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Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes

Michel Falcon Experience

In this video, I explain how Net Promoter Score isn’t properly being used within organizations. By watching this 2 minute video you will learn: How to focus on Promoters just as much you do Detractors. Introduce Net Promoter Score during employee onboarding for all positions. Net Promoter ScoreComment on the video.

Beyond a single number: How to add context to your Net Promoter Score

Vision Critical

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. What is a Net Promoter Score, exactly? People who answer between nine and 10 are considered ‘promoters,’ while those who score the company between zero and six are considered ‘detractors.’ It doesn’t reveal why.

How to Calculate the Net Promoter Score: The Easy Way to Create Customer Loyalty

CustomerGauge

The Net Promoter Score® (NPS) and its expanded version the Net Promoter System are metrics proven to measure customer loyalty. The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys. Customers that give you a 6 or below are Detractors, a score of 7 or 8 are called Passives, and a 9 or 10 are Promoters.

The Only Way to Improve Your Net Promoter Score

Promoter.io

This might sound kind of weird to hear me say but, as a company, your goal shouldn’t be to simply “increase your NPS score”. Your Net Promoter Score is simply a reflection of your customers’ sentiment. The post The Only Way to Improve Your Net Promoter Score appeared first on Promoter.io Featured General Net Promoter

Report: Economics of Net Promoter Score, 2016

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research

What is the Net Promoter Score and How SaaS Companies Can Benefit from It

LiveChat

What is Net Promoter Score. Net Promoter Score (NPS) is a management tool that is used to measure the loyalty of a company’s customers. Up to 80% of your total revenue is driven by referrals (AKA: Promoters), so it’s critical to not only identify, but also nurture and grow your advocates. Priceless feedback. Reduce churn. How great is this?

Putting the “NP” in NPS® (Net Promoter Score)

Customer Interactions

We’ve Got Excellent Grease When customers tell their stories, it would seem they’re more inclined to share the troubling ones than the happy ones. Perhaps quality service is simply expected, and only the aberrations are newsworthy

NPS 27

Net Promoter Score – Nothin’ But Net!

Pretium Solutions

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. It is the same way for companies looking to provide excellent customer service , create excellent customer experiences and boost their Net Promoter Scores. How do you and your team compete with the very best in customer service and customer experience and increase your Net Promoter Scores ?

Why The Net Promoter Score Is Overrated (& What You Should Measure Instead) - Frank Reactions

Tema Frank

Today’s guest, Tim Keiningham, author of The Wallet Allocation Rule: Winning the Battle … Continue Reading → The post Why The Net Promoter Score Is Overrated (& What You Should Measure Instead) appeared first on Frank Reactions. Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Sales Shows Statistics Strategies Ipsos Keiningham net promoter score NPSWhen you need to buy some new clothes, do you go to more than one store or website to find them? How do you decide which stores to go to?

Is Your Call Quality Sheet Capping Your Net Promoter Score?

Pretium Solutions

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score ? Perhaps it is time for call center managers to consider designing and implementing a new sheet, one that will serve as a catalyst for driving meaningful outcomes for the customer experience and Net Promoter Score.

What Is a Net Promoter Score, And Should You Implement It in Your Business?

Help.com

One industry-standard and simple way to measure the effectiveness of your customer service organization — and your business as a whole — is a Net Promoter Score. In this post, we’ll run through what a Net Promoter Score is, why it’s such a popular metric, how to calculate your score, and which companies have the best (and worst!)

Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […]. consumers.

Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Pretium Solutions

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. The wireless and broadband industries illustrate this point.

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries.

Study 24

Time to Stop Worrying About Your Net Promoter Score (NPS)? - Frank Reactions

Tema Frank

In today’s interview, Bill Lee, Founder of the Center for Customer Engagement; President, Summit on Customer Engagement and author, The Hidden Wealth of Customers, said a … Continue Reading → The post Time to Stop Worrying About Your Net Promoter Score (NPS)? B2B Blog Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Sales Shows Statistics Strategies #cx Bill Lee cs Customer engagement customer experience customer service loyalty net promoter score NPSPrefer reading to audio? Get your FREE Transcript Now!

NPS 15

Is Net Promoter Score A Savior Or A Demon?

Experience Matters

Every couple of years, I get a resurgence of questions about Net Promoter ® Score (NPS ® ). Promoters are more loyal than detractors. We’ve researched the difference in loyalty between promoters and detractors across 20 industries , and in all cases promoters are much more loyal. Will a company improve if it increases promoters and decreases detractors? P.S. In case you didn’t know, NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Fred Reichheld, Satmetrix, and Bain & Company.

How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet

Genroe

Download the NPS spreadsheet In this post we will calculate Net Promoter Score in Excel using the COUNTIF function. Calculating Net Promoter Score NPS is calculated using the responses […]. The post How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet appeared first on Genroe. Net Promoter Score StatisticsI’ve created a free Excel spreadsheet with the NPS calculation already included. Before we do that let’s have a quick review of the formula for NPS.

5 ?Ways to Increase Your Net Promoter Score and Improve Customer Experience

Win the Customer

Net Promoter Score (NPS) is a powerful customer feedback method that can enable you to improve customer service results and enhance customer experiences. It may seem trite in this world of complex metrics and customer data overload, but this simple test of loyalty has formed the basis of game-changing improvements for thousands of companies. Most service surveys are […].

Amazing Business Radio: Chad Keck

ShepHyken

Shep talks with Chad Keck, CEO and co-founder of Promoter.io , about a simple but scientifically proven method of measuring customer satisfaction – the Net Promoter Score. The unique feature of the Net Promoter Score is that it gives you a consistent, method-drive approach to determine if customers are satisfied or dissatisfied.

Going Beyond Net Promoter Score Results

Amity

SaaS Tattler Issue 96 - Going Beyond Net Promoter Scores. Net Promoter Score results can tell you a lot about your customers, your organization, and the relationship between the two. However, the discussion isn't about the score itself, but about what it means to your team, and what you do with it. So, you got your score… now what?

NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?

CX Journey

Normally you’d start by looking at the interaction they had with your support team, pulling up the customer’s data on their customer effort score (CES) and customer satisfaction scores (CSAT), and later Net Promoter Score (NPS). It is a strong predictor of future customer loyalty – those with high effort scores are less likely to become return customers.

Are You Making This Net Promoter Score (NPS) Mistake? - Frank Reactions

Tema Frank

Is Rewarding Executives on Net Promoter Score (NPS) a Mistake? So on the surface, this sounds like a smart thing: “Medibank boss Craig Drummond has flagged moves to factor the company’s net promoter score (NPS) in the creation of short-term incentives for senior executives.” What is the Net Promoter Score (NPS)? ” .

NPS 4

The customer feedback experience – an experience not to be taken for granted!

ijgolding

CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” The problem with NPS surveys.

Does Having a Net Promoter Score Really Net You Anything?

CX Chronicle

It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? It’s derived by subtracting Detractors from Promoters. The percentage of those that responded with a 9 or a 10 rating would be added together and called Promoters. Those that were neither Promoters nor Detractors would be those that responded with a 7 or 8 rating and together those are called Passives. Is 25% NPS a good, bad, or indifferent score?

NPS 9

Help Your Customer Service Agents Boost Net Promoter Score

Pretium Solutions

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. For some questions, there may be several degrees of compliance, and the customer service agent is assigned a score. If not, why not?

Help Your Customer Service Agents Boost Net Promoter Score

Pretium Solutions

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. For some questions, there may be several degrees of compliance, and the customer service agent is assigned a score. If not, why not?

Beginners Guide to Net Promoter Score and System

Feedback

Which brings me to the Net Promoter Score (NPS) methodology. What is the Net Promoter Score and System? What is Net Promoter Score? The Net Promoter Score and System is a management tool that is used to determine the loyalty of a company’s relationships with their customers. Promoters. Promoters: 40%

NPS: Out with the Old, In with the New

Think Customers

proved to be so powerful in predicting customer behavior and customer loyalty that the question became known as Net Promoter Score and served as a key growth indicator for leaders. Customer Engagement Customer Experience Customer Loyalty Customer Service customer behavior customer loyalty Net promoter score Satmetrix the ultimate questionIn 2003 author Fred Reichheld introduced 'the ultimate question in his Harvard Business Review article "One Number You Need to Grow."

Brand Promise Delivered as Net Promoter Score Rises Dramatically

Pretium Solutions

Front-line employees, front line leadership, systems and processes are unified to support the New Conversation , deliver the brand promise , and create Loyal Promoters , advocates for the company’s brand. The post Brand Promise Delivered as Net Promoter Score Rises Dramatically appeared first on Pretium Solutions.

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

ijgolding

In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In August 2014, I would have given Enterprise a score of 9 or 10 out of 10 if I were to be asked the Net Promoter Score question. A promoter is an advocate of your business. Founded in 1957 in St Louis, Missouri by Jack C.

Thoughts on the Net Promoter Score

MaritzCX

In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the net promoter score and the importance of managing the customer experience. Are you managing, or just measuring your customers’ experiences? You can watch it below. Look out for more next week when we ask Stephan if customer experience is of. View Article

The ultimate customer service KPI?

Customer Enthusiast

As important as overall satisfaction, value for price paid, intent to return, and a dozen other indicators of performance are, if I had to choose one, I’d choose net promoter score (NPS). Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. customer customer experience Fred Reicheld KPI metrics net promoter score The Ultimate QuestionI think if you ask five different people who work in the space, you may get five different answers.

Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI)

ijgolding

Increasingly, businesses are looking to deploy eNPS – the Employee Net Promoter Score – but is it the best metric to understand how employees ‘feel’? The widely used Employee Net Promoter Score (eNPS) is pretty much useless as a metric when it comes to measuring your ability to attract and retain the right team.

5 Top Customer Service Articles For the Week of August 8, 2016

ShepHyken

The Star Wars Guide to Net Promote Score by Paul Campillo. The author uses Star Wars examples and artwork throughout the article to teach concepts and strategies related to NPS (Net Promoter Score). Customer Experience Customer Loyalty Customer Service customer experience professionals customer support Net Promoter Scoreby Dan Gingiss.

New Research: Customer Effort Score Debunked, NPS® Vindicated

Genroe

Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? They don’t work for one of the competing consulting firms that promote this question or that question. Customer Effort Score is Not Effective. The simple customer satisfaction score is not as good an indicator as top-2-box scores.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity. Here is the issue.