Lumoa

JANUARY 7, 2021

In reality, there are several customer touchpoints along the customer journey where you can (and should!) Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Each of these customer touchpoints are important for the company to get right.

Touchpoint 78

Touchpoint Customer Journey Map Social Media Text Analytics 78

SurveySensum

APRIL 11, 2025

Your NPS or CSAT scores give you a snapshot of your customer sentiment, but is that enough? With the help of key driver analysis, you can find out exactly which elements (like pricing, product quality, customer support) drive key CX metrics like NPS or CSAT. Then, analyze customer feedback with text analytics to find recurring themes.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??Note:

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. 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?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

SurveySensum

OCTOBER 17, 2024

In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. As a result, the initial step is to collect feedback from customers via various channels, such as online reviews, NPS /CSAT surveys, social media reviews, and customer support tickets. Manually doing it can take days.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? With AI, you can get answers to most of your “why” questions.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

APRIL 16, 2025

These surveys are sent at key touchpoints in your customers journey like, after support conversations, post-purchase, or throughout product use – they record real-time data that drives better decisions. Customer Satisfaction Surveys (CSAT & NPS) Would you like to find out whether clients simply endure you or love you?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

SurveySensum

APRIL 7, 2025

For $99 per month, the basic paid plan includes 500 responses, 5000 emails, unlimited users, surveys, touchpoints, questions, and all website integrations. NPS, CES, CSAT surveys, and more Launch any type of survey you want – product, onboarding, CSI, pulse or more – and go beyond the NPS , CES, and CSAT surveys.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

SurveySensum

APRIL 28, 2025

A VoC program helps businesses analyze customer feedback across different touchpoints – website, support, in-store visits, mobile app, and more – to identify pain points and fix them before they drive customers away. Map the Customer Journey: What Touchpoint Matters the Most? It all comes down to the customer experience.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

SEPTEMBER 16, 2024

This is where in-app NPS surveys step in. In-app NPS surveys are designed to collect feedback directly from users within your application. What is an In App NPS Survey? The in app NPS survey includes a quantitative question , asking how likely your users are to recommend your app on an 11-point scale.

NPS 52

NPS Text Analytics Touchpoint Start-ups 52

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

SurveySensum

AUGUST 2, 2024

NPS can do it for you. Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. In fact, more than two-thirds of Fortune 1000 companies use NPS as a key metric to gauge the quality of their customer experience.

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

SurveySensum

JUNE 13, 2021

Their strategy drills down to fine details as to how the customer would be served at each touchpoint — both online and offline. Let’s take the example of NPS surveys. SurveySensum Text Analysis breaks down large chunks of textual data into easily understandable and recognizable patterns. Leverage Automation.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

DECEMBER 1, 2021

15 Best NPS Tools to look for in 2022. What is an NPS tool? How to choose the right NPS tool? 15 Best NPS tools of 2022. If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there. What is an NPS tool? to help you make the most of your NPS survey. .

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52

SurveySensum

MAY 19, 2023

This is where Net Promoter Score (NPS) comes into play. Using NPS in banks, it can get to the heart of why customers would or wouldn’t recommend them to others. What is NPS in banking and other financial institutions When should you launch your NPS surveys in banks? How to use NPS in banking and financial services?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey. How to choose the right NPS tool?

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? With AI, you can get answers to most of your “why” questions.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Building an omnichannel experience ensures a consistent journey across all touchpoints, providing a seamless interaction for our customers.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

NOVEMBER 11, 2021

Moreover, the teams’ guide you on which touchpoints to capture feedback on and which metric is suitable for your objectives such as NPS, CES, CSAT, train you or your teams on how to close the loop and guide you on how to combine business data and CX data to get buy-in from your management to take action. Text Analytics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? How to Calculate the Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. These cycles involve a few steps: Identifying a touchpoint or customer problem to study. Collecting customer feedback about that touchpoint.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Gainsight

MAY 23, 2019

Customers expect a seamless experience across all touchpoints with their vendor. Voice-of-the-Customer Text Analytics: Surveys are certainly an important source for understanding what your customers are thinking – but it is only one point of interaction. Coming Soon. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

SurveySensum

JULY 2, 2024

A Detailed Overview of Best Customer Feedback Tools Customer Feedback Tools Features Free Trial Free Version Pricing G2 Rating SurveySensum End-to-end feedback management Robust text analytics Helps you with research product satisfaction or new concept testing Enables the teams to share and collect feedback in real-time.

Customer Feedback 52

Customer Feedback Sentiment Analysis NPS Text Analytics 52

CX Journey

MARCH 13, 2019

uses regression techniques to predict the impact on recommendation of any particular CX initiative based on the number of customers affected and the importance of the affected journey touchpoints to our recommendation metric (NPS). References to historical improvements in NPS can be useful to rationalise investments.

Customer Experience 60

Customer Experience Pharmaceutical NPS Text Analytics 60

SurveySensum

DECEMBER 15, 2023

Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. I have spent a lot of time working with Customer Experience folks who measure NPS, CSAT , or other surveys to understand their customers.

Text Analytics 52

Text Analytics NPS Customer Retention Customer Feedback 52

SurveySensum

DECEMBER 25, 2023

Then, six months later, an NPS survey landed in my inbox, asking, “ How likely are you to recommend us? It’s not that NPS surveys are bad—they have their place—but they do have some pitfalls, especially when capturing customers’ raw and immediate emotions. Surveys right after a touchpoint?

Retail 52

Retail NPS Text Analytics Customer Feedback 52

SurveySensum

JULY 29, 2024

Identify Trigger Points in the Customer Journey: Every customer journey has key touchpoints where additional products or services could be beneficial. Identify the Right Accounts with NPS The Net Promoter Score is a great tool to identify potential upsell opportunities. This is how they upsell. For instance, Amazon. But when to upsell?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Touchpoint 52

VOZIQ

MARCH 19, 2021

VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. VOZIQ also integrates with CRM, IVR call routing and marketing automation systems to democratize risk intelligence throughout the customer touchpoints. . Intelligence alone cannot drive real results.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. VOZIQ also integrates with CRM, IVR call routing and marketing automation systems to democratize risk intelligence throughout the customer touchpoints. . Intelligence alone cannot drive real results.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

Lumoa

NOVEMBER 21, 2023

NPS Versus AI tools Typically, NPS (Net Promoter Score) is the most widely used customer experience metric. We help you create cards in your dashboard that represent a specific touchpoint, location, or channel. The result is a happy customer who is likely to buy again or return for services.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

SurveySensum

JANUARY 12, 2023

SurveySensum is an end-to-end customer feedback platform that helps you gather customer feedback at every touchpoint across the customer journey. But there are none on the customer surveys such as NPS, CES, CSAT, etc. Why is SurveySensum the best Google Form Alternative? It can be used by businesses of any size. . Key Takeaway.

NPS 52

NPS Touchpoint Outlook Text Analytics 52

SurveySensum

SEPTEMBER 15, 2023

5) CustomerGauge NPS system Comprehensive customer tracking Easy to use Free trial available Contact CustomerGauge 4.6 (5) 5) Qualaroo Targeted surveys Multiple integrations Advanced analytics 15 days free trial available $ 99 /month 4.4 (5) It specializes in NPS, providing deep insights into customer preferences.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Confirmit

NOVEMBER 15, 2020

Shortly afterwards, Louise implemented text analytics, enabling them to see, per customer journey stage, and customer type, how actions translate into customer experience. Since its launch, Louise’s initiatives led to: Dramatic improvements in NPS, CES and CSAT. 11% increase in customer orders.

CX 52

CX VOC Text Analytics Voice of the Customer 52

SurveySensum

JUNE 9, 2023

You got your product delivered just 10 minutes before and now you’ve received an NPS survey asking about your likelihood to recommend the product. How to choose the right kind of customer satisfaction survey at different touchpoints? Why NPS Surveys? Let’s get into it!

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Touchpoint 52