InteractionMetrics

APRIL 17, 2025

Compared to Qualtrics Where It Wins: Stronger at handling unstructured data, easier to launch with pre-built templates, and more focused on real-world customer touchpoints. Features & Usability Survey Vista includes templates for NPS, CSAT, engagement, and exit survey creation. Metrics Cards display real-time scores.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

InteractionMetrics

JUNE 17, 2015

Another attendee wanted to know the pros and cons of Net Promoter Score. Net Promoter Score (NPS) is a commonly used customer feedback metric that’s based on the question “how likely are you recommend us to a friend or colleague?” NPS is based on one question on a 0-10 scale. It’s tired.

Customer Satisfaction 53

Customer Satisfaction Net Promoter Score NPS Touchpoint 53

InteractionMetrics

JUNE 19, 2020

Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.” While unstructured data like this may appear to defy quantification, that’s not actually the case. Machine Assigned Sentiment Scores.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

InteractionMetrics

APRIL 24, 2015

Customer comments are a window into how your customers feel, which is critical because customers’ feelings shape future behaviors such as promoting you or leaving you for a competitor. A serious approach to customer feedback uses comments analysis to rigorously quantify this unstructured data. we can make your survey smarter.

Unstructured Data 45

Unstructured Data Customer Feedback Customer Satisfaction Start-ups 45

InteractionMetrics

NOVEMBER 11, 2024

How to Improve Surveys, Summarized: Martha and Amas discussed the problems with how companies use surveys, particularly Net Promoter Score (NPS), and offered advice on how to improve surveys to gather actionable customer feedback. But here’s some of the pros and cons of NPS that Martha and Amas discussed.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

Fonolo

NOVEMBER 17, 2020

Customer service leaders tend to use a combination of KPIs to track performance, with NPS (Net Promoter Score) and CSat (Customer Satisfaction) being the most common. With that in mind, Data Scientists have become more desirable since it’s the management and use of all this data that will be the key differentiator.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Intercom

APRIL 20, 2023

You’re in a budget meeting with the rest of the C-suite, prioritizing strategies for the year ahead, and you present a project you believe will significantly improve customer experience across the customer journey – maybe even improve CSAT or NPS by a couple of points. One says, ‘We can improve NPS by 10 points.’

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

SurveySensum

JANUARY 13, 2025

While it can be challenging to extract clear insights from this unstructured data, social listening tools help track trends and understand customer sentiment. It gathers insights from every channel, adapts surveys to suit each touchpoint, and tracks CX metrics like NPS and CSAT seamlessly.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52

Confirmit

MAY 29, 2018

Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. Analyze: Perform advanced analysis of the feedback, including structured and unstructured data, so you can improve business results and create a clear view of issues you need to address.

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40