Remove 2003 Remove Customer Journeys Remove Net Promoter Score Remove Online Experience
article thumbnail

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? They ask customers to rate you based on their overall experience rather than on a specific product or service.

Survey 58
article thumbnail

Net Promoter Score® 101: The Complete Guide

Lumoa

The Net Promoter: what is it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. In this case, better online experience is tied to the business value. "

article thumbnail

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? They ask customers to rate you based on their overall experience rather than on a specific product or service.

Survey 40