InteractionMetrics

NOVEMBER 21, 2024

Combine this with mystery shopping to get an unbiased view. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). Monitor Conversations in Real Time Listening to live interactions or reviewing recordings helps measure if agents apply workshop teachings and follow service standards.

Customer Service 52

Customer Service Mystery Shopping Net Promoter Score CRM 52

InteractionMetrics

JANUARY 31, 2025

Confero Confero has been around for nearly 40 years and specializes in mystery shopping and customer surveys. Amplitude Research Amplitude Research offers full-service survey administration and diverse customer research surveys, including net promoter score (NPS) and client testimonials.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

InteractionMetrics

MAY 16, 2024

However, it’s not uncommon that when we dive in and learn about a company’s goals, it becomes clear that more questions, a different method, or a complete NPS strategy is better. Some of the components of a Net Promoter Strategy include: Analyzing your touchpoints to determine which ones make sense for the NPS question.

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

SurveySensum

JULY 14, 2020

in 2018 where his passion for delivering CX strategies for organizations was seeded in Mystery Shopping and Customer Satisfaction research. As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia. LinkedIn : [link] /. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

InteractionMetrics

APRIL 16, 2024

An example of absolutist thinking is the assumption that one method, like a survey, or one metric, like Net Promoter Score, is sufficient. Instead, examine your customer experience from multiple angles.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

InteractionMetrics

DECEMBER 8, 2023

However, even the originators of NPS acknowledge that it’s not the best question and metric for every aspect of the customer journey. For this second side of the customer experience, deep observations via usability testing, employee studies, mystery shops, and performance evaluations are best.

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52