Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Zonka Feedback

AUGUST 2, 2024

Patient satisfaction is at the heart of successful healthcare delivery. With the rise of patient-centric care, healthcare providers are striving to not only treat illnesses but also to ensure that their patients feel valued, heard, and cared for.

Healthcare 59

Healthcare NPS Customer Experience 59

Zonka Feedback

AUGUST 2, 2024

Patient satisfaction is at the heart of successful healthcare delivery. With the rise of patient-centric care, healthcare providers are striving to not only treat illnesses but also to ensure that their patients feel valued, heard, and cared for.

Healthcare 52

Healthcare NPS Customer Experience 52

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

Fonolo

MARCH 11, 2021

Healthcare #CCTR Click To Tweet. The average abandon rate for the medical and healthcare industries is 13% – TalkDesk. Net Promoter Scores (NPS). NPS is a customer experience metric used to measure your members’ loyalty to your business and brand. DID YOU KNOW? First Call Resolution (FCR).

Net Promoter Score 131

Net Promoter Score Healthcare NPS Social Media 131

Customer Bliss

JULY 5, 2016

She describes the transformation she is leading for one of the largest national healthcare providers. She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. More About Natalie.

Healthcare 0

Healthcare Customer Experience Net Promoter Score B2C 0

Lightico

MARCH 5, 2025

Lengthy onboarding & verification processes Customers expect instant digital onboarding, customers expect instant digital onboarding and seamless account verification when interacting with financial services, insurance providers, and many enterprise institutions ranging from healthcare to power utilities.

Compliance 52

Compliance CX Customer Experience Healthcare 52

Zendesk

MAY 2, 2022

Healthcare workers were deeply impacted by the global pandemic. People turn to healthcare professionals when they’re worried and sick, so great customer service is absolutely critical. Read on to see how three healthcare companies are creating better customer experiences. 1: Adapt to changing patient needs in the virtual world.

Healthcare 52

Healthcare Customer Experience Net Promoter Score Hospitality 52

Intercom, Inc.

MAY 22, 2019

So what started as an in-app Net Promoter Score (NPS) service is now a framework around very rigorous customer experience metrics, customer effort scores and customer satisfaction (CSAT). All of our machine models are different for SaaS, for eCommerce, for insurance-based healthcare, etc. What to measure in the user journey.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Lumoa

JUNE 4, 2018

Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages.

Net Promoter Score 113

Net Promoter Score AI Customer Experience Machine Learning 113

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

Retently

APRIL 6, 2022

There are some options to choose from (NPS, CES, and CSAT), and – in this article – we’ll be taking an in-depth look at CSAT. Healthcare and Ecommerce & Retail industries enjoy a great CSAT score of 79 and 74 respectively. . This is also the case when it comes to the NPS benchmarks for the respective industry.

Customer Satisfaction 150

Customer Satisfaction Healthcare Retail NPS 150

CommBox

JUNE 25, 2023

million customers, and tens of thousands of doctors, consultants, and other healthcare professionals. Based on the customer inquiry, the system redirects the inquiry to the right team, at the right hospital or healthcare facility, in the right geographic region, and at the right time of day. Take Clalit, for instance.

Net Promoter Score 98

Net Promoter Score Hospitality Hospitality Healthcare 98

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. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Lumoa

APRIL 17, 2018

Customer feedback in employee training One more company, that operates in the healthcare industry, wanted to inject the voice of customer into its daily operations. They drilled down to what drove the NPS score and it turned out that the customers complained a lot more about pricing of the new product than the actual functionality or design.

Customer Feedback 110

Customer Feedback Healthcare Customer Satisfaction NPS 110

SurveySensum

DECEMBER 24, 2024

UserReport Integration with GA Easier survey creation Feedback widget Contact to know the pricing details Not available QuestionPro NPS survey-focused tool Provide multilingual surveys Provide multi-device compatible surveys Advanced $1188 per year 4.5 Identify user feedback, NPS score , demographics, and much more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Customer Bliss

JUNE 6, 2018

He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience. Using this NPS system, he wanted it to be more than just a score card – he used it to understand how you change behaviors and implement changes within an organization.

VOC 88

VOC CX NPS Hospitality 88

Totango

JANUARY 10, 2024

For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, customer satisfaction, and exponential business growth. So, how did they do it?

Sports 99

Sports Customer Satisfaction Sales Healthcare 99

SurveySensum

MARCH 12, 2025

Cross-tabulation converts raw data into a strategic tool to determine whether you are maximizing public health initiatives by examining healthcare access across demographics. 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

Gainsight

MARCH 7, 2023

Imprivata operates in a high-touch vertical (healthcare) and needed to scale their CS team without drastically increasing headcount. Imprivata is pleased that its retention rate and NPS are holding steady since it introduced its pooled model. And finally, all customers gain access to CSM guidance when they need it. Their solution?

Healthcare 102

Healthcare Start-ups NPS Touchpoint 102

PeopleMetrics

JANUARY 15, 2020

Is NPS the right metric? NPS is a simple and powerful metric and is fast becoming the industry standard for measuring brand loyalty. But while NPS is a strong measure of the overall relationship a customer has with their bank; it is not the best metric to measure the transactional experience. Conclusion.

CX 54

CX Touchpoint NPS Contact Center 54

SurveySensum

FEBRUARY 4, 2025

The tool is AI-powered and especially suitable for B2B, automotive , SaaS , Telecom, Retail, Insurance, Healthcare, and NBFC industries. You can design customizable surveys NPS , CSAT, CES, CSI, ENPS, Product Onboarding, and more This is not open-source. The tool provides comprehensive audit logs for tracking data access.

Compliance 52

Compliance Start-ups Healthcare AI 52

PeopleMetrics

DECEMBER 16, 2019

If you are going through a merger or acquisition and measuring NPS, it's not unusual to see a 10 to 40-point dip in your scores. Legacy customers might see newer faces at bank branches, longer lines and slower response times, which could impact their NPS. Secret #3: Manage the temporary dip in NPS. Conclusion.

CX 54

CX NPS VOC Healthcare 54

Qualtrics

APRIL 30, 2020

As healthcare providers rapidly shift to a new way of working during the COVID-19 outbreak, the patient experience has transformed overnight. This is just a brief snapshot of the change happening in the healthcare industry right now. In-person consults have been replaced by video conferencing appointments. Focus on high-value areas.

Healthcare 29

Healthcare Hospitality Hospitality NPS 29

Zendesk

SEPTEMBER 22, 2022

Inovalon is the nation’s most widely used healthcare cloud platform. Founded in 1998, the company is a leading provider of cloud-based software solutions, empowering data-driven healthcare that enables better care and health outcomes. In the healthcare industry, it’s critical to have a rapid response time. asks Blumenthal.

CX 52

CX Net Promoter Score Healthcare Innovation 52

SugarCRM

SEPTEMBER 5, 2019

If you are scratching your head how to decide how to make a short and interactive survey, a single NPS survey question can be your savior. First, Calculate your NPS Score. For instance, an NPS survey shows 50% of your customers are promoters, and 20% are detractors. Your NPS score is 30 (50%-20% = 30). Here’s how.

NPS 30

NPS Net Promoter Score Transportation Hospitality 30

Zendesk

JUNE 8, 2021

This certification enables healthcare providers in France to use Zendesk’s customer service and engagement platform with confidence that our platform has appropriate technical and governance measures in place to secure and protect personal health information (PHI). Customer lists & NPS surveys. Premium Sandbox. Data storage.

Compliance 52

Compliance Healthcare Government NPS 52

Gainsight

MARCH 31, 2020

Most common use cases to look for include: Following up on NPS or other survey responses. Moderate Win: Prioritize NPS, usage and support data next. Bring in NPS, support and/or usage data (or data that is most used by CSM team) to one place and make it easy to view trends. Reaching out to customers with low product adoption.

E-commerce 85

E-commerce CRM NPS Scorecard 85

Gainsight

JUNE 18, 2020

If you’re in the healthcare industry, you may be particularly interested in my conversation today with athenahealth ’s Laura Salonga and Ed Smith. Laura: A few years ago, athenahealth noticed that it was having challenges with client retention, NPS scores and sales growth. The NPS improvements we have seen bear this out!

Gaming 52

Gaming Healthcare NPS Start-ups 52

SurveySensum

JULY 30, 2024

Now, when it comes to gauging customer satisfaction levels, there are a few metrics to track including, NPS : This helps you gain insight into customer loyalty and the likelihood of word-of-mouth promotion. Rating Scale) Launch all types of customer satisfaction surveys – NPS, CSAT, CES, with SruevySensum’s robust surveys builder.

Healthcare 52

Healthcare Non-Profits NPS Customer Satisfaction 52

Totango

SEPTEMBER 20, 2019

It IS possible for the healthcare industry to move fast. What YOU have been able to achieve with Totango – visibility into customer and product health, increased NPS scores, double-digit retention, cost efficiency and scale, and so much more – demonstrates what is possible. Call the Guinness Book of World Records.

Healthcare 63

Healthcare Gaming NPS Touchpoint 63

Lumoa

OCTOBER 24, 2023

A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. Success in customer experience (CX) can be represented by numbers.

Net Promoter Score 78

Net Promoter Score Customer Experience NPS Healthcare 78

Shep Hyken

SEPTEMBER 16, 2022

net promoter score (NPS) , how customers are responding to specific features and why some customers may be unhappy with the product or service. . in other industries, such as education and healthcare. Then, categories may be divided into subcategories. However, NLP does have its limitations, for example: . artificial intelligence ?in

Customer Feedback 61

Customer Feedback Artificial Intelligence Net Promoter Score Actionable Insights 61

Qualtrics

AUGUST 6, 2021

HCAHPS or NPS), Burnout rates, retention, clinical outcomes, safety incidents, etc. – In healthcare organizations, layering inpatient experience data takes this process one step further and ensures that your strategy encompasses the most important outcome of all. Understand every healthcare experience that matters. Learn More.

Healthcare 26

Healthcare NPS Education Technology 26

Lumoa

APRIL 28, 2024

Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. NPS) and use deep dive features such as highlighting correlations between insights and background variables. For businesses operating in the US, HITRUST/HIPPA compliance (healthcare sector) and FedRAMP can be important.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Gainsight

AUGUST 19, 2020

Arvind: We’d have problems if we weren’t aligned looking at the same customer satisfaction metrics like CSAT, NPS, and churn. Nick: Can you elaborate on the KPI concept for the participant side? . We needed to agree on what questions we’re asking and what benchmark we’re setting.

Gaming 98

Gaming NPS Hospitality Hospitality 98

SurveySensum

AUGUST 3, 2023

It lets you create various surveys like NPS, CES, CSAT, etc., SurveySensum caters to the needs of multiple industries such as B2B , Automotive, Retail, Healthcare, and Finance. Implement regular NPS surveys to gauge customer loyalty and satisfaction. Specialized in conducting NPS surveys. Starts at $11/month.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52