article thumbnail

Customer Survey Statistics: Everything You Need to Know

InMoment XI

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal , 2005).

article thumbnail

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” Event #2: Social media went mainstream.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” Event #2: Social media went mainstream.

article thumbnail

What We’ve Learned to Help Clients Generate NPS Growth!

Daniel Group

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. Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.

NPS 52
article thumbnail

Expect NPS Growth with Dealer Buy-In to Improve Customer Experience!

Daniel Group

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. Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.

NPS 52
article thumbnail

The Frontline Experience Gap

Horizon CX

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. Because this blog is about CX, let’s address NPS (Net Promoter Score) and LTR (Likelihood to Recommend) at the frontline, as it relates to data.

article thumbnail

Expert commentary: Closing the CX Gap between Customer Expectations and Business Reality

Comm100

These metrics can include Net Promoter Score, customer satisfaction, and customer effort scores and provide the business an internal barometer of performance. One such metric is the First Call Resolution which provides the mutual benefits of being efficient for the business and effective for the customer.