PeopleMetrics
AUGUST 21, 2018
As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.
ShepHyken
FEBRUARY 18, 2024
Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. NPS is a quick way to determine if subscribers are happy—but there is a right and wrong way to ask the question. I was asked to submit an article on NPS (Net Promotor Score).
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PeopleMetrics
JUNE 29, 2020
Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. After the NPS Safety question, add an open-end to learn more.
PeopleMetrics
JUNE 17, 2020
NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Are you measuring these digital experiences and improving them? Goals usually include either overall customer satisfaction or NPS. Has this changed based on recent events? Is this now a digital touchpoint?
PeopleMetrics
MARCH 12, 2018
Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. As CEO, he guides the company’s vision and strategy.
PeopleMetrics
MARCH 26, 2018
The experience that your customers have as they're providing feedback affects their NPS score going forward in the same way that your other touchpoints, like your website or call center, affect NPS. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.
PeopleMetrics
NOVEMBER 22, 2019
This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Get creative to get people on board.
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