Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Metric-Driven Improvement : Regularly measure and track key metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Typos are rampant in text messages, comment sections, and emails everywhere you look.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. Our advice for leveraging your NPS data included two action items. First, map your NPS survey data to each step of the customer journey.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Lumoa

JANUARY 23, 2018

Feedback arrives in other forms as well: pure text sent via various channels directly to the company, comments in social media, reviews in application stores and online stores etc. When your customer sends you their feedback, they expect it to be read. Read more about the role of Artificial Intelligence in text analytics.

Analytics 304

Analytics NPS Financial Analysis 304

GetFeedback

FEBRUARY 17, 2020

This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. NPS is a key indicator of customer loyalty. 3 pillars of a Salesforce NPS program.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

Lumoa

NOVEMBER 29, 2021

Recommended reading: How to justify a CX program to your CEO Research conducted by Avanade and Sitecore showed that there is a $3 return on investment (ROI) expected for every $1 invested in the customer experience. When you ask your customers to provide you with NPS feedback , it is the why-comments that will reveal the drivers.

ROI 259

ROI Customer Experience NPS Financial 259

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: I’ve written about the difference between customer service and customer experience in the past. Seriously, there are good tips.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’m noticing a lot is being written about brand authenticity. I’ve also included many articles about NPS in this weekly roundup.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

Retently

MAY 25, 2022

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback). Sounds familiar? Your Customers Aren’t Used to Personalized Communication.

NPS 145

NPS Net Promoter Score Feedback How To 145

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. NPS benchmarks.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

Beyond Philosophy

DECEMBER 9, 2021

For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®. Janet’s organization has an overall NPS of 68, but its goal is 70. Using a scale of 1-5 for NPS is incorrect. The correct scale for NPS is 0-10.

NPS 89

NPS Net Promoter Score Measurement Feedback 89

GetFeedback

DECEMBER 26, 2018

Customers make judgment calls about your brand when they read an online review, make a purchase, talk to employees, read a news story, or hear about a friend’s experience. Read online reviews. Make sure you read and respond to all comments, especially the bad ones, in a timely manner. Research shows there are 2.1

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Lumoa

DECEMBER 18, 2017

Some larger organisations might immediately get 5.000 to 10.000 individual comments. Are you going to read through every each of them? How can you make sure that all of the comments are reviewed in such a way that they have an impact on your business? It’s not about the score, but the system: NPS. How do you manage that?

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

AskNicely

OCTOBER 18, 2018

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. Over the next few months, we’ll be opening pages from various brands’ NPS Playbooks to give you insights. Over the next few months, we’ll be opening pages from various brands’ NPS Playbooks to give you insights. Action Your Feedback.

NPS 150

NPS Net Promoter Score Feedback Study 150

SurveySensum

JANUARY 4, 2024

There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. With the help of Text Analytics Feature, you can properly analyze your NPS program. Launch Your First NPS Survey!

Analytics 52

Analytics NPS Banking Analysis 52

SurveySensum

FEBRUARY 16, 2023

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.

NPS 97

NPS Net Promoter Score Effort Score Survey 97

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week. Imagine that!)

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

CX Accelerator

NOVEMBER 7, 2023

Read each of these as a completion of this sentence: A company might not be customer-centric if they… Here’s what my friends came up with: , Luke Soon , focusing on the big picture says: 4) think short-term versus long-term. Leave a comment below and share your thoughts. 5) put profits before purpose. 14) have a scapegoat culture.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

Daniel Group

MARCH 12, 2021

When customers mention that it is easy to do business with a company, the NPS goes up by 7.5 They capture the verbatim comments and apply topic tags for categorization. Making it easy for customers to do business with your company dramatically impacts the NPS ( Net Promoter Score )®. ” Inc.: Allow me to explain.

Net Promoter Score 105

Net Promoter Score Customer Experience eBook B2B 105

Daniel Group

MARCH 3, 2021

They capture the verbatim comments and apply topic tags for categorization. Making it easy for customers to do business with your company dramatically impacts the NPS ( Net Promoter Score )®. When customers mention that it is easy to do business with a company, the NPS goes up by 7.5 and how communication affects NPS®.

Net Promoter Score 126

Net Promoter Score Effort Score NPS B2B 126

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shares the traits and qualities of those looking for a job in customer service. Here are my top five picks from last week.

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc.,

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’ve written that many loyalty programs are actually discount programs. Here are my top five picks from last week. Or, do they?

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

Retently

JUNE 28, 2022

That is if you put your NPS® to work. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. They read their feedback, check the high score, pat themselves on the back and move on to other tasks. Don’t forget also about the power of a simple thank-you.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The idea of a “hospitality mentality” should not be new to those following my work (including these weekly roundups).

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

SurveySensum

NOVEMBER 21, 2023

These forms seamlessly integrate into your website to gather information, opinions, and comments from users regarding their experiences with the website. NPS Form CSAT Form CES Form Product Feedback Form Was it Helpful Form Subscription Cancellation Form 1. The simplicity of the NPS question ensures high response rates.

Examples 52

Examples Feedback Effort Score NPS 52

Lumoa

MAY 7, 2018

At Intercom, we use NPS to measure customer loyalty and CSAT for customer support. Very quickly those metrics lead you to start asking deeper questions, so you have to start digging into the NPS and CSAT text feedback. I think NPS is a very helpful number. "If you’re going to take more perspective, it will be a lot easier."

Customer Experience 246

Customer Experience NPS Metrics Customer Centricity 246

AskNicely

MARCH 30, 2017

That’s where Net Promoter Score (NPS) surveys can come to the rescue. Using NPS surveys – you can achieve all of the above and more. This post is the first in a eleven part series, where we’ll cover everything you need to know about NPS surveys and ultimately, how you can improve customer service, success and satisfaction.

NPS 150

NPS Net Promoter Score Customer Satisfaction Survey 150

customer sure

SEPTEMBER 11, 2023

It’s one of the most frustrating statistics to read, knowing that the customer has the survey in front of them but, for whatever reason, doesn’t complete it and submit it. A bugbear of ours in CustomerSure HQ is when we read, “Please complete our short 5-minute survey”. So what are the most common reasons for survey abandonment?

Abandon Rate 62

Abandon Rate Survey Effort Score Feedback 62

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We open this week’s Top Five roundup with a list of seven AI (Artificial Intelligence) trends in the customer experience world.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

OCTOBER 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s “Top Five” articles recap with a focus on bad customer service. What does it mean to Monetize NPS®?

Net Promoter Score 104

Net Promoter Score Customer Service NPS Customer Satisfaction 104

customer sure

DECEMBER 6, 2021

If it was so important, would you not read it, acknowledge my experience and observations and offer a response? It has left me wondering whether companies really want to know what I think, or do they just want an NPS score from me? Do they really care about the comments and detail I provide? This counts for little.

Feedback 62

Feedback Company Course Survey 62

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Here are my top five picks from last week.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

Beyond Philosophy

DECEMBER 4, 2021

In our latest submission for our “I’m in a Pickle” feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score ® (NPS) is not where they need it to be. 02:42 We read Janet’s email and explain what her business pickle is.

Net Promoter Score 60

Net Promoter Score Effort Score NPS Consulting 60

customer sure

MARCH 29, 2022

The survey also asked the NPS question , but underneath the 0-10 scale, it provided a little key. Now, you and I know the NPS question and how NPS is calculated, but the average man or woman on the street doesn’t. The survey itself was fine, not too long and asked the right kind of questions. to understand my experience.

Survey 62

Survey NPS Measurement Customers 62

InteractionMetrics

SEPTEMBER 14, 2020

If so, what are you doing with the verbatim comments? Are you simply reading them? Rating questions show your scores, but verbatim comments do the heavy lifting. Since you’ve taken the trouble to write open-ended survey questions, you know that verbatim comments are where the meaning lies; they are your survey ‘gold.’

Survey 52

Survey NPS Analysis Examples 52