COPC
MAY 19, 2023
Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics.
Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. The most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is interaction satisfaction.
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Experience Matters
APRIL 24, 2015
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. Here’s a link to other content we’ve written about customer service.
Avaya
OCTOBER 10, 2016
There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Raising an NPS isn’t easy. I joined Avaya in November 2011 to address this untenable situation.
ProProfs Chat
JUNE 11, 2020
The 2011 movie “Moneyball” documented the introduction of this in Major League Baseball. Once you have formed a hypothesis based on the responses from the qualitative research, quantitative data will give you the metrics to confirm the extent/reach of each challenge and opportunity. When to Collect Quantitative Data?
Beyond Philosophy
NOVEMBER 10, 2014
In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” 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.
Customer Bliss
APRIL 26, 2016
The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. For more on different pathways to CCO, read Paul Hagen’s 2011 Harvard Business Review article on that topic or my February 2016 post on how to become a CCO. ” — Margie. 130 total people.
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