ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. seconds in 2009! And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on. Net Promoter Score (NPS). Shep Hyken.

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

Experience Matters

APRIL 24, 2015

Don’t Confuse Customer Service With Customer Experience (February 2009). 9 Recommendations For Net Promoter ® Score (June 2011). NPS ® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

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

” Or, “Our average score for tech support is 6.72 ” 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].

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 181

Tools Customer Service Tips Omni-Channel 181

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. What might that look like?

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Clarabridge

MARCH 2, 2017

Some companies use metrics creatively. For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude. Conventionally though, business tend towards customer satisfaction or Net Promoter Scores.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49