Hodusoft

NOVEMBER 6, 2024

Net Promoter Score ( NPS ): High scores in these areas often correlate with overall success as well as influence retention rates and brand loyalty. By leveraging the right contact center software, you’ll be able to automate various QA workflows, keep an eye on critical KPIs, and simplify tasks such as creating employee scorecards.

Contact Center

1 to 1

APRIL 10, 2025

Example: Instead of only tracking Net Promoter Score (NPS) , also measure: Customer Lifetime Value (CLV) Measures total revenue potential per customer. Action Point: Develop a CX scorecard that combines customer experience data with financial KPIs. Sales Conversion Rates Tracks how improved CX increases deal closures.

B2B

ECXO

JULY 8, 2025

You can have the prettiest journey map, the slickest dashboard, the most polished NPS scorecard (or Regret scorecard, if you read on last article) in town… and still deliver a customer experience that makes people feel like a number, not a human. CX Won’t Save You if Your Culture Sucks Let’s rip off the band-aid, shall we?

CX

Retently

JUNE 4, 2025

Track CSAT/CES/NPS and conversion, AOV, upsell, and first-contact resolution to prove ROI. Treat measurement as part of the launch, not an afterthought, and split your scorecard into two clear buckets: experience and commercial outcomes. Human + real time = trust. Measure both feelings and dollars. Start small, learn fast.

Customer Satisfaction

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS

Callminer

NOVEMBER 14, 2017

Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the full picture that today’s contact centers need.

Net Promoter Score

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis

eglobalis

JUNE 27, 2024

This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights. Net Promoter Score (NPS): Measures customer loyalty by asking how likely customers are to recommend your company to others.

Customer Experience

ECXO

JULY 29, 2024

This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights. Net Promoter Score (NPS) : Measures customer loyalty by asking how likely customers are to recommend your company to others.

Customer Experience

Fonolo

JULY 27, 2021

Net promoter score (NPS). Net promoter score (NPS) is a metric that measures the likelihood of a customer recommending the company to friends, family, and colleagues. Let them fill out a scorecard template and answer general questions about their work. TIP: Smart routing is a great tool for lowering abandon rates.

Net Promoter Score

Retently

OCTOBER 11, 2024

Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality. Customizable Scorecards: Tailor scorecards to meet the specific needs of your team, with features like section-based weighting and auto-fail questions.

Retail

Totango

JULY 22, 2022

Another key feature of the Engage Customers SuccessBLOC is the Scorecard, which allows you to see a quick overview of important metrics related to retention goals, like customer loyalty and advocacy, product adoption, customer engagement and growth. While each scorecard is customizable, some pre-built metrics include: Health overview.

Scorecard

Lumoa

JANUARY 31, 2023

Net Promoter Score® (NPS) Net Promoter System has been proudly called “ the only number you need to grow “ At Lumoa, we love NPS and widely recommend it to our customers. Why did we choose NPS? It’s very likely, that you have already answered NPS surveys multiple times yourself.

Customer Experience

Help Scout

SEPTEMBER 7, 2021

Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances. Existing CSAT and NPS comments that focus on positive or negative customer service interactions.

Customer Service

Zendesk

OCTOBER 11, 2021

Instead, they should rely on: NPS. This makes NPS a far more reliable indicator of brand loyalty and customer advocacy. That’s why quality assurance scorecards are completely customizable, meaning this metric can be adjusted to fully encapsulate and reflect your brand values and CX protocols. Satmetrix Systems, Inc.

Scorecard

Lumoa

FEBRUARY 20, 2018

net Promoter score® (NPS) Net Promoter System has been proudly called " the only number you need to grow ". At Lumoa, we love NPS and widely recommend it to our customers. Why did we choose NPS? It's very likely, that you have already answered NPS surveys multiple times yourself.

Customer Experience

Shep Hyken

DECEMBER 3, 2021

Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Leadership did this through the use of key tools such as Tableau dashboards, as well as through their own weekly scorecard that consistently measured on-time deliveries and critical-to-quality measurements. . Voice of Customer.

Net Promoter Score

Totango

NOVEMBER 25, 2020

These data sources are aggregated into a scorecard that shows the state of your client base, where they are in the customer journey, whether they are using your products, how engaged they are, and if they are willing to recommend your business to others. . Feedback metrics like NPS and CSAT scores. View and Act on Feedback.

Net Promoter Score

Totango

DECEMBER 7, 2023

Each pod consists of two account executives, two customer success managers (CSMs), and a product manager who meet weekly to review Totango scorecard metrics for the vertical and discuss opportunities, risks, renewals, product roadmaps, and more. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales

Gainsight

MAY 21, 2021

In fact, this past year alone, thanks to a combination of strategy, process, data, and some amazingly collaborative customers, we’ve raised our NPS after onboarding from +14 to +85. That’s why, as part of every single customer launch, we send a Net Promoter Survey (NPS) that includes a brief Customer Satisfaction (CSAT) section.

NPS

Fonolo

SEPTEMBER 21, 2023

Net Promoter Score (NPS ) Net promoter score is an ingenious way of measuring how customers feel. cctr #cx #ces Click To Tweet You can also ask for an NPS rating after a customer interacts with a rep by asking: “ How likely are you to recommend our brand after talking with this agent?”

Net Promoter Score

Gainsight

MAY 14, 2020

Add an inline hover on the account name within lists so the user could see important information at a glance, such as NPS, ARR, and Health Score. . But I want to dive in on another improvement we made to help you find value with Gainsight more quickly: Scorecards. . Gainsight Legacy Scorecard Configuration. Smart, but unclear.

Scorecard

Intercom

OCTOBER 4, 2023

Net promoter score (NPS) “Net promoter score” (NPS) is a metric that organizations use to measure customer loyalty toward their brand, product, or service. Similar to CSAT, customer-centric companies place huge emphasis on monitoring their NPS. It is measured as a score ranging from -100 to +100.

AI

Customer Bliss

MARCH 15, 2019

Chelsie noticed that they didn’t have a lot of customer survey data and had no NPS. She shares that upon meeting with the leadership team to chat CX at least once a month, she presents her customer analysis scorecard. This scorecard talks about the outcome that she’s looking for: the churn, the cancellation, and reduction percentage.

Scorecard

Customer Service Life

SEPTEMBER 7, 2018

A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. For those who aren’t familiar, quality assurance is a process where a random set of customer interactions (phone calls, emails, chats, etc) are reviewed regularly based on a predetermined set of criteria.

Customer Satisfaction

Totango

APRIL 26, 2021

It comes out-of-the-box with all the foundational content including scorecards, pre-built customer segments, workflows, email templates, and assets that you need to stay top-of-mind. CSAT and NPS data types are now valid data types in Customer Data Hub field mapping. . You can also enable a walkthrough script with a script UR L. .

Scorecard

Gainsight

OCTOBER 22, 2020

Negative survey responses or low NPS/CSAT. An excellent tool for assessing risk is your customer success platform’s health scorecard. Some examples of measures we see commonly included in Scorecards are: Engagement frequency, including executive engagement. NPS, CSAT). They could include: Change of an executive sponsor.

Scorecard

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

Gainsight

DECEMBER 14, 2020

Still, with Gainsight CX , you can quickly launch interactions, like a walk-through or an NPS survey, using turnkey solutions and no additional code. Regular NPS and/or CSAT surveys help you understand customers’ expectations. It may seem overwhelming to develop and launch these types of experiences. Take feedback: Feedback is a gift.

Scorecard

Gainsight

AUGUST 2, 2022

Meanwhile, industry NPS scores are on a steady descent towards the depths of the Loire Valley. . Proactively address risk with health scorecards. Whether you’re an incumbent or a new market entrant, you are very much experiencing every demanding kilometer of the changing landscape on this journey.

Customer Expectations

Totango

JANUARY 29, 2021

Low NPS from key contacts – review customer account and initiate follow-up. KPI Scorecards are built into a comprehensive dashboard to enable easy monitoring of progress across all customers by journey stage, customer success manager, and more. Alert CSM or Onboarding manager to customer(s) delayed in onboarding. Escalation.

Scorecard

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. How to overcome those challenges?

CX

Gainsight

APRIL 17, 2019

End-user NPS (admin and decision maker surveys are sent via email). Excluding NPS, in-app surveys will only be presented after a relevant task is completed or a reasonable time has passed and a relevant task has not been completed. Educational: Learning opportunities, webinar announcements. Customer Effort Score.

Scorecard

Taylor Reach Group

DECEMBER 7, 2018

This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Common issues include: The absence of standard reporting/scorecards for agents, team leaders, managers, directors, VPs etc.

Contact Center

Gainsight

JUNE 1, 2022

So whether your data set is voice commands or NPS scores, it’s likely that AI is going to be disrupting your workflows sooner rather than later. . With Impact Analyzer, the Gainsight platform learns how various drivers relevant to your business, like your customers’ survey results, impact key metrics like NPS and CSAT.

Machine Learning

Gainsight

JULY 6, 2021

In Gainsight, you can automate simple communications to your customers, such as conducting a regular NPS or other surveys to collect feedback. You can also deploy assets such as health scorecards, email templates, reports, rules, along with playbooks, into your Gainsight instance. All it takes is the click of a button.

Artificial Intelligence

Gainsight

SEPTEMBER 21, 2020

The second step was aligning the scorecard with a single tool, Gainsight Scorecards. Everyone knows that customer’s NPS scorecards work as a proxy for adoption and value. These are indeed part of the foundation for incredible customer success organizations and provides superior outcomes for customers and partners.

Scorecard