call that “ closing the loop.”). The half that think they have access to helpful materials have an NPS of 79 (i.e., The half that don’t think they have access to helpful materials have an NPS of 26 (i.e., You’ll find yourself compelled to continue closing the loop on customer feedback.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

Retently

JULY 29, 2018

Like every metric that depends on user-submitted data, NPS© gets more accurate as the audience size and survey response rate grows. NPS surveys score much over the norm, with an average survey response rate of 30 to 40% for an effective campaign. Experiment with the standard NPS rating question and adjust the Open-ended question.

NPS 88

NPS Net Promoter Score Customer Satisfaction Touchpoint 88

Retently

AUGUST 23, 2022

You can get by without paying attention to NPS, but you will thrive when using it as a growth north star. The higher your NPS, the higher the chance that your customers will turn into active Promoters and enthusiastic advocates for your products. NPS depends on consistency. Don’t overthink the statistics.

Net Promoter Score 147

Net Promoter Score NPS Non-Profits Customer Satisfaction 147

Fonolo

JULY 27, 2021

Net promoter score (NPS). Net promoter score (NPS) is a metric that measures the likelihood of a customer recommending the company to friends, family, and colleagues. Low ASA may be a cause for concern — but if your CSat and NPS is high, it’s likely that your customers are engaged and happy with the service.

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

Lumoa

FEBRUARY 9, 2023

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 167

Net Promoter Score Customer Experience B2C Social Media 167

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

Intercom, Inc.

OCTOBER 22, 2020

Paul Hagen, a former CX Analyst at Forrester, says that a breakdown in CX often occurs for one of two reasons – a lack of strategy or poor execution that fails to close the loop from customer feedback to action. In fact, despite the many opportunities CX affords, studies show that 93% of CX initiatives are actually failing.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

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

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

Retently

JANUARY 13, 2019

Net Promoter Score® (NPS®) is usually correlated with a business’ growth potential – and for good reason. However, it’s important to understand that there’s more to an NPS campaign than the score itself. Don’t worry, though – we’ve got you covered with useful tips on how to analyze the survey data from your NPS campaigns.

NPS 72

NPS Net Promoter Score Sentiment Analysis Customer Satisfaction 72

Hodusoft

OCTOBER 23, 2024

What is Net Promoter Score (NPS)?​ Brief History and Overview of NPS The NPS Formula: How It’s Calculated Explanation of the NPS Scale: Promoters, Passives, and Detractors What's the NPS Score Organizations Should Aim For? ” He called the metric the Net Promoter Score or NPS®.

Net Promoter Score 52

Net Promoter Score Contact Center NPS E-commerce 52

Totango

JULY 6, 2021

Net Promoter Score (NPS). Another important loyalty KPI is Net Promoter Score (NPS). NPS uses a scale of 0 to 10 to identify what percentage of your customers are “promoters” who are likely to recommend your brand or product to family and friends. Unlike NPS, CLI doesn’t have a standard scale.

Customer Loyalty 114

Customer Loyalty Net Promoter Score NPS Voice of the Customer 114

Totango

SEPTEMBER 1, 2020

Pay Attention to NPS and Close the Loop. Closely Follow Product Usage. Pay Attention to NPS and Close the Loop. Net promoter scores (NPS) can reveal a customer’s current opinion of your product. Apply Lessons Learned from Previous Churn Cases. Value Escalation and Support Information.

Net Promoter Score 111

Net Promoter Score Close the Loop NPS Construction 111

Lumoa

FEBRUARY 20, 2018

net Promoter score® (NPS) Net Promoter System has been proudly called " the only number you need to grow ". At Lumoa, we love NPS and widely recommend it to our customers. Why did we choose NPS? It's very likely, that you have already answered NPS surveys multiple times yourself. Cross organizational silos.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

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 152

B2B NPS Start-ups Actionable Insights 152

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??Note:

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

SurveySensum

APRIL 7, 2025

NPS, CES, CSAT surveys, and more Launch any type of survey you want – product, onboarding, CSI, pulse or more – and go beyond the NPS , CES, and CSAT surveys. Build and launch NPS, CSAT, and other surveys without any hassle. *Source: G2 , Sep 11, 2023 3.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

Retently

MAY 10, 2018

Below, we detail how to use NPS® and the acquired knowledge to guide your product roadmap. We’ve included actionable tips to help you apply NPS data as effectively as possible. In our Net Promoter Score guide , we explain how these ratings collectively contribute to your final NPS score.

Net Promoter Score 61

Net Promoter Score NPS Close the Loop Customer Feedback 61

Experience Investigators

NOVEMBER 16, 2021

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. And that’s what this is all about.

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

JUNE 26, 2024

But the question here is that lots of businesses use NPS to boost their customer loyalty , but what is it that Amazon is doing differently that is making such a difference? Sign up today to launch, track, and analyze your NPS program with SurveySensum to understand and meet your customers’ expectations! Benefits of Amazon NPS Score 1.

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

Lumoa

JANUARY 3, 2023

e.g.typical NPS question) . This is different from just getting a 9 in an NPS rating. There are many different metrics to choose from, such as CSAT, NPS, and Customer Effort Score. For example, If you only have NPS, you only need to explain one metric to your stakeholders, or the organization. open-ended questions).

NPS 147

NPS Touchpoint Construction Close the Loop 147

SurveySensum

SEPTEMBER 7, 2023

But more often than not, businesses make this common mistake while sending an NPS survey. The success of the NPS survey majorly depends on timing. Also, sending the right type of NPS survey at the right time matters a lot. Well, there are two types of NPS surveys – relationship NPS surveys and transactional NPS surveys.

NPS 52

NPS Net Promoter Score Close the Loop B2B 52