Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. The Origins Of Net Promoter Score. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. He has an MBA from Purdue University.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. I constantly hear things like, “Our average score has moved from 8.25 ” Or, “Our average score for tech support is 6.72 to 8.31 — we are improving!”

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. In a live chat environment, surveys can be established post-chat to capture things like ratings and comments, or more defined metrics like a Net Promoter Score. Founded: 2009. Headquartered: Vancouver, British Columbia, Canada.

Tools 189

Tools Customer Service Tips Omni-Channel 189

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. But this situation didn’t just come about during the pandemic. And these feelings translate into a burgeoning business issue.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

SurveySensum

JULY 14, 2020

He founded Brainfood Consulting, an advisory and education service in 2009 and since then he is training professionals around the world on AI-Driven Customer Contact Strategies and Mobile-first customer service planning. As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

TechSee

DECEMBER 5, 2017

Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116