Experience Matters

DECEMBER 31, 2014

9 Recommendations For Net Promoter Score (NPS) (2011). Report: Net Promoter Score Benchmark Study, 2013 (2013). note: See updated NPS benchmark from 2014 ]. Report: The Four Customer Experience Core Competencies (2013). Seven Steps for Developing Customer Journey Maps (2013).

Net Promoter Score 254

Net Promoter Score Customer Journeys Infographics Customer Experience 254

Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). NPS ® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it. 14 Customer Experience Trends for 2014 (The Year of Empathy) (December 2013).

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Customer Journeys Net Promoter Score eBook NPS 120

Retently

SEPTEMBER 3, 2023

Although Airbnb’s post-stay survey isn’t necessarily exclusively a typical Net Promoter Score (NPS) survey, it’s rich with lessons. NPS is a metric designed to gauge customer satisfaction and loyalty. NPS is a metric designed to gauge customer satisfaction and loyalty.

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Net Promoter Score Survey NPS Touchpoint 78

Experience Matters

OCTOBER 13, 2015

This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries.

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Net Promoter Score Study Report NPS 120

NICE inContact

OCTOBER 10, 2018

As a follow up, Mr. Brown has provided input into the following Questions and Answers: 1) Please translate the “Metrics” acronyms – CES, NPS, Churn Rate, LTV and EX, and how these help lead to continual improvement. CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

Daniel Group

APRIL 23, 2021

Our research found that when a customer mentions Communication as something that went well during the service, NPS® for those customers saying this goes up by six points. When customers mention Communication as something that could be better, the NPS® for these customers takes a 40+ negative point hit compared to the larger group.

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Feedback Net Promoter Score B2C B2B 124

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.

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Net Promoter Score Effort Score NPS Customer Service 167

inQuba

APRIL 24, 2022

In December 2003, Fred Reichheld, the developer of the Net Promoter Score (NPS) measurement system, published “The One Number You Need to Grow” 1 in the Harvard Business Review (HBR). I noted that, according to Wikipedia, about two-thirds of Fortune 1000 companies have rolled out an NPS program in the years since.

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Net Promoter Score Omni-Channel Customer Journeys NPS 52

AskNicely

JUNE 18, 2015

Live chat was the revolution of 2010; customer support platforms rose in popularity in 2013, and we’re due for a new customer service revolution. 2015 is the year of the Net Promoter Score (NPS). Strangely enough surveys have been around for hundreds of years but never has there been a way to conduct surveys so efficiently.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Beyond Philosophy

AUGUST 15, 2019

Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. Then, they used the strategic NPS as a metric of corporate performance. They weren’t. appeared first on.

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Measurement Net Promoter Score NPS Effort Score 125

Experience Matters

DECEMBER 22, 2015

See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. Download report for $195. Download report for $195.

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Metrics Report Net Promoter Score Effort Score 120

Innovative CX

AUGUST 10, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. There’s plenty of content in the CX world about NPS, CXi, CSAT, CES, Loyalty, Retention, etc. Is there a relationship between a decline in NPS and your customer retention percentage? ·

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

SurveySparrow

FEBRUARY 8, 2021

NPS score works both as loyalty metrics and as a way to improve loyalty over time. But, if you say NPS score is a perfect metric to track customer advocacy, you are unrealistic. . NPS score is not a complete metric. But most people only talk about the good side of NPS, which is biased because nothing can be perfect, right?

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Net Promoter Score NPS Survey Metrics 52

Magellan Solutions

AUGUST 1, 2021

Successful (and big) companies know this that is why their NPS is sky high: Netflix’s NPS is 68, well above their competition; Starbucks’ NPS is a decent 77; Amazon’s NPS is a pretty high one at 62; Airbnb’s NPS is quite strong at 74; Tesla’s NPS is an astounding 96.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In Read more about how NPS works here.

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Net Promoter Score NPS Effort Score Feedback 54

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. It would often include reactive metrics, like an escalation in support tickets, NPS scores , etc. Irit Eizips is the Chief Customer Officer & CEO at CSM Practice.

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Customer Success Consulting Chief Customer Officer Customer Centricity 59

Maru Group

AUGUST 1, 2018

Initially launched in 2013, Have Your Say has evolved over the past five years, and continues to deliver tangible outcomes for Yodel, transforming their business both internally and externally. This year, we’re nominated alongside long-standing client, parcel carrier Yodel and their ‘Have Your Say’ VoC programme.

Customer Experience 40

Customer Experience Transportation Retail NPS 40

CSM Magazine

JULY 15, 2021

. “We use all aspects of BigChange in terms of workforce management and we have integrated the solution with our standalone finance package and a customer satisfaction portal which we use to record NPS ratings. This customer feedback plays a vital part in identifying focus areas and in driving service standards forward.

CRM 52

CRM Innovation NPS System 52

SurveySparrow

MAY 9, 2021

Survicate: Survicate was established in 2013. Being a survey and NPS software, Survicate also specializes in targeted surveys that can be integrated on websites, web apps, and mobile apps. Hence, the platform enables you to design NPS surveys with ease using no-code. The NPS surveys can be scheduled at regular intervals.

Comparison 52

Comparison Survey Net Promoter Score Effort Score 52

SurveySparrow

MAY 9, 2021

Survicate: Survicate was established in 2013. Being a survey and NPS software, Survicate also specializes in targeted surveys that can be integrated on websites, web apps, and mobile apps. Hence, the platform enables you to design NPS surveys with ease using no-code. The NPS surveys can be scheduled at regular intervals. .

Survey 52

Survey Net Promoter Score Effort Score NPS 52

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. I’ve had recent discussions with organizations that have simply stopped using it because it didn’t deliver on their lofty expectations.

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Customer Journeys Chief Customer Officer NPS Consulting 100

TechSee

JANUARY 24, 2019

Amazon Mayday : First launched in 2013 in connection with the Kindle Fire, Amazon Mayday was an in-app video support that connected an Amazon agent with the Kindle customer with the tap of a button. Improves customer experience and NPS score. Benefits of live video support to your business. Demonstrates a commitment to personalization.

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Video Contact Center Financial Call Flow 141

Chattermill

JULY 30, 2018

That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” When it comes to providing top-tier CX, the first step is obvious: collection. You need to be able to keep a finger on the pulse of how your customers are feeling. You also need to know the “why?”.

Feedback 40

Feedback Technology Customer Experience NPS 40

Experience Matters

JANUARY 20, 2015

The latter effort has already resulted in reduced repeat calls, improved accuracy, and a higher Net Promoter Score (NPS). If you enjoyed this report, check out Lessons in CX Excellence, 2014 and Lessons in CX Excellence, 2013. Crowe Horwath. Download report for $195.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

Confirmit

OCTOBER 30, 2018

Between 2010 and 2013, the insurer’s Net Promoter® Score (NPS) rose from 52.7 Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Management now relies on an automated alert system. Renewal rate change increased by nearly 3%. Customer retention now exceeds 90%. Bain & Company, Inc.,

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Return on Investment Insurance Net Promoter Score Policies 40

TechSee

DECEMBER 5, 2017

Founded in 2015 and based in the US and Moldova, Retently helps businesses understand and interact with their customers using Net Promoter Score® (NPS®), a customer satisfaction metric and an alternative to traditional loyalty surveys.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Gainsight

MAY 7, 2020

Since we’ve had surveys integrated into Gainsight since 2013 and given our recent launch of our Experience Center , with rich sentiment analytics, many companies are consolidating all of their survey workflows (e.g., post-case, post-sale, post-onboarding, NPS) and analysis into Gainsight. for advocacy or expansion).

Software 59

Software Customer Experience Survey Analytics 59

GetFeedback

JANUARY 8, 2020

In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. ” Originally, the team only needed a tool that could handle case closed NPS surveys. However, they found GetFeedback powered by Salesforce to be much more versatile than basic use cases like NPS and CSAT.

Customer Satisfaction 39

Customer Satisfaction NPS Survey Customers 39

Beyond Philosophy

JUNE 12, 2015

RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. To hear more about how RICOH accomplished their impressive climb in NPS score, be sure to attend our webinar next month. Since 1994, the ACSI Score rose from 74.8 to a high of 76.8

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Net Promoter Score Customer Experience Trends NPS 60

Customer Guru

DECEMBER 13, 2017

Source: Oracle Global CX Study, 2013. Setting up customer experience measurement metric such as NPS is as critical as having a system to measure and track an organization’s revenue. Do not wait for the organizational alignment before thinking of implementing NPS. I know you might wonder that the data is quite old.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Avaya

OCTOBER 21, 2016

Today, Avaya’s Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others—hovers around 58, which is considered excellent in almost any industry. Doubling down in one product area has also allowed Avaya to put a premium on quality.

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Net Promoter Score Multi-Channel NPS Contact Center 40

ClearAction

DECEMBER 11, 2016

CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. 2 ClearAction Business-to-Business Customer Experience Management Best Practices Study , 2010-2013. Every one of the strings and keys must be in-sync, no exceptions. 1 They’re all parts of a whole. Image purchased under license from Shutterstock.

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Customer Experience Net Promoter Score How To Effort Score 48

Gainsight

SEPTEMBER 21, 2020

Since 2013, BazaarVoice has been using Gainsight’s platform to gain insight into customer health and improve customer experience. Their NPS scores were solid, and they had great renewal rates. Churn, NPS, and renewals affect each part of an organization. Gainsight and BazaarVoice have a long history together.

Customer Centricity 52

Customer Centricity NPS Customer Success Innovation 52

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Gainsight hosted Pulse 2013 at the Four Seasons in San Francisco, California. Your event NPS will give you a great indicator of your event’s success, but the real gold is in the free-text responses. Is the Future Really Hybrid?

Social Media 45

Social Media Conference NPS Customer Success 45

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. Today we wrapped the first day of Pulse Everywhere, our reimagined Pulse. This year we watched Pulse come full circle.

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Roadmap ROI NPS Customer Success 59

Qualtrics

SEPTEMBER 17, 2019

If we were to start at the end of this story, we’d say that Jim led the CX program at Farmers Insurance for five years and increased NPS by 60%. In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I I thought: ‘Man…CX? “I

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Insurance NPS Touchpoint Customer Centricity 35

Ian Williams

DECEMBER 11, 2015

The number of companies we come across that do CSAT or NPS just ‘to understand how well we’re doing’ is incredible. The Tempkin survey from 2013 told us that 74% of companies said that they actively solicited customer feedback, however only 30% of them did anything with the results in terms of driving transformational change.

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Customer Journeys Exercises Customer Satisfaction NPS 40