Retently

NOVEMBER 27, 2023

Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy. Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.

NPS 143

NPS Net Promoter Score Customer Feedback Social Media 143

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? Employee Net Promoter Score (eNPS) Employee Net Promoter Score (eNPS) is a customer experience strategy used to measure employee satisfaction and loyalty. Both groups of technologies can be utilized to make analytics more actionable. What metrics should you follow?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. We know that choosing the right NPS software can be overwhelming, with so many options out there.

NPS 100

NPS B2B Net Promoter Score Actionable Insights 100

Totango

NOVEMBER 21, 2019

How to Track Customer Satisfaction with NPS . That’s why the Net Promoter Score (NPS) is a key metric to track. It is an index that assigns customers a score from one to ten. It is an index that assigns customers a score from one to ten. Best Practices for Improving Customer Satisfaction NPS Scores.

Customer Satisfaction 93

Customer Satisfaction NPS Net Promoter Score Education 93

Retently

MARCH 11, 2025

Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. Step 1: Reviewing Key KPIs (CSAT, NPS, CES, and More) CX isnt just about gut feelings its about data-driven decisions. NPS (Net Promoter Score) : Would you recommend us?

CX 115

CX Customer Experience Net Promoter Score NPS 115

Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? NPS & CSAT surveys (Retently) Captures customer loyalty, satisfaction, and open-ended feedback via NPS, CSAT and CES surveys.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Fonolo

JULY 15, 2021

These include metrics like customer satisfaction (CSat) score, average handle time (AHT), net promoter score (NPS) , occupancy rate, average speed of answer (ASA), first call resolution (FCR), and more. Education and training. Examples of operating expenses for a call center include: Employee salaries.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

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

Callminer

JUNE 3, 2019

Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer. Companies tend to struggle with this, as they fail to offer continual education programs or provide support to those that need an extra push.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Retently

JULY 8, 2024

Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. But here’s the big question: should you run an ongoing NPS campaign, periodic NPS campaigns, or maybe consider a different approach? Brief Explanation of NPS So, what exactly is NPS?

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Check this out: The ultimate guide to CSAT by Hubspot, How to choose a customer experience metric , Comparison of CSAT vs. NPS , Detailed difference between CSAT and NPS. net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS).

Customer Experience 118

Customer Experience Net Promoter Score NPS Education 118

Gainsight

FEBRUARY 23, 2024

At Gainsight, we understand the vital role that customer education plays in driving sustainable growth and fostering strong relationships with our clients. That’s why we’ve made significant investments in our own customer education program, Gainsight University. And the results speak for themselves.

Education 52

Education Net Promoter Score NPS Customer Loyalty 52

Retently

MARCH 16, 2022

Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. Actually, an Aberdeen study reveals that data-driven Customer Success programs have a 93% greater annual improvement in customer retention, and 94% annual improvement in Net Promoter Score ®.

Net Promoter Score 157

Net Promoter Score Customer Retention Customer Relationship NPS 157

Taylor Reach Group

MAY 1, 2020

There may be nothing more educational for a Customer Experience executive than taking customer calls or handling customer chats. If you have resources to devote, you can create a more sophisticated survey or even a post-call Customer Satisfaction (CSat) measurement like the Net Promoter Score ( NPS ). Talk to Them.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Beyond Philosophy

MAY 9, 2019

When I say value, I’m talking about spending or increase in their Net Promoter Score (NPS), which measures how likely they are to recommend you to friends and family. They looked at the likelihood of people voting to approve additional taxes to fund education.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Totango

DECEMBER 28, 2021

Follow up initial training with continuing education opportunities for successful team members. Consider making paid continuing education a perk to help attract top talent. For example, Net Promoter Score (NPS) surveys ask customers how likely they would be to promote you to a friend or colleague.

Net Promoter Score 102

Net Promoter Score Education NPS Start-ups 102

Beyond Philosophy

JANUARY 4, 2024

For example, if you get an improvement in a Net Promoter Score (NPS)® 1 , even if it isn’t the score you want eventually, you should celebrate it. Not only is it good for morale, but it is also excellent motivation to keep working for that higher score goal. NICE Systems, Inc., and Fred Reichheld.

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97

Fonolo

APRIL 16, 2019

I also believe that these interactions are highly under-reported, and are not afforded the weight and importance by management that they deserve, in spite of their indirect effect on a commonly used metric: the Net Promoter Score (NPS). What the Numbers Confess. The connection? Calling all Call-Backs.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

CX Journey

MARCH 24, 2016

Normally you’d start by looking at the interaction they had with your support team, pulling up the customer’s data on their customer effort score (CES) and customer satisfaction scores (CSAT), and later Net Promoter Score (NPS). NPS was specifically developed to measure customer loyalty.

NPS 53

NPS Customer Loyalty Net Promoter Score Customer Satisfaction 53

Customer Bliss

DECEMBER 20, 2016

was educate and elevate the role of the support team. Net Promoter Score. There are different views on NPS; some love it, some hate it, some are indifferent. What I liked about Amy’s approach is that she introduced NPS as way more than just a number. Amy inherently understood this. Pay It Forward.

Net Promoter Score 0

Net Promoter Score Engineering NPS Education 0

InteractionMetrics

MARCH 27, 2025

Offering more than just your product, like tips, insights, or education, creates deeper loyalty. Net Promoter Score (NPS) Finally, let’s talk about Net Promoter Score. This score tells us, “How likely are your customers to recommend you to a friend?” Absolutely!

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Experience Investigators

FEBRUARY 1, 2022

It means investing in their education, their feedback cycles, and their wellness. Hearing about a relatively unchanged Net Promoter Score (NPS) or a seemingly decent Customer Satisfaction Rate (CSAT) can lure leaders into thinking everything is fine.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS).

Customer Experience 90

Customer Experience Net Promoter Score NPS Education 90

SurveySensum

MARCH 12, 2025

Ordinal Data Categories with a meaningful order, such as education level (high school, bachelor’s, master’s) or income bracket (low, medium, high). Net Promoter Score Analysis Cross-tabulation takes your NPS analysis beyond just scoresit uncovers the why behind customer sentiment.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Zendesk

JULY 19, 2022

For many professionals—especially young ones—education is critical to their progression. Employee Net Promoter Score® (eNPS®). Employee Net Promoter Score ® is a simple metric that asks a single question: How likely are you to recommend this company to others seeking employment? and Fred Reichheld.

Net Promoter Score 98

Net Promoter Score Business Administration Customer Satisfaction NPS 98

Zendesk

JULY 19, 2022

For many professionals—especially young ones—education is critical to their progression. Employee Net Promoter Score® (eNPS®). Employee Net Promoter Score ® is a simple metric that asks a single question: How likely are you to recommend this company to others seeking employment? and Fred Reichheld.

Net Promoter Score 98

Net Promoter Score Business Administration Customer Satisfaction NPS 98

Lumoa

FEBRUARY 2, 2023

The first is CSAT (Customer Satisfaction Score). The second is NPS (Net Promoter Score). But the Net Promoter Score should be at the top of your list. We’ll talk more about the NPS in a bit. Regardless of the route you choose, you want to focus on your NPS.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Steven Van Belleghem

MAY 3, 2021

At CoolblueBezorgt, for example, the delivery service of Coolblue, every presentation of CEO Pieter Zwart starts with the Net Promoter Score or NPS (the percentage of how likely customers are to recommend a company, a product, or a service to a friend or colleague).

Customer Experience 104

Customer Experience Net Promoter Score Innovation NPS 104

C3Centricity

OCTOBER 7, 2020

Influencers love to educate others, and in doing so, they also increase their own status. This is what the infamous NPS score supposedly does. Satmetrix, Bain & Company and Fred Reichheld developed the Ultimate Question on which NPS depends: “How likely are you to recommend us to a colleague or friend?”

Net Promoter Score 115

Net Promoter Score NPS Social Media Start-ups 115

SurveySensum

APRIL 28, 2023

And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it! Many businesses use NPS as a tool to measure and improve customer loyalty. But how effective is NPS in customer service? To use NPS effectively in customer service, you need to go beyond just asking the NPS question.

NPS 52

NPS Customer Loyalty Customer Service Net Promoter Score 52

Fonolo

NOVEMBER 14, 2018

Two commonly used measures for customer satisfaction are the Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS). On the other hand, NPS measures the customer’s likelihood of recommending a product or service as a proxy for their own level of satisfaction. Twitter: @rolandflyboy.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

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

C3Centricity

SEPTEMBER 12, 2016

Every business could benefit from following what their customers think of them and I don’t mean by simply tracking your NPS ! Net promoter score) Apart from its now questioned validity, are you even sure that this metric is relevant to your industry? Of course, not everything is perfect in Peru.

Net Promoter Score 133

Net Promoter Score Social Media Customer Satisfaction Transportation 133

Customer Bliss

OCTOBER 17, 2017

Educating customers and front-line employees on self-service. Why They Embraced NPS. Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly. I’d also recommend this episode on the formulation of NPS. Automation. It’s pretty interesting.

Customer Experience 23

Customer Experience Net Promoter Score NPS CX 23

Beyond Philosophy

SEPTEMBER 24, 2020

I spent most of my time in the first five years educating people on what CX was and what it meant. However, it’s more likely that sales and the Net Promoter Score (NPS)® go up by five percent, but your competition also went up or down a little bit, or the market got more competitive or any other host of influences.

Net Promoter Score 139

Net Promoter Score AI Start-ups Entertainment 139

Experience Investigators

MARCH 5, 2024

HR and L&D teams enable employees with the processes, technology, and education they need to thrive. Employee turnover often hurts CX metrics including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) — as well as the organization’s bottom line. We’ll share strategies for doing that next!)

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map Sports 94