Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

Retently

JULY 28, 2023

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. The most well-known and trusted CX metrics are NPS , CSAT , and CES. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. Now, let’s get down to the advantages.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix. Image credit: TommL ).

Social Media 154

Social Media Case Study Financial Banking 154

Waypoint Group

JANUARY 14, 2015

” There are significant problems with these statements, many of which are well documented in a book called, The Flaw of Averages (Wiley, 2009) and also discussed briefly on this blog at [link]. ” The answer, of course is a resounding, “NO!” ” Or, “Our average score for tech support is 6.72

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. CSAT/Feedback/NPS. But, could thinking about customer success software as a category be leading us down the wrong path?

Software 60

Software Customer Success Tools Customer Centricity 60

Waypoint Group

OCTOBER 17, 2019

Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco. According to Paul, “Anybody can run an NPS survey, but NPS’s weakness is that it’s made for consumer companies. Paul continued: “This isn’t about NPS. Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Retently

OCTOBER 19, 2018

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. The most well-known and trusted CX metrics right now are NPS, CSAT, and CES. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83