Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. While the OEM has played and is playing an important role, this is still a dealer-led effort. Following are some things we have learned. Customers do like to talk.

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. While the OEM has played and is playing an important role, this is still a dealer-led effort. Following are some things we have learned. Customers do like to talk.

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

Comm100

MARCH 2, 2022

While investing in a CX program that attempts to meet or exceed these expectations seems reasonable, this can be a Sisyphean effort. These metrics can include Net Promoter Score, customer satisfaction, and customer effort scores and provide the business an internal barometer of performance.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

ijgolding

MAY 20, 2015

Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. 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. Most of all, I TRUSTED them.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

Beyond Philosophy

DECEMBER 28, 2020

Over the next 30 months, Maersk improved its Net Promoter Score (NPS)® by 40 points and led to a 10 percent increase in shipping volumes. Moreover, this effort also speaks to the importance of diversity in your team. Maersk decided that they wanted their customers to trust Maersk and feel cared for and pleased.

Culture 97

Culture Net Promoter Score Consulting Effort Score 97

Lumoa

JANUARY 23, 2018

Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. How to link the NPS improvement efforts to the financial benefit in practice?

Analytics 304

Analytics NPS Financial Analysis 304

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple).

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54