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. Why is it important?

NPS 103

NPS B2B Net Promoter Score Actionable Insights 103

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. NPS is calculated using a specific formula that draws on data from customer satisfaction surveys. . You can also break customers out into NPS segments to identify trends.

Customer Satisfaction 93

Customer Satisfaction NPS Net Promoter Score Education 93

ECXO

JULY 29, 2024

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. Cultural Sensitivity Training : Offer training programs to educate employees about cultural differences and regional preferences.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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

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

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 118

CX Customer Experience Net Promoter Score NPS 118

ECXO

DECEMBER 25, 2024

Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES). Example Action: Develop email campaigns that focus on educational content and helpful tips rather than hard sales. Align marketing and sales strategies with customer-centric values.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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? Why is it Important?

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

Uniphore

JUNE 16, 2021

E-Learning This method takes the extensive information of the classroom and moves it into online education modules. 10 Agent Assist Superpowers That Reduce AHT and Boost NPS. Classroom training also doesn’t gel with the contact center of 2021, where many new agents will be working in a fully remote capacity.

Contact Center 204

Contact Center Social Media NPS AI 204

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. Quality education and training: Investing in employees from the first day can assure better performance.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

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

Gainsight

JUNE 28, 2022

Here’s a statement that may make you spit out your coffee: TikTok is the future of product education. Not because TikTok videos are particularly educational, mind you. What does that have to do with product education? And the more quality education they receive, the more motivated they will be to learn more.

Education 52

Education Social Media Start-ups Sales 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

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). How well the product meets their needs.

Customer Experience 118

Customer Experience Net Promoter Score NPS Education 118

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

Education 52

Education NPS Social Media Start-ups 52

Intercom, Inc.

OCTOBER 22, 2020

This involves collecting, analyzing, and combining all the ways in which a customer shares their feedback with you: from the age-old NPS survey to review sites, tweets, Facebook messages, qualitative customer satisfaction surveys, and more. As Nate puts it: The customer voice gets louder.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Gainsight

AUGUST 31, 2020

While their recent NPS score of 73.8 is incredibly amazing by itself, the underlying game-changing story lies in: How ServiceChannel obtained a 52% response rate on their NPS Survey. However, one of the first things they had to do was to explain what an NPS was to the rest of the company, as well as the significance of the number. .

NPS 52

NPS Education Voice of the Customer Customer Relationship 52

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.

CX 97

CX CXM Customer Journey Map Education 97

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? Net Promoter Score Net Promoter Score , or often, NPS, is a numerical part of the Net Promoter System, customer metric. London School of Economics has found a correlation between the score and revenue of the company: an average NPS increase of 7% equals 1% growth in revenue.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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. How to combine your NPS and CSAT scores 1.

NPS 53

NPS Customer Loyalty Net Promoter Score Customer Satisfaction 53

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

Intercom, Inc.

JUNE 19, 2018

We’ve found that offering new customers real-time support can improve NPS scores by up to 15% and drive incremental growth in new business revenue. EY’s “One Tough Customer” report on Gen Z shopping habits found that, “Gen Z is the most self-educated generation in history. It mirrors our approach here at Intercom.

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

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

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

Customer Bliss

DECEMBER 20, 2016

was educate and elevate the role of the support team. 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. Be deliberate about educating and training your people. The ROI is there.

Net Promoter Score 0

Net Promoter Score Engineering NPS Education 0

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

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). How valued they feel as customers.

Customer Experience 90

Customer Experience Net Promoter Score NPS Education 90

CX Accelerator

JULY 1, 2019

As a result of this level of education, the employee experience is now trending positively as they become empowered with the tools they need. NPS will be negatively impacted, even if you offer the right product at the right prices if the experience resulted in frustration, shame or embarrassment. Kimberly McCaffery Problem solver?

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

InteractionMetrics

APRIL 17, 2025

Features & Usability Survey Vista includes templates for NPS, CSAT, engagement, and exit survey creation. Best For Mid-sized companies in education, healthcare, or hospitality that need to collect regular employee feedback on a lean budget. Their interface for the NPS question could be better.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Zonka Feedback

JUNE 8, 2022

Be it education, corporate businesses, retail stores, healthcare, or hotels, businesses can retain their customers or employees if they know what influences their loyalty to the brand. In every industry, loyalty plays a major role in the success of an organization.

NPS 52

NPS Healthcare Retail Education 52

Intercom, Inc.

SEPTEMBER 7, 2022

Now, you can educate your customers and drive adoption of specific parts of your app more effectively with Tooltips. The latest updates to our Surveys feature include: Brand new data visualization – allowing customers to see their NPS score trend over time. This means you can better analyze your NPS score and survey responses.

NPS 118

NPS Omnichannel Education Customer Relationship 118

Retently

MARCH 16, 2022

Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support).

Net Promoter Score 160

Net Promoter Score Customer Retention Customer Relationship NPS 160

Experience Investigators

MARCH 8, 2021

And what’s most important to prioritize in education? Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. Educational topics for this first step in the learning path could include: Customer experience: the end-to-end journey between us and our customers.

Customer Experience 98

Customer Experience Customer Journey Map Education Artificial Intelligence 98

Gainsight

JULY 11, 2023

By now, you’ve heard the big news (but just in case you didn’t): Gainsight acquired the leading Customer Education Platform Northpass. What comes to mind when you think about education? Whatever the case, one thing is for sure — education has a special meaning when it comes to Customer Success.

Education 40

Education Net Promoter Score Social Media Start-ups 40

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

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

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. Your NPS is calculated as: NPS = % Promoters % Detractors A high NPS usually means you’re doing a great job keeping customers satisfied.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52