PeopleMetrics

APRIL 10, 2025

How It Works Customers answer your standard questions NPS, satisfaction, experience ratings but when they leave a comment, AI steps in to ask smart, contextual follow-up questions. Why This Is a Potential Game-Changer The benefit of this approach is huge: Operators still get clean, structured data like NPS, CSAT, and key drivers.

AI 62

AI Unstructured Data VOC NPS 62

Customer Service Life

AUGUST 22, 2019

To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Gainsight

AUGUST 19, 2020

Welcome to our Change the Game in 5 minutes Series. Arvind: We’d have problems if we weren’t aligned looking at the same customer satisfaction metrics like CSAT, NPS, and churn. Nick: How did Gainsight help you change the game? Arvind Stokes , VP of Customer Success and Support at Omada Health , certainly fits the bill.

Gaming 98

Gaming NPS Hospitality Hospitality 98

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

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

Win the Customer

FEBRUARY 10, 2015

Net Promoter Score (NPS) is a powerful customer feedback method that can enable you to improve customer service results and enhance customer experiences. It may seem trite in this world of complex metrics and customer data overload, but this simple test of loyalty has formed the basis of game-changing improvements for thousands of companies.

Net Promoter Score 131

Net Promoter Score Customer Experience NPS Gaming 131

Retently

JULY 8, 2024

Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

CX Journey

FEBRUARY 12, 2015

In both cases, you find that NPS/satisfaction doesn''t strongly correlate with revenue or SOW increases, as hoped. Asking current customers to rate your performance yields important insights, making it possible to uncover key drivers of satisfaction, NPS, or loyalty - whatever your metric, the insights are both helpful and necessary.

Gaming 68

Gaming CX CX Transformation NPS 68

Retently

OCTOBER 5, 2023

It’s the Net Promoter Score (NPS). NPS offers a lens to segment your audience into three groups: the loyal Promoters, the on-the-fence Passives, and the critical Detractors. But why all the buzz around NPS? The real game-changer is knowing your customer. NPS Explained: The What, Why, and How What exactly is NPS?

NPS 78

NPS Net Promoter Score Start-ups Gaming 78

Waypoint Group

MARCH 3, 2015

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program? Is that even the right question — is measuring and providing incentives for NPS the optimal approach? More on this idea is at [link]. Maybe Product Marketing?

NPS 60

NPS Net Promoter Score VOC B2B 60

Retently

SEPTEMBER 6, 2018

Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. The ‘What’ and ‘When’ of Relationship NPS. Relationship NPS use general, nonspecific language that doesn’t mention any specific purchase or event.

NPS 67

NPS Net Promoter Score Actionable Insights Sentiment Analysis 67

Retently

SEPTEMBER 3, 2024

Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs. NPS post-demo survey The insights gathered from this survey are invaluable for fine-tuning our sales approach. After the trial ends, we send a post-trial NPS survey to ask what drives customer decisions.

B2B 153

B2B NPS Start-ups Actionable Insights 153

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. But how can you know if it is a good or bad NPS score ? But for that, we must first understand what NPS is and how NPS is calculated. This is the foundational NPS formula. Now, the NPS score can be anywhere between -100 and +100. What Qualifies as a Good NPS Score?

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Old Thinking Doesn’t Work with New Problems. They want to know what to do now. But that’s vague, isn’t it?

Net Promoter Score 167

Net Promoter Score Pharmaceutical Invoicing NPS 167

Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. They discussed the idea of NPS, and Scott wanted Fred to meet with the CEO immediately. Episode Overview.

NPS 65

NPS Net Promoter Score Gaming Manufacturing 65

Zonka Feedback

AUGUST 24, 2023

Net Promoter Score (NPS) surveys have emerged as a game-changer in the world of customer loyalty measurement. With their ability to provide valuable insights into your brand, company, product, or service, NPS surveys help ensure customer retention and enhance brand advocacy.

NPS 52

NPS Net Promoter Score Gaming Customer Retention 52

C3Centricity

AUGUST 2, 2021

In addition to using NPS, we also like to use other diagnostic questions to see how we can improve. Quality is an ante to play the game. We recommend you do not try to game the system i.e. by making artificial problems you know you can heroically resolve. As mentioned last week, you can download the full white paper HERE.

Invoicing 127

Invoicing Gaming Customer Relationship Management NPS 127

Zonka Feedback

JUNE 1, 2023

Combine Net Promoter Score (NPS) with the powerful CRM capabilities of Pipedrive to nurture stronger customer relationships, make data-driven decisions, and boost customer loyalty. Customer satisfaction is the cornerstone of any successful business, and understanding your customer's needs and preferences is key to driving growth.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Sales 52

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? It involves incorporating elements of game-play into customer service experiences, such as rewards for customer feedback, leaderboards for customer support agents, and contests to reward customer loyalty. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

InteractionMetrics

NOVEMBER 21, 2024

Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). Common Mistakes Companies Make—and How to Avoid Them Focusing on the Wrong Metrics Overusing NPS or incentivizing managers to report glowing results can skew your understanding of performance.

Customer Service 52

Customer Service Mystery Shopping Net Promoter Score Customer Journey Map 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

SurveySensum

MAY 11, 2023

So how can you stay ahead of the game? — By listening to your customers, of course! One way to do this is by using Net Promoter Score (NPS), a simple and widely used metric that helps businesses measure customer satisfaction, benchmark their performance against competitors, and identify areas for improvement. What is NPS?

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52

SurveySensum

JULY 16, 2024

Key Drivers Behind Google NPS Score Google currently has an NPS score of 58 which can be considered a good NPS score when compared to the industry average of 61. And here are the top drivers of Google NPS. The value provided at no cost boosts user satisfaction and loyalty, contributing positively to NPS.

NPS 52

NPS Customer Loyalty Close the Loop Engineering 52

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. times more likely to buy again, 5.6

NPS 52

NPS Social Media Customer Satisfaction Customer Loyalty 52

SurveySensum

MAY 27, 2022

Most companies crave for higher NPS score as it is considered to be one of the most-looked after business metrics out there. Does the NPS score actually provide value? There are many similar questions discussed and debated over the years since NPS was founded. . Does NPS score have any value: Analyzing Expert Opinions.

NPS 52

NPS Net Promoter Score VOC Social Media 52

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Since this initial 30-month period and increase in NPS, their score has climbed another 15 points—and they are not done yet. He describes RICOH Canada’s first NPS score as “absurdly low.” It’s a long game.

Customer Experience 126

Customer Experience Net Promoter Score NPS B2B 126

SurveySensum

MARCH 10, 2023

To prevent such negative outcomes, using tools such as Net Promoter Score (NPS) can help you actively gather and analyze customer feedback to improve customer retention and understand their experiences. But how does NPS help retain your customers? To effectively retain your existing customers, measuring NPS can be a game-changer.

Customer Retention 52

Customer Retention NPS Net Promoter Score Social Media 52

SurveySensum

MAY 26, 2023

What is Net Promoter Score (NPS)? Types of Net Promoter Score (NPS) Transactional NPS (tNPS) Relationship NPS (rNPS) 4 key differences between tNPS and rNPS surveys Transactional NPS vs Relationship NPS – which one should you go for? You know what NPS is and how to calculate it.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Loyalty 52

SurveySensum

JULY 9, 2024

And because of this experience, the coffee giant currently enjoys an NPS score of 77, one of the highest in the sector! Key Drivers of Starbucks NPS Score 1. Starbucks is certainly excelling at the customer retention game. Launch Your Own NPS Program With SurveySensum! Fascinating, right?

NPS 52

NPS Customer Loyalty Social Media Customer Retention 52

SurveySensum

MAY 19, 2023

This is where Net Promoter Score (NPS) comes into play. Using NPS in banks, it 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 When should you launch your NPS surveys in banks? How to use NPS in banking and financial services?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

SurveySensum

AUGUST 23, 2023

It’s called Net Promoter Score (NPS) But, why bother with all this? Well, a positive NPS score means lots of people are raving about your company, which is like free advertising. But if the score isn’t so great, it’s a sign that the company needs to up its game and make things better for customers.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Text Analytics 52

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers.

NPS 52

NPS Close the Loop Customer Satisfaction Actionable Insights 52

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. This is the highest survey participation rate ServiceChannel has ever had through an NPS survey. NPS Doesn’t Just Improve Magically.

NPS 52

NPS Education Voice of the Customer Customer Relationship 52

Heart of the Customer

NOVEMBER 6, 2014

We’ve all heard of car salespeople, retail employees and restaurant staff who game the system. Now combine gaming with survey fatigue. Ignore the title, because the text of the article tells you that NPS didn’t help the system – it was text analytics that made the difference.

Text Analytics 92

Text Analytics VOC NPS Gaming 92

Beyond Philosophy

JULY 7, 2015

What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. When it comes to measurement of your Emotional Signature work for your Customer Experience, a great place to start is with the Net Promoter Score (NPS).

Net Promoter Score 113

Net Promoter Score Predictive Analytics NPS Customer Loyalty 113

SurveySensum

APRIL 11, 2025

Your NPS or CSAT scores give you a snapshot of your customer sentiment, but is that enough? With the help of key driver analysis, you can find out exactly which elements (like pricing, product quality, customer support) drive key CX metrics like NPS or CSAT. SurveySensum changes the game through AI-powered automation.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Intercom, Inc.

APRIL 6, 2022

In-the-moment feedback is a game changer. Coda uses Intercom Surveys (an exciting new feature we announced at New at Intercom ) during the onboarding process and to measure NPS in order to contextualize their customers’ experiences based on their feedback. “We

Customer Experience 230

Customer Experience Customer Satisfaction Customer Expectations Omnichannel 230