Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction.

NPS 156

NPS Measurement Effort Score Customer Experience 156

Confirmit

OCTOBER 30, 2018

Role-based reporting, customizable dashboards and real-time access to the data guarantee that the Philadelphia Insurance team sets metrics around the areas that matter most to customers. Between 2010 and 2013, the insurer’s Net Promoter® Score (NPS) rose from 52.7 Management now relies on an automated alert system.

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164