Zendesk

MAY 17, 2022

Net Promoter Score® (NPS). CSAT, CES, and NPS are the most commonly used customer satisfaction metrics because they’re straightforward and simple to implement. NPS measures a customer’s overall perception of your brand (not their impression of a particular interaction or purchase). NPS data is collected through a survey, too.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

SurveySensum

JULY 14, 2020

Additionally, she is an Adjunct Faculty at the Rutgers executive education MBA program, Contributor of the Forbes, Harvard Business Review and Hemispheres Magazine, and Host of the podcast The Modern Customer Podcast and The Be Your Own Boss. Bob Azman – Consultant, CX Officer, Educator, Keynote Speaker, Board Member. Foundation.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SugarCRM

SEPTEMBER 5, 2019

If you are scratching your head how to decide how to make a short and interactive survey, a single NPS survey question can be your savior. First, Calculate your NPS Score. For instance, an NPS survey shows 50% of your customers are promoters, and 20% are detractors. Your NPS score is 30 (50%-20% = 30). Here’s how.

NPS 30

NPS Net Promoter Score Transportation Hospitality 30

Totango

AUGUST 21, 2020

These engagements are triggered by customer behavior, such as by a drop in product use or slow adoption after onboarding, or by events like opening a support ticket or a response to an NPS score. . The hospitality platform SevenRooms needed to pivot to help restaurants affected by COVID-19. Case Study: Zoom. Case Study: SevenRooms.

NPS 78

NPS Sports Hospitality Hospitality 78

Execs In The Know

MAY 4, 2023

I began my career in the hospitality industry focusing on weddings and I loved it! So, while loyalty and service have always been at the core of the brand, we knew we needed to get post-purchase behavior, word of mouth, and Net Promoter Score (NPS) right. We also offer tons of education about cycling, which is important to us.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

SurveySensum

SEPTEMBER 25, 2024

No wonder Amazon’s NPS stands at 73 and its score in the American Customer Satisfaction Index (ACSI) was 83 out of 100, showing a positive customer sentiment. In 2023, Apple’s NPS was 61, comfortably above the industry average of 58 in tech and software. Power’s 2024 survey, which is above the industry average of 676.

Customer Service 52

Customer Service Hospitality Hospitality NPS 52

1 to 1

OCTOBER 30, 2024

The report’s respondents represent an array of business sectors, from banking and financial services to technology, transportation, insurance, hospitality, travel, entertainment, retail, and the public sector. As a result, NPS rose to the 70s while CSAT and answer rates broke records at the vacation rentals company.

Contact Center 26

Contact Center Retail Transportation Entertainment 26

CX Journey

OCTOBER 6, 2016

Guinness had a savings and loan division for staff, hospital and hospice stays were paid for, and employees received two-thirds of their salary if they were out sick. They wanted healthy, educated, and solvent employees working for them. For customers, Tangerine measures NPS and tracks J.D. Back in the early 1900s!

Hospitality 67

Hospitality Hospitality Start-ups NPS 67

SurveySensum

AUGUST 9, 2022

SurveySensum is one of the best survey tools that use AI and other advanced technologies to create intelligent NPS, CES, CES, CSI, SSI, and market research forms and surveys to gather customer feedback. The solution works best for industries like Education, Healthcare, Technology, Retail, Financial Services, B2B, Travel, Hospitality, etc. .

Sentiment Analysis 52

Sentiment Analysis NPS ML Start-ups 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. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Fonolo

JULY 5, 2023

Hospitality firms (think Disney or Ritz-Carlton) are masters at turning mundane customer service encounters into memorable experiences that nurture customer loyalty. Consider including a short, binary or NPS-style scale in these places: At the end of emails On receipts After customer sales calls At the bottom of self-help articles 2.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Qualtrics

AUGUST 20, 2021

When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ As far as what we see across our clients for relationship programs, an annual CSAT NPS-type survey, 20-30% B2B response is average. For example, there are more stringent barriers in some hospital networks than there are in an office setting.”

B2B 26

B2B CX NPS Hospitality 26

Qualtrics

FEBRUARY 12, 2019

We need to find better and more proactive ways to educate and help consumers navigate through the health system, whether that’s to direct them to the right place for care or to increase the transparency regarding the cost of care. People are frustrated with healthcare – it’s complex, expensive and lacks transparency.

Healthcare 30

Healthcare Net Promoter Score NPS Hospitality 30

Help Scout

JUNE 22, 2021

An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. Key customer insights like customer satisfaction score and NPS help your customer service team improve and grow their impact. Consider how many negative responses you’ve had to CSAT or NPS surveys, then multiply it by 26 — scary, right?

Customer Service 130

Customer Service Social Media Omnichannel NPS 130

Gainsight

AUGUST 20, 2024

AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM)—and virtually every area of business—is evolving at a remarkable pace. With Gainsight, PopMenu doubled productivity, nearly tripled NPS scores, and achieved a coverage model that supports customers with fewer CSMs.

AI 52

AI Scorecard Text Analytics Predictive Analytics 52

Gainsight

SEPTEMBER 22, 2022

Inovaccer goes beyond traditional metrics such as NPS and CSAT by providing an additional engagement score for every customer. In these circumstances, the government incentivizes physicians to save money by sending patients to associated facilities or hospital systems, like Dignity and Banner Health, that Innovaccer services.

Healthcare 52

Healthcare Pharmaceutical Government Agriculture 52