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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics'

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Report: The State of Customer Experience Metrics, 2014

Experience Matters

Companies are best at measuring customer service and phone-based experiences and worst at measuring the experiences of prospects and customers who defect. Assessments Benchmarks Customer Connectedness Customer experience Temkin Group Research Trends analytics text analytics'

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Report: Evaluating Mobile eGift Card Purchasing Experiences

Experience Matters

Assessments Customer Connectedness Customer experience CX measurement Temkin Group Research Best Buy CVS Dunkin'' Donuts Home Depot Lowe''s RadioShack Starbucks Target Walgreens WalMart' She does not have an app for any of the companies being evaluated and does not know whether they sell $25 eGift Cards.

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CX Metrics: Immature, But Improving (Infographic)

Experience Matters

You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.

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Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

To measure the effectiveness of Amazon.com’s customer service, the company asks a simple question: “Did we solve your problem?” Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Amazon.com Arizona State University Center for Services Leadership'

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Seven Stages to a Data-Centric Mindset

Experience Matters

As much as possible, use his/her language for metrics, measurement and objectives. The bottom line : Help your business partners develop a customer-centric mindset. Customer Connectedness Customer experience' Do not assume that any existing reports or formats are the right ones.

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Simple Lessons From Great Clips’ Success

Experience Matters

They simplified their brand measures from 33 columns down to 5 measures that now all fit on one page. He actually said that only two measures are really important, what he calls 30/30: 30% of stylist hours occur during weekends and 30% of new customers come back.