Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.

Net Promoter Score 146

Net Promoter Score B2B NPS Engineering 146

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. However, organizations across high-tech, telecom, utilities, and finance sectors are finding these methods increasingly limited.

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

Execs In The Know

MARCH 31, 2025

AI would be the engine powering this transformation. The results speak for themselves: A 20+ point increase in Net Promoter Score (NPS) , reflecting improved customer satisfaction. Their mission was clear: improve the guest experience, grow ancillary revenue, and lower the cost per customer interaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

eglobalis

OCTOBER 1, 2024

Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. 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. The result?

CX 450

CX Finance Customer Journey Map Innovation 450

ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Beyond Philosophy

NOVEMBER 4, 2014

One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. Some trains in England have lavender pumped into the carriages to create a calming travel experience. Disney uses Popcorn and other smells to attract people to their services.

Retail 148

Retail Net Promoter Score Customer Experience Real Estate 148

Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). NPS (Net Promoter Score) : Would you recommend us?

CX 115

CX Customer Experience Net Promoter Score NPS 115

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. It’s time for product teams to go from being revenue-led or product-led to being customer-led.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Retently

NOVEMBER 27, 2023

Access to the right tools While there are numerous ways of achieving and tracking customer success, the Net Promoter Score has become one of Customer Success team’s secret weapons. Further, they utilize world-class NPS practices perfected over the years by working with multiple businesses around the globe.

NPS 143

NPS Net Promoter Score Customer Feedback Social Media 143

Intercom, Inc.

JULY 4, 2019

Deciding what your engineers should do next can be a lot like climbing a ladder. In working with them to ask and answer that question, we understood what increasing net promoter score means, but how would we do it? On the lowest rung is a problem to be solved. But the rungs in between can often be quite flimsy.

Net Promoter Score 212

Net Promoter Score Start-ups Non-Profits Sales 212

Retently

MAY 31, 2024

Operating from this position means you’ll likely end up prioritizing the hire of additional technical staff (engineers, programmers, etc.) To ensure your engineering resources are solving problems that actually matter, your CSMs must be dedicated to scaling the feedback loop. to handle problems as they arise.

Net Promoter Score 142

Net Promoter Score Engineering Customer Retention Customer Feedback 142

Customer Bliss

DECEMBER 20, 2016

Her path to this role started as a software engineer. Process engineering, operational excellence/efficiencies. The Engineering Tie-In. I found this part interesting, largely because so many companies these days are being founded and then run by engineers. Net Promoter Score. Sales Enablement.

Net Promoter Score 0

Net Promoter Score Engineering NPS Education 0

Fonolo

APRIL 16, 2019

Today, we welcome Fonolo Solutions Engineer James Dantow into the writers’ fold. My Fonolo story begins like many other engineers: I’ve always had a knack for computers. In addition to talking ‘call-backs’, he has a confession to make. — The Fonolo Team. Actually, I had a knack for technology in general.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Gainsight

OCTOBER 4, 2023

And, while an iframe over ChatGPT is better than nothing, these basic solutions lack the data privacy and analytics power of a robust AI engine that crunches real customer data. And customers enjoy an improved digital experience with a smarter self-service engine. Enter Horizon AI. What’s Horizon AI?

Engineering 52

Engineering AI Net Promoter Score Artificial Intelligence 52

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. This makes it easier to prove ROI. Actionable feedback is always important to improve.

CX 156

CX Net Promoter Score Innovation Touchpoint 156

Intercom, Inc.

JULY 28, 2022

Attract and develop talent and invest in supporting resources like onboarding, sales enablement, and sales engineering. Is it ten sales reps, a couple of SDRs, and a solution engineer?” Is it ten sales reps, a couple of SDRs, and a solution engineer? What are some of the key things to know when thinking about scaling?

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Beyond Philosophy

JANUARY 4, 2022

Tina works for an engineering company in Australia and recently joined the New Zealand office. She also explained the company has engineers and technicians serving in dual roles because “customers do not want a sales relationship.” The water company had promoted an engineering guy to running customer experience.

Customer Relationship 88

Customer Relationship Engineering Net Promoter Score Hospitality 88

PeopleMetrics

DECEMBER 2, 2016

The most interesting of which is the importance of the field engineer. When you consider that your field engineer may be the only face-to-face contact that your customers have with an employee of your company you can understand why their customer experience (CX) skills have such an impact on the overall CX. #1:

Net Promoter Score 75

Net Promoter Score Customer Experience Engineering NPS 75

SurveySensum

JULY 6, 2020

What is a detractor and why do you need to turn them into promoters? The Net Promoter Score (NPS) is a standard customer experience metric that enables businesses to gauge their customer loyalty. It was a hard problem for us to troubleshoot, but our engineering team was confident that they had come up with a fix.

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

Fonolo

NOVEMBER 14, 2018

Two commonly used measures for customer satisfaction are the Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS). Despite this, it is still worthwhile to reach out to customers and attempt to quantify satisfaction as accurately as possible. Vice President Product Marketing. Twitter: @tpgoebel.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

Hodusoft

MARCH 26, 2025

Net promoter score (NPS): Measures how likely customers are to recommend the company or brand to others. At HoduSoft, we have engineered our HoduCC contact center software to enable e-commerce companies of different sizes streamline their customer service operations.

E-commerce 52

E-commerce Contact Center Omnichannel Net Promoter Score 52

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). Less returns would follow from that approach.

Customer Experience 104

Customer Experience Net Promoter Score Innovation NPS 104

Totango

AUGUST 11, 2022

Examples include: Search engine queries and ads. You can set up your customer success platform to trigger feedback surveys like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES) surveys. Social media posts. Demonstration videos. Website visits.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Retently

NOVEMBER 21, 2018

Examples of the program’s engagement included having influencers write articles on Cisco’s blog, participate in #CiscoChat on Twitter, take part in the company’s weekly podcasts where they get to interview Cisco’s experts, and show up in the brand’s Engineers Unplugged video series.

Social Media 112

Social Media Net Promoter Score NPS Start-ups 112

C3Centricity

SEPTEMBER 12, 2016

We all know how Amazon remain the first and best at this with their recommendation engine. Net promoter score) Apart from its now questioned validity, are you even sure that this metric is relevant to your industry? Another way of welcoming your customers’ business is by providing additional value.

Net Promoter Score 133

Net Promoter Score Social Media Customer Satisfaction Transportation 133

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m In the early days, we used to engineer a product and then say: that’s marketing’s problem, let them go to market, then we’d sell it, then we’d service it.

Customer Experience 66

Customer Experience Net Promoter Score Government Manufacturing 66

Beyond Philosophy

OCTOBER 13, 2022

For example, expenses related to sending an engineer to a customer site at British Telecom would have decreased. The cost of sending an engineer to a customer site was about £40 ($40). If the engineers brought the wrong part and went to see the customer, that’s a lot of money wasted.

Contact Center 88

Contact Center Net Promoter Score Customer Experience Engineering 88

Zendesk

AUGUST 4, 2021

Net Promoter Score (NPS) is a common way to measure customer loyalty; it entails sending customers a one-question survey and asking how likely they are to recommend your product or service to other people. Customer loyalty information. This data reveals how happy people are with your business.

Net Promoter Score 98

Net Promoter Score Touchpoint Customer Loyalty Technology 98

PeopleMetrics

APRIL 15, 2015

Sure, a great team of software engineers and UX experts is important. Why You Should Ask This Question: On average, it takes four to six years to realize meaningful results from a customer experience improvement program—realized through increased Net Promoter Scores, customer loyalty, and repeat purchases.

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81

Lumoa

MAY 21, 2018

source ) No wonder, customer experience is the engine of growth in 2018. Want to know more about the Net Promoter Score ?) It's possible to achieve revenue gains of 5 to 10 percent, and reduce costs by 15 to 25 percent already within two or three years. If you're a CEO of a company, you might think "Yes! Set up a target.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). Different visions for customer experience at different locations of your company presents a variety of problems. Consistency is the key.

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback. It helps you prioritize.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

PeopleMetrics

DECEMBER 2, 2016

The most interesting of which is the importance of the field engineer. When you consider that your field engineer may be the only face-to-face contact that your customers have with an employee of your company you can understand why their customer experience (CX) skills have such an impact on the overall CX. #1:

Net Promoter Score 54

Net Promoter Score Customer Experience Engineering NPS 54

SurveySensum

NOVEMBER 23, 2023

A Detailed Comparison of the Top 5 NPS Tools SurveySensum Qualtrics NiceReply Delighted GetFeedback InMoment Zonka Feedback Qualaroo SurveyMonkey AskNicely Retently SurveySparrow Medallia Hotjar CustomerGauge Conclusion FAQs on NPS tools If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Gainsight

JUNE 21, 2022

Improving Net Promoter Score (NPS) is not an easy feat. Customer success is a growth engine for companies of every size. With CS seen as a new growth engine, we predict an increase in CCOs over the next year.” Every opportunity missed is money lost. Improving user NPS with success plans.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Engineering 52

Gainsight

AUGUST 28, 2021

Not only does strong customer success help companies retain customers and keep them engaged, but it can also serve as a major engine for growth. Beyond that, these organizations retain revenue at 17 percent higher rates and also have Net Promoter Scores that are 40 points higher than run-of-the-mill businesses.

Net Promoter Score 52

Net Promoter Score Actionable Insights Engineering Customer Retention 52

Gainsight

OCTOBER 2, 2023

CS is now a revenue engine for the organization. Customer Success Has Matured into a Growth Engine A whopping 98% of companies in our survey are maintaining or increasing their investment in CS and that doesn’t just include hiring Customer Success Managers (CSMs). That’s right: CS is past its immature, reactive, “firefighting” era.

Net Promoter Score 52

Net Promoter Score NPS Engineering Start-ups 52