Clarivate

MARCH 14, 2024

According to a 2023 survey of research office staff, the metrics most often relied upon for assessment are published research and citation impact of published research. ResearcherID launched in 2008 to address the issue of author identification and disambiguation by providing a persistent and unique identifier for researchers.

Analytics 52

Analytics System Comparison Report 52

Clicktools

JANUARY 27, 2017

In the customer experience world, there is no shortage of acronyms representing various survey methodologies — CSAT, NPS, CES, CXi, etc. So, as you examine survey methodologies, start with the end in mind. Fred Reichheld’s Net Promoter Score (NPS), the first and most widely known survey methodology, determines customer loyalty.

NPS 49

NPS Net Promoter Score Survey Effort Score 49

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

Automotive 73

Automotive Social Media Contact Center Banking 73

Retently

OCTOBER 19, 2018

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Defines and Implements CX Measurement and Reporting Standards.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. The tools and metrics aren’t aligned. This makes it much more difficult to measure the performance of the team. Today Upwork.com shows 53,000+ for virtual customer service work alone.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Stella Connect

JANUARY 19, 2018

A 2008 call center coaching study revealed that “supervisors were spending a disproportionate amount of coaching time with the small population of best and worst performers, rather than with the largest population—the mid performers who can often have the greatest potential for improvement.”

Call Center 41

Call Center Training How To Average Handle Time 41

Wootric CX Blog

AUGUST 4, 2020

But the technical definition doesn’t cover the magic that’s actually in CLV – as a metric and as a mission for a digital marketplace, an e-commerce site, and SaaS businesses. Because when you go after CLV with intention, making it one of your “North Star” metrics, you’ll find that the cost-to-acquire actually shrinks.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Retently

AUGUST 22, 2018

Despite the uptick in metrics for customer service, aviation is still a sector, where customers have lots of issues when compared to other products or services that they consume on a regular basis,” said David VanAmburg, director of ACSI (American Customer Satisfaction Index). On an average, the industry spends over $1.3

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

Magellan Solutions

JULY 5, 2021

You no longer have to be blindsided by the result of your outsourcing investment since you have metrics to go by. DSS core values reflects on their passion to provide a positive result for their clients: Metric-driven Performance. Their facility doesn’t have enough security measures to avoid any data breach. Technology- enabled.

Call Center 40

Call Center Company Omni-Channel e-support 40

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Ian Golding. Marsha Collier.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Ian Golding. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Tesla was actually no #1 in the 2016 Annual Owner Satisfaction Survey. In rather simple terms, NPS is just a metric that evaluates the referability of your brand. Moreover, this was a 6% increase from 2015.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. We’ve actually been around for a few years, dating back to 2008. What metrics do you watch closely?

Customer Success 0

Customer Success Customers Metrics Sales 0

Bold360

DECEMBER 1, 2016

Researching and optimizing it might include…” Collecting feedback from visitors on the website or via surveys sent to email, running real life tests, personalizing the website to meet needs of visitors, analyzing their behavior etc. Jerry Rackley is the Chief Analyst at Demand Metric Research Corp. Jerry Rackley.

Software 40

Software Customer Experience Company CRM 40

Bob Hayes

JANUARY 25, 2016

For example, if you are interested in understanding the satisfaction of your entire customer base, you measure the satisfaction of only a random sample of the entire population of customers. We may have only the resources to measure 50 of these people. You need to decipher if the observed differences you see in your metrics (e.g.,

Data 40

Data Trends Customer Satisfaction Study 40