SurveySparrow

DECEMBER 4, 2019

It is a performance measure of health care quality. While it is a subjective aspect and depends on the patient’s perception, it is difficult to measure or define. By measuring patient satisfaction, you will be able to get meaningful information from patients who are reliable. Increases loyalty. Increases revenue.

Survey 90

Survey Hospitality Net Promoter Score Feedback 90

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Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Do loyalty metrics need to be reassessed? Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power?

Loyalty

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

NPS and Loyalty are the new shiny. But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes.

Measurement

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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Do loyalty metrics need to be reassessed? They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Have the drivers of customer experience changed?

NPS

Speaker: Laura Sikorski, Contact Center Consultant

Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. How do you go beyond reports to measure your customer satisfaction and business profitability? The role of your employees is paramount.

Multi-Channel

Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter

Benchmarking data to measure successes (and failures). Improving engagement leads to higher loyalty and higher share of wallet. Focus will be centered on the benefits of investing in omnichannel technology to help create customized, consistent, and branded experiences across your institution’s buyer journey.

Customer Experience