Retently

JULY 17, 2018

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” While both of these companies have a somewhat similar score, their performance among their peers differs considerably. What is a good NPS score? Instead of asking “What is a good Net Promoter Score?”,

Net Promoter Score 166

Net Promoter Score NPS Customer Satisfaction Healthcare 166

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Pay attention to CLV more than the score.

Net Promoter Score 147

Net Promoter Score NPS Non-Profits Customer Satisfaction 147

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Net promoter score is a key statistic you should be considering when reviewing how successful your #contactcenter is at providing exceptional #customerservice. How is NPS calculated?

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

eglobalis

OCTOBER 14, 2024

Bain & Company [link] Bain, creators of the Net Promoter Score (NPS) framework, continues to push this model despite its increasingly exposed limitations and frustrated results. educators have even started publishing books in an effort to position themselves as CX experts. In some cases, particularly in the U.S.,

Education 450

Education Customer Experience Customer Journey Map Innovation 450

Retently

APRIL 11, 2023

Do you have up-to-date insights into your customers’ perception of your product or service? Staying up-to-date is also important because products can quickly become obsolete. In industries with a low barrier to entry, all it takes is a single better offering from a competitor to disrupt your business and start losing customers.

Net Promoter Score 156

Net Promoter Score NPS Customer Satisfaction Customer Feedback 156

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. While B2C businesses aim for up to 40% response rate, B2B companies are encouraged to seek a response rate of 60% or even more, when combining survey channels. Set up regular feedback calls with key clients.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. What is Net Promoter Score (NPS)?​ Read on and thank us later.

Net Promoter Score 52

Net Promoter Score Contact Center NPS E-commerce 52

ECXO

MARCH 6, 2025

Leadership Commitment and Vision Leading a customer experience transformation starts at the top. For example, a company might aim to increase customer retention by a certain percentage, to drive up cross-sell revenue, or to reduce service costs by improving first-contact resolution.

CX Transformation 339

CX Transformation B2B CX Government 339

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 97

Net Promoter Score NPS Finance Customer Satisfaction 97

ECXO

JANUARY 21, 2025

To start the year with a twist, Im shaking things up. Apex grew quickly, adding new products to their lineup and hiring employees to keep up with the demand. Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products. Couldnt set it up.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 103

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 103

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 102

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 102

Retently

AUGUST 20, 2024

As a Customer Success Manager, Net Promoter Score ® is the most important metric you have access to for retaining customers. Net Promoter Score is the single metric you can rely on to learn how customers really feel about your product. There are several ways to put your Promoters to work.

Net Promoter Score 78

Net Promoter Score NPS Social Media Customer Acquisition 78

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 100

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 100

Aquire

SEPTEMBER 28, 2021

The Net Promoter Score (NPS) is a popular metric that measures customer loyalty and satisfaction. What is Net Promoter Score? Net Promoter Score (NPS) is a number that reflects how likely customers are to recommend your company to others. 9 – 10: 500 responses (promoters).

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

Retently

MAY 15, 2024

If you’ve visited a newspaper website in the last year, chances are that you’ve run into at least one pop-up asking you to complete a reader survey. But does the newspaper method of setting up surveys on their website and surveying people before they become customers work? Did you answer it, or did you close it and get back to reading?

Net Promoter Score 78

Net Promoter Score NPS Start-ups Actionable Insights 78

eglobalis

JUNE 27, 2024

Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. Companies like Siemens and Samsung start by selecting key divisions in different countries to pilot their strategies. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

NPS 232

NPS Net Promoter Score Customer Loyalty Construction 232

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Think of the star rating prompt right after an Uber ride, or the thumbs-up/down after a Netflix episode.

AI 317

AI CX Sentiment Analysis Predictive Analytics 317

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.

Net Promoter Score 146

Net Promoter Score B2B NPS Engineering 146

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. Customer satisfaction, as measured using Net Promoter Score, does.

Social Media 155

Social Media NPS Net Promoter Score Customer Satisfaction 155

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score NPS Close the Loop Customer Satisfaction 133

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. After pushing a bit more for a supervisor, I was left with no choice but to hang up and try again. Again, huh? 28) can’t be empathetic.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Retently

OCTOBER 26, 2023

One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. But when does feedback start to lose its relevance? Also, should you let it affect your Net Promoter Score? Over time, your business and its customers will likely change.

Net Promoter Score 146

Net Promoter Score NPS Close the Loop Customer Feedback 146

Retently

AUGUST 29, 2018

You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. There’s only one problem: the Net Promoter Score ® and feedback you received wasn’t as good as you expected. Is your NPS not quite as good as it could be?

Net Promoter Score 152

Net Promoter Score Close the Loop Customer Service NPS 152

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

JULY 11, 2022

If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. Start using NPS to spot MRR trends as they happen. Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business.

NPS 150

NPS Net Promoter Score Customer Acquisition Start-ups 150

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

CX 446

CX Finance Customer Journey Map Innovation 446

RateMyService

NOVEMBER 18, 2024

We’ve usually relies on traditional metrics like Net Promoter Score (NPS, eNPS), Effort Score (CES, EES) and Satisfaction Score (CSAT, eSAT) to understand our customers and employees. This isn’t just “making up” for a bad experience; it’s about connecting with customers on a human level.

Net Promoter Score 52

Net Promoter Score E-commerce Sentiment Analysis NPS 52

Retently

JUNE 28, 2023

Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? Often, changing your pricing changes the customers you attract, making it easier for you to achieve positive sentiment and a higher Net Promoter Score.

Customer Satisfaction 135

Customer Satisfaction Net Promoter Score B2C Manufacturing 135

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. While most Promoters might be thrilled with your business, few will take action unless you give them a small, friendly push.

NPS 148

NPS Net Promoter Score Social Media Close the Loop 148

Retently

MARCH 11, 2025

Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score).

CX 115

CX Customer Experience Net Promoter Score NPS 115

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Some NPS services offer segmentation features, allowing you to break down the score for a particular customer group within your bu siness.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Retently

MAY 25, 2022

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback). While the NPS question itself is standard, the follow-up questions are open to adjustments.

NPS 132

NPS Net Promoter Score Start-ups Close the Loop 132

Beyond Philosophy

MAY 8, 2019

Now, when I say value, I’m talking about which emotions make people spend more money, and make people give you better Net Promoter Scores. They also won’t be as loyal, and they’ll be giving you lower Net Promoter Scores, etc. It’s as simple as that. Again, it’s as simple as that.

Net Promoter Score 155

Net Promoter Score Construction Manufacturing Start-ups 155

Intercom, Inc.

JULY 4, 2019

” Change starts small. Let’s start by hearing about your background and what made you write this book in the first place. One of the topics that has come up recently in my consulting is this idea of outcomes. Leaders have to get out of the business of saying: “I have this solution in my head.

Net Promoter Score 212

Net Promoter Score Start-ups Non-Profits Sales 212

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. So I started there, and then I took a couple of detours, which will make sense someday.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199