Remove 2013 Remove Measurement Remove Net Promoter Score
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What is a good Net Promoter Score?

Lumoa

Net Promoter Score in a nutshell. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. In a nutshell, the Net Promoter Score asks “how likely would you be to recommend” a product or service to others.

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What Do Companies With Low Net Promoter Score Have in Common?

Retently

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.

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Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. See the NPS Benchmark Studies from 2012 , 2013 , and 2014.

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Do You Use the Right Measures for Your CX?

Beyond Philosophy

What gets measured gets managed. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. The answer to why will have much to do with how you measure your results. .

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Report: The State of CX Metrics, 2015

Experience Matters

Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195. Download report for $195.

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Want your Customer Feedback scores to go up by 6 points?

Daniel Group

Lynn Daniel: To kick things off, Thomas Built Buses has been a client since around 2013. So, we use that to measure. Our clients often ask about how to most effectively use the outcome score (e.g., Over the years, a number have opted to include an objective for Net Promoter Score performance, as an example.

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Implement Continuous CX Improvements in Your Contact Center

NICE inContact

CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013. It’s more transactional when compared with NPS, and is great for measuring the experience on a touch point by touch point basis. Can be measured using “total motivation score” or a number of other methods.