Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? Download This Guide to NPS for Beginners. Wondering which metric to choose?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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. But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 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

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

JANUARY 31, 2024

Net Promoter Score (NPS) NPS measures customer satisfaction and loyalty based on the likelihood of customers recommending a company to others. Identifying customers as promoters (scoring high on NPS) indicates a strong advocacy for the brand. it’s a game-changer! Yes, the feedback of course.

Gaming 52

Gaming Net Promoter Score Customer Satisfaction Social Media 52

SurveySensum

DECEMBER 2, 2024

Text Analytics Falls Short: While the platform provides useful tools for processing open-ended feedback, its capabilities in advanced natural language processing and sentiment analysis fall short compared to top competitors. You may find it difficult to customize the surveys or feedback tools how you want them.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? Download This Guide to NPS for Beginners. Wondering which metric to choose?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

CX Journey

MARCH 13, 2019

uses regression techniques to predict the impact on recommendation of any particular CX initiative based on the number of customers affected and the importance of the affected journey touchpoints to our recommendation metric (NPS). References to historical improvements in NPS can be useful to rationalise investments. The model ".uses

Customer Experience 60

Customer Experience Pharmaceutical NPS Text Analytics 60

Execs In The Know

MAY 4, 2023

It’s been a game changer because it has allowed us to build trust with both our customers and our team members. 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. For a company of our size, this is huge.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

SurveySensum

DECEMBER 25, 2023

Then, six months later, an NPS survey landed in my inbox, asking, “ How likely are you to recommend us? It’s not that NPS surveys are bad—they have their place—but they do have some pitfalls, especially when capturing customers’ raw and immediate emotions. Boost Customer Satisfaction With NPS Surveys Request a Demo

Retail 52

Retail NPS Text Analytics Customer Feedback 52

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

SurveySensum

NOVEMBER 13, 2023

Now, you might be wondering, ‘How can I amp up my mobile CX game?’ The tool allows you to create unlimited NPS, CSAT, CES , SSI, Onboarding , and other kinds of surveys, across different industries – Retail, B2B, SaaS, Automotive, and Insurance. It’s like having a magic wand to streamline your feedback process.

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 52

SurveySensum

OCTOBER 11, 2023

Whether you’re looking to conduct customer experience, employee engagement surveys, product evaluations, 360-degree feedback, onboarding surveys, NPS in B2B , or CSI, SSI surveys for the automotive industry, SurveySensum stands out as a robust solution tailored to your business needs.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

SurveySensum

MARCH 1, 2024

And the amusing part, had they analyzed the NPS Score correctly and were not just ‘focusing on the number’ they’d have identified their detractors pretty early. Well, this is a classic example of an NPS analysis gone wrong. Now, let’s delve into the common mistakes to avoid when analyzing NPS feedback.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 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. But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Lumoa

APRIL 28, 2024

The pressure is rising for businesses to step up their CX game. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

SEPTEMBER 14, 2023

With a versatile array of survey options, including NPS , CES, CSAT, product feedback, onboarding, and more. It analyzes all the gathered feedback with text and sentiment analyses and gives you top trends and sentiments in just a few seconds. With its versatile surveys and real-time insights, it elevates your feedback game.

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

SurveySensum

SEPTEMBER 23, 2024

Ideal for both beginners and seasoned pros, it offers pre-built survey templates for NPS, CES, CSAT, onboarding, CSI, and many more, customizable questions, and automated workflows. With Freshdesk, scaling your support game is a piece of cake.

CX 52

CX Customer Experience Social Media Text Analytics 52

CX Journey

MARCH 13, 2019

uses regression techniques to predict the impact on recommendation of any particular CX initiative based on the number of customers affected and the importance of the affected journey touchpoints to our recommendation metric (NPS). References to historical improvements in NPS can be useful to rationalise investments. The model ".uses

Customer Experience 32

Customer Experience Pharmaceutical NPS Text Analytics 32

SurveySensum

NOVEMBER 10, 2023

Using an efficient website feedback tool is a game-changer for online businesses. The tool allows users to create industry-specific and objective-specific surveys like NPS, CSAT, CES , CSI, Onboarding, Feature Prioritization, and others. The Text Analytics software enables users to get actionable insights from open-ended feedback.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

SurveySensum

NOVEMBER 2, 2023

But is customer feedback really a game-changer? Utilizing data analysis tools like Text Analytics software to identify trends and patterns. Create NPS, CSAT, and CES Surveys – Sign Up For Free 2. These insights empower you to enhance customer experience, boost satisfaction, and foster loyalty. If yes, then why?

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 52

SurveySensum

SEPTEMBER 12, 2023

To show appreciation for users’ help in identifying and addressing these issues, the game rewards users with in-game currency or other bonuses. Several companies have seen their response rates double when using in-app NPS surveys instead of traditional email surveys.

Non-Profits 52

Non-Profits Touchpoint Customer Feedback Actionable Insights 52

SurveySensum

JULY 20, 2023

Analyzing this feedback using powerful text analytics , they discovered important insights. With SurveySensum you can: Create NPS, CSAT, and CES surveys in a matter of minutes. They’ve got that reputation game on lock! They were significantly losing out on the customers and they didn’t know what to do.

Retail 52

Retail Customer Feedback CX Social Media 52

PeopleMetrics

APRIL 8, 2025

Text Analytics: No Longer a Nice-to-Have When I revisited Lesson 4 , we covered the basics of text analytics. This is a game changer. For example: "Your NPS dropped 9 points this month. Revisit Lesson 4 for tips on setting up a world-class text analytics approach. The key issue?

VOC 62

VOC AI Text Analytics Machine Learning 62

PeopleMetrics

FEBRUARY 4, 2025

AI isnt a game-changer here. How AI is Helping in the Growth Phase: Automating Text Analytics As I have mentioned in this blog series, AI can now analyze thousands of open-ended survey comments, identifying key themes and sentiment without manual effort. AI can help later, but first, organizations need a strong foundation.

VOC 62

VOC AI Text Analytics Touchpoint 62

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. However, as businesses adapt to changing consumer behaviors and expectations, a critical question emerges – ‘ Is NPS still relevant in the ever-changing business environment? ’ Why NPS is Not a Good Metric?

NPS 52

NPS Customer Experience Customer Satisfaction Actionable Insights 52

Gainsight

AUGUST 20, 2024

How Menlo Security Uses Gainsight AI to Automate and Optimize Customer Success Gainsight’s AI Scorecard functionality has been a game-changer for browser security leader Menlo Security. 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

SurveySensum

NOVEMBER 7, 2024

Qualaroo Features SurveySensum Qualaroo Survey Creation DIY Capabilities Real-time Analytics Customization Unlimited Users Survey Logic CX Consultation Affordable Price Advanced Text Analytics Ad-hoc Research on the same platform Journey-based surveys Unlimited Touchpoints Real-time ticketing system 1.

Text Analytics 52

Text Analytics Sentiment Analysis CX NPS 52

SurveySensum

NOVEMBER 25, 2024

Also, the tool is better suited for beginners as it lacks some advanced capabilities, like less advanced text analytics software. Limited Advanced Text Analytics Capabilities The text analytics feature of Medallia is not robust enough to accommodate thousands of feedback.

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52

SurveySensum

NOVEMBER 26, 2024

But, let’s not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs. NPS : Medallia scores 9.7, indicating high user satisfaction and strong capabilities for measuring NPS effectively. Let’s start with Qualtrics. Qualtrics scores 9.3,

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

PeopleMetrics

FEBRUARY 6, 2025

AI Can Enhance VoC, But Leadership Still Drives Change As I have covered in previous blog posts , theres no doubt AI is improving VoC execution, including: Analyze a huge volume of customer comments in real time using text analytics. NPS), making it clearer where to focus improvement efforts.

VOC 62

VOC AI Text Analytics Predictive Analytics 62

PeopleMetrics

APRIL 22, 2025

From NPS to VoC, AI has transformed how we look at and act on customer experience. Lesson #5 Revisited: Youve Got to Know and Use NPSEven in the Age of AI NPS remains a cornerstone of customer loyalty measurement. Writing this series has been one of the most energizing projects of my career. Check out the complete series below!

AI 62

AI VOC Text Analytics NPS 62