Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. NPS Measures Customer Satisfaction, Not Public Opinion. What’s more, with 4.59

Social Media 155

Social Media NPS Net Promoter Score Customer Satisfaction 155

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers.

CX Transformation 339

CX Transformation B2B CX Government 339

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry 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? And this is where NPS comes into play.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Retently

FEBRUARY 20, 2023

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this. RFM and NPS are widely used in ecommerce for these purposes.

NPS 142

NPS Customer Satisfaction Net Promoter Score Social Media 142

Retently

JULY 11, 2022

Luckily, you can accurately calculate and project monthly recurring revenue trends using your NPS data. In this post, we’ll explain how you can do it, as well as how you can use this data to adjust your business to increase MRR, improve retention and generate more revenue. How SaaS Companies Can Project Monthly Revenue Using NPS.

NPS 150

NPS Net Promoter Score Customer Acquisition Start-ups 150

Retently

MAY 26, 2023

This makes it easy for customers to respond and reduces the level of hesitation common to long, complicated satisfaction surveys. Since NPS® gives you both a quantitative score and real, qualitative feedback , acting on the advice and information you receive from customers is a quick, simple and straightforward process.

Net Promoter Score 133

Net Promoter Score NPS Close the Loop Customer Satisfaction 133

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. Now, were here to share that knowledge with you.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

SurveySensum

FEBRUARY 13, 2025

Companies that lead in customer experience are now outperforming laggards by nearly 80%. NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. So, let’s get started.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers. What Is NPS Software?

NPS 108

NPS Net Promoter Score Customer Satisfaction Customer Retention 108

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? Review “lost customer” feedback. Advocate for customer-friendly changes.

Customer Retention 117

Customer Retention Finance Customer Service Business Growth 117

eglobalis

JUNE 27, 2024

Regularly updating the strategy based on customer feedback and evolving market conditions is crucial. This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights.

Customer Experience 453

Customer Experience VOC Net Promoter Score Government 453

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

eglobalis

SEPTEMBER 16, 2024

In terms of revenue growth, businesses that invest in CX often see higher customer retention rates and increased lifetime value of clients. Customer-centric organizations tend to outperform their competitors because they consistently deliver value across the customer journey.

B2B 375

B2B Customer Experience Touchpoint CX 375

ECXO

DECEMBER 4, 2024

The specific KPIs used may vary depending on the company’s goals, industry, and customer segment. Here are some common KPIs used in each sector: 1. SaaS companies a. Customer Retention Rate: This KPI measures the percentage of customers who renew their subscriptions over a specific period.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release? Tracks how customer sentiment, retention, and support efficiency have evolved over time. Yet the real value comes from customer comments.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Beyond Philosophy

OCTOBER 4, 2019

RICOH Canada decided the only way forward in an aggressive industry with little competitive differentiation was in the Customer Experience. They embarked on a Customer Experience Journey that they are still on today—and with great success. They increased their Net Promoter Score® [i] (NPS) by 34 points over 30 months.

NPS 21

NPS Net Promoter Score Customer Retention Customer Loyalty 21

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention Net Promoter Score Start-ups NPS 92

Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements.

CX 115

CX Customer Experience Net Promoter Score NPS 115

ECXO

JULY 29, 2024

Regularly updating the strategy based on customer feedback and evolving market conditions is crucial. This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

SurveySensum

JULY 15, 2024

And to measure how loyal these customers are, they use Net Promoter Score (NPS). But what is Disney NPS, and what are the factors contributing to enhancing customer experience that makes millions of people visit these world parks? What is Disney NPS? Now let’s look at the competitors of Disney along with their NPS.

NPS 52

NPS Customer Retention Net Promoter Score Entertainment 52

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 126

Net Promoter Score NPS Customer Retention Innovation 126

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Net Promoter Score 162

Net Promoter Score Customer Experience NPS Customer Satisfaction 162

Retently

AUGUST 2, 2024

When it comes to customer experience, the Net Promoter Score(NPS) is a key measure of customer loyalty and satisfaction. Yet, deciding whether to include customers who have lodged complaints in NPS surveys can be tricky. As a result, you’ll end up with lower response rates and less reliable NPS data.

NPS 78

NPS Net Promoter Score Customer Satisfaction Construction 78

eglobalis

OCTOBER 1, 2024

When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

CX 443

CX Finance Customer Journey Map Innovation 443

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

Retently

MAY 21, 2024

For example, can you trust Net Promoter Score data if the customer who left it happens to be a friend or acquaintance? Can you trust your Net Promoter Score as a whole if you keep in close contact with a large number of your customers and clients? Why does NPS matter to businesses? NPS is not just about a number.

Net Promoter Score 139

Net Promoter Score NPS Start-ups Customer Retention 139

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. That’s where NPS (Net Promoter Score) comes in. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. So, what is NPS ?

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

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

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. 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?

Net Promoter Score 158

Net Promoter Score NPS Close the Loop Customer Satisfaction 158

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal. This gives you a Net Promoter Score that serves as a customer satisfaction baseline.

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Acquisition 78

eglobalis

AUGUST 13, 2024

This ecosystem lock-in is a significant factor in customer retention. Customers trust Apple to deliver a consistently high standard of performance. Consistent Quality and Reliability: Apple’s commitment to quality and reliability ensures that their products perform well and last long.

CX 507

CX Innovation Manufacturing Technology 507

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. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. NPS depends on consistency. Don’t overthink the statistics.

Net Promoter Score 147

Net Promoter Score NPS Non-Profits Customer Satisfaction 147

Retently

AUGUST 1, 2024

When should you start quantifying sentiment using NPS®? Begin measuring NPS as soon as you have a stable product and a steady stream of customers to get valuable feedback early on. Ensure you have a sufficient number of customers for accurate and reliable NPS results. Start using NPS When Are Your Results Reliable?

Net Promoter Score 147

Net Promoter Score NPS Start-ups Invoicing 147

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Journey Map Net Promoter Score Scorecard 90