Why NPS doesn’t work any more, and what’s the alternative?
eglobalis
NOVEMBER 15, 2023
Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.
How to Set Industry NPS Benchmarks and Why It Matters
Lumoa
APRIL 7, 2022
Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.
NPS 
208
208 Join 134,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Webinars
How To Craft Your Perfect Retail Tech Stack
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
Trending Sources
Understanding Negative NPS Score: Causes, Impact and Solutions
Lumoa
JUNE 14, 2023
You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?
NPS 208
208 
Benefits of Outsourcing your NPS process
Retently
NOVEMBER 27, 2023
Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy. Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.
NPS 147
147 
What Is The Future of Net Promoter Score (NPS)?
Feedbackly
SEPTEMBER 7, 2023
NPS is a metric that measures your customers’ likeliness to be your advocates. Then started the questions on its superiority, the controversies, and the overall doubt of whether NPS alone is sufficient for brands to win customers. Here are some limitations of NPS that cannot be ignored!
How to Improve Customer Experience: A Step by Step Guide
Lumoa
JANUARY 31, 2023
Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? Why did we choose NPS? Voice of the customer: where to start?
Is Your Net Promoter Score Biased?
Retently
MAY 21, 2024
Bias in NPS can sneak in through several backdoors – like who’s chosen to take the survey, when or where it was answered, or how the questions are worded. Why does NPS matter to businesses? Well, NPS is like a quick pulse check on customer satisfaction and loyalty. NPS is not just about a number.
NPS Benchmarks for 2018: How Do You Compare?
AskNicely
AUGUST 29, 2018
“What is a Good NPS Score?” ” NPS Benchmarks. Is it just about “what is a good NPS score?” Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. Traditionally, NPS was viewed as a boardroom-only metric.
NPS 150
150 
Customer satisfaction score 101: Building a customer-centric culture
BirdEye
AUGUST 3, 2023
Why measure CSAT score? Benefits of measuring customer satisfaction When to measure customer satisfaction score? How to measure CSAT score? 6 Customer satisfaction metrics to start measuring 5 Best practices for customer satisfaction 2 CSAT alternatives: CES & NPS How to use CSAT as your differentiator?
The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)
Experience Investigators by 360Connext
FEBRUARY 6, 2024
CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. And while metrics are great for measurement, it’s important to see these for what they are.
Metrics 270
270 
The Ultimate Blueprint for Mastering Customer Service Metrics
InMoment XI
OCTOBER 10, 2023
The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. NPS is a reflection of customer loyalty and satisfaction.
Metrics 260
260 
Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World
Experience Investigators by 360Connext
APRIL 23, 2024
Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. That’s a measurement that can help make your case, but it’s not necessarily the end-goal. But don’t just measure to measure!
ROI 260
260 
NPS Benchmarks for 2018: Results and Reactions Webinar
AskNicely
NOVEMBER 28, 2018
NPS Benchmarks are increasingly of interest. However, it’s not just about “what is a good NPS score?” Advanced NPS users know the most value is had by taking the score out of the boardroom and straight to the frontline staff. This customer-fueled approach to business growth has evolved into a culture shift.
NPS 150
150 
Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success
InMoment XI
AUGUST 18, 2022
The Continuous Improvement Framework focuses on building an experience program that moves past measuring and managing what customers are saying and transforms into one that actually improves the customer experience and benefits your business. The Continuous Improvement Framework: A Quick Summary. Action Planning. Key #3: Realize.
ROI 557
557 
Customer Experience Metrics: Understanding CSAT, CES, NPS, and 5-Star
AskNicely
JANUARY 10, 2019
Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. What gets measured gets managed.” – Peter Drucker. NPS – Net Promoter Score.
NPS 150
150 
A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
Why is NPS ® going up or down? Customer-Centricity Customer centricity refers to customer-oriented culture in the company. Build CX into the culture: build long-lasting principles oriented on customer success. Both groups of technologies can be utilized to make analytics more actionable.
KeyBank’s Obsession over Client Experience Sends their NPS and CSAT Scores Soaring
The DiJulius Group
JANUARY 8, 2024
KeyBank Branch & Contact Center Leaders KeyBank planned to enhance its already successful customer experience culture in January 2022 when. Read Full Article The post KeyBank’s Obsession over Client Experience Sends their NPS and CSAT Scores Soaring appeared first on The DiJulius Group.
NPS 76
76 
Looking for NPS in all the Wrong Places
AskNicely
MARCH 22, 2018
Like many other Customer Success leaders, I have tried to use NPS to gather insight into customer sentiment for years. Most of us know the benefits of good NPS, we all know the math behind it, but very few of us know exactly how to make it successful. . The Five-Second NPS Refresher.
NPS 150
150 
Revolutionizing Customer Experience: Crafting an Effective Customer Experience Strategy
InMoment XI
JULY 12, 2023
Building a Culture of Continuous Improvement Perfecting your customer experience strategy is an ongoing process, and it’s essential to foster a culture of continuous improvement so you can grow with your clients and customers.
How to launch NPS nicely
AskNicely
OCTOBER 17, 2017
On the other end of this invisible scale you have the launches that require serious project and change management, ongoing communication and a commitment to company-wide culture change. Guess where your Net Promoter Score (NPS) launch falls? Know what you’re getting yourself into before you launch NPS. Getting started is easy.
NPS 150
150 
The Right NPS Methodology: Turning NPS Feedback into Action
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
52 
4 Ways to Get More Out of Your NPS
AskNicely
JULY 26, 2018
Customer experience is one of the hottest trends in 2018 and NPS (Net Promoter Score) is a great way to measure CX. Here are four ways to get more out of your NPS survey: 1. But smart planning is the number one way to get more out of your NPS program. Lastly plan how to incorporate responses into your corporate culture.
NPS 150
150 
Boost NPS in Automotive by Closing the Feedback Loop
SurveySensum
NOVEMBER 28, 2023
Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. How to analyze it?
Automotive 52
52 
A Comprehensive Guide to NPS in Retail
SurveySensum
MAY 11, 2023
One way to do this is by using Net Promoter Score (NPS), a simple and widely used metric that helps businesses measure customer satisfaction, benchmark their performance against competitors, and identify areas for improvement. So let’s dive in and learn more about how NPS can help your business thrive! What is NPS?
NPS 52
52 
NPS WTF? The Ultimate Beginners Guide
AskNicely
JUNE 11, 2017
Struggling to get your head around NPS and what it means for your business? So we asked Aaron to give us the ultimate beginners guide to the what and why of NPS. NPS is a simple but scientific way to make more money with your business. Harvard loves to talk about NPS. There’s too many acronyms already right? Amazing! ….
NPS 150
150 
Understand Types of Net Promoter Score (NPS) Surveys
SurveySensum
MAY 26, 2023
What is Net Promoter Score (NPS)? Types of Net Promoter Score (NPS) Transactional NPS (tNPS) Relationship NPS (rNPS) 4 key differences between tNPS and rNPS surveys Transactional NPS vs Relationship NPS – which one should you go for? You know what NPS is and how to calculate it.
Peek inside HubSpot’s customer-centric strategy: how to build a customer-obsessed culture
Lumoa
JUNE 28, 2018
During the last 10 years HubSpot has gone far in building a truly customer-centric culture, a fantastic product and the community, that many love and are proud to be a part of. You might want to check the culture book of HubSpot, as it just concludes and confirmed customer-centricity from the operations deep inside. concludes Michael.
Authenticity Matters: Why Should You Stop Gaming the NPS Score
SurveySensum
DECEMBER 22, 2023
During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Unfortunately, this is not an isolated case of NPS gaming. While your NPS score will be high, this only gives you a false sense of growth and even damage your brand’s reputation.
NPS 52
52 
What is a good Net Promoter Score?
Lumoa
SEPTEMBER 16, 2022
NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . What is a good NPS? Factors that affect your NPS.
What is a Good Net Promoter Score? (2018 NPS Report Update)
Retently
JULY 17, 2018
To be honest, benchmarking NPS ® is a complicated process. To prove that let’s look at the Verizon NPS score , which is 32. United with an NPS score of 10, on the other hand, ranks as one of the worst companies in the Airlines. What is a good NPS score? What is a good NPS score?
Why NPS is a more important metric than revenue
AskNicely
MARCH 22, 2017
A well-structured NPS programme gives you that ability. The first NPS question, “ How likely are you to recommend *company name* to a friend or family member? NPS link to revenue. Using NPS to identify your advocates and promoters gives you access to the most powerful tool in marketing – word of mouth. The Survey.
NPS 150
150 
When Workplace Culture Fails: Stop Cascading Effects from Impacting Your Balance Sheet
Support EXP
NOVEMBER 23, 2023
How do you know when to act to keep hotspots and tensions in workplace culture from harming your customer experience – and your bottom line? It’s easy to say that your goal is a vibrant workplace culture with teams focused on your organizational mission. Then, tangible symptoms start emerging that can’t be ignored.
Culture 52
52 
How to Measure Customer Service Quality: Methods & Tools
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. You need to measure quality directly, which means first understanding what “quality” service means for your company.
Measurement 116
116 
Timing is Everything: When to Send Your NPS Survey for Maximum Impact
SurveySensum
SEPTEMBER 7, 2023
But more often than not, businesses make this common mistake while sending an NPS survey. The success of the NPS survey majorly depends on timing. Also, sending the right type of NPS survey at the right time matters a lot. Well, there are two types of NPS surveys – relationship NPS surveys and transactional NPS surveys.
NPS 52
52 
How to Measure Customer Experience: A Complete Guide
SurveySparrow
JULY 26, 2023
Measurement is the key! Understanding and measuring the customer experience plays a pivotal role.Every interaction a customer has with your brand contributes to their overall perception of your business. But how do you effectively measure customer experience? Calculation: NPS = %Promoters – %Detractors 2.
Measurement 52
52 
How to Measure Customer Satisfaction
ProProfs Chat
NOVEMBER 9, 2021
And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Therefore, tools and methods used to measure customer satisfaction should be defined carefully, and we are here to help. Why Should You Measure Customer Satisfaction?
Creating a collaborative contact center culture
TechSee
OCTOBER 10, 2019
Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. They build relationships with specific customers and are measured both on individual and team performance.
Contact Center 117
117 
50+ Employee NPS Survey Questions | ENPS
SurveySparrow
AUGUST 29, 2022
Using the 50+ employee NPS survey questions here (and our tips!), Employee NPS survey questions can undo this cycle of disengagement among workers. 50+ Employee NPS Survey Questions + Template. 50+ Employee NPS Survey Questions + Template. 50+ Employee NPS Survey Questions. What are these questions?
NPS 52
52 
InMoment (integrated) Experience: Changing The Game
InMoment XI
FEBRUARY 2, 2024
A Harvard Business Review study found that a 12-point increase in NPS leads to a doubling of a company’s growth rate. This approach, especially when applied alongside other feedback mechanisms, offers a comprehensive view of customer and employee satisfaction, enabling businesses to fine-tune their offerings and internal culture.
Hospitality 260
260 
Measuring Customer Experience: How to Collect the Right Data and Act on It
Totango
MAY 5, 2021
By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques .
Measurement 118
118 
Lesson for Leaders 3: What NPS Metrics Lack
Support EXP
MARCH 1, 2022
Earlier this year, the Wall Street Journal gave greater visibility to the debate with an article questioning the usefulness of NPS despite its “cultlike following.” Earlier this year, the Wall Street Journal gave greater visibility to the debate with an article questioning the usefulness of NPS despite its “cultlike following.”
NPS 52
52 
Designing Country Culture into Your Global Experience
Beyond Philosophy
DECEMBER 28, 2020
Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We covered this topic on a recent podcast.
Culture 97
97 
How can you measure customer satisfaction?
ViiBE Blog
AUGUST 25, 2021
How can you measure customer satisfaction? Customer satisfaction measures the overall satisfaction the customer has with the business. As the subject of customer satisfaction is a rather multilateral and complex one, composed of various aspects and focus points, what are the most efficient methods of measuring key customer experience?
How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents
Experience Investigators by 360Connext
OCTOBER 17, 2023
Organizations are realizing that a customer-centric culture is key to driving growth and profitability. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. What’s the difference?
Leadership 259
259 
Let's personalize your content