Retently

MARCH 23, 2023

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.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

Experience Matters

MARCH 13, 2015

in 2014 to 72.9% Postal Service and FedEx , both of whom scored 73% and placed 76 th. DHL increased its rating more than any other parcel delivery company, improving its score by 10 percentage-points between 2014 and 2015. Despite being below the industry average for both its emotion and effort rating, U.S.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 18, 2015

The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined. With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011. In 2014, U.S.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

Experience Matters

MARCH 12, 2015

At the other end of the spectrum, 21 st Century was the lowest-rated insurance carrier for the fifth year in a row, scoring 51% and placing 270 th overall. Amica —a newcomer to the Ratings—received the second-lowest score in the insurance industry with a rating of 52% and an overall ranking of 264 th.

Insurance 120

Insurance Industry Effort Score Customer Experience 120

Experience Matters

MARCH 16, 2015

here are some highlights from the supermarket chains in the ratings: Of the 20 industries we evaluated in the 2015 Temkin Experience Ratings, supermarket chains earned the highest overall score, with an average rating of 79% and took five of the top ten spots. Bi-Lo scored 11.2 points below for emotion.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 19, 2015

in 2014 to 60.0% It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. Overall, scores in this industry ranged from “very poor” to just “okay.” Rental car agencies also increased their average rating in both the success and the effort component.

Effort Score 120

Effort Score Customer Experience Industry Trends 120

Experience Matters

MARCH 12, 2015

TriCare and Kaiser Permanente have been jockeying for the highest score since the Ratings began in 2011, with TriCare earning the top spot in 2011, 2013, and 2015, while Kaiser Permanente came in first in 2012 and 2014. Coventry Health Care scored 39%, making it the lowest-ranked company for the second year in a row.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 120

Experience Matters

MARCH 13, 2015

Samsung earned the highest rating in the major appliances industry, scoring 65%, which put it in 151 st place overall. Fujitsu experienced one of the most dramatic declines in the entire Ratings, dropping 11 percentage-points between 2014 and 2015. below average for effort. percentage-points below average for success and 19.3

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 19, 2015

After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years. percentage points between 2014 in 2015. Best Western (-5) was the only hotel to see a decrease in its ratings between 2014 and 2015.

Hotels 120

Hotels Customer Experience Effort Score Industry 120

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. We surveyed 800 IT decision makers from large companies on the success, effort, and emotion components of their experiences with these IT providers. Download for $695, includes report (.pdf) pdf) and data file (.xls).

Report 120

Report Net Promoter Score Effort Score Innovation 120

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Although it offers many benefits, NPS does have some disadvantages.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Experience Matters

OCTOBER 27, 2015

We found that while most organizations consider their VoC efforts to be successful, less than one-third of organizations actually believe they are good at making changes to the business based on these insights. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

MAY 20, 2015

For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. I decided to showcase the results from the effort component of those ratings. Do you want to the data from the 2015 Temkin Effort Ratings? This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S.

Effort Score 120

Effort Score Airlines Hotels Retail 120

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. 3. Customer Effort Score (CES). 6. Net Promoter Score (NPS). Poor NPS scores may indicate poor onboarding, education or support playbooks.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. Time & Effort – Minimising customer effort and creating frictionless processes. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Experience Matters

DECEMBER 22, 2015

This is the fifth year of this study that examines the CX metrics efforts within large companies. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Net Promoter® Score is the most common metric used and customer service is the most common group to have its compensation tied to CX metrics.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

CX Journey

AUGUST 16, 2017

The folks at Forrester have begun to do their own comparisons of the ROI for Leaders and Laggards In 2016, they conducted a six-month research effort that took a look at the relationship between customer experience and superior revenue growth. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities. Download report for $195.

Report 120

Report Customer Connectedness Management Effort Score 120

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. The Future of Customer Experience in 2014.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. The Aberdeen Group, Omer Minkara, May 2014).

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

CX Journey

MARCH 17, 2015

I originally wrote today''s post for Confirmit in November 2014. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. This is a great question and one that needs to be addressed early and often in any customer experience management effort.

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. 3. Customer Effort Score (CES). 6. Net Promoter Score (NPS). Poor NPS scores may indicate poor onboarding, education or support playbooks.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. 3. Customer Effort Score (CES). 6. Net Promoter Score (NPS). Poor NPS scores may indicate poor onboarding, education or support playbooks.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

ijgolding

AUGUST 18, 2014

15th August 2014. CX Review Total Score. I therefore decided to give Enterprise a go for the first time – you are about to start reading what happened using my tried and tested Customer Experience Review format: Accessibility – CX Review Score 8/10. Range/Choice – CX Review Score 9/10. CX Review Score 8/10.

Customer Experience 270

Customer Experience Effort Score Customers Insurance 270

Daniel Group

DECEMBER 4, 2014

How often how have you been to a service provider and are asked to give a good score on your service experience? The Research Findings: The research results were presented in the March 2014 issue of the Psychology of Marketing. If they feel pressured to give a score you have reduced their choice. 31 (3): 161-170 (March 2014).

Effort Score 55

Effort Score Hotels Study Customers 55

ijgolding

MAY 20, 2015

In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In August 2014, I would have given Enterprise a score of 9 or 10 out of 10 if I were to be asked the Net Promoter Score question. Most of all, I TRUSTED them. Lets us fast forward to May 2015.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

CustomerSuccessBox

SEPTEMBER 3, 2021

As a Customer Success Manager, you and your team take in a lot of efforts to connect and engage with your customers. A report found that “between 2014 and 2018, the average office worker received around 90 emails per day and sent around 40.” Your customers love when you know them and take efforts to solve their problems.

Engagement 52

Engagement Effort Score Net Promoter Score Customers 52

Experience Matters

MARCH 16, 2015

Temkin Group can certainly help in that area, but we make no promises about what will happen to any company’s scores. We asked consumers to rate three components of the experience, Success, Effort, and Emotion , on a 7-point scale. Why don’t you weight the components (success, effort, emotion)?

Effort Score 120

Effort Score Guidelines Groups Industry 120

CSM Practice

FEBRUARY 20, 2020

The solution to this challenge is to switch to a proactive data-driven customer success engagement model that allows for better optimization of customer success efforts. Health Score. Customer health score is more common by ten percentage points in companies that have a large long tail of customers. Actionable Insights.

Customer Success 52

Customer Success Data Engagement Effort Score 52

Customer Interactions

AUGUST 7, 2014

Here is a glimpse at our 2014 winners: Technician of the Year Jason Sturgill. Her EMD Protocol Compliance standards are a perfect 100% in Post-Dispatch Instructions and her Customer Service score a near perfect 99.98% Julee has served as a supervisor for SRFECC for the last 7 years.

Telecommunications 31

Telecommunications Effort Score Communication System 31

Kayako

DECEMBER 6, 2018

Remember not to ask more questions than absolutely necessary in your form and always make the effort to ask the ‘right’ questions as that will ultimately determine the success of your effort. If you’re of the opinion asking fewer questions is better, then Net Promoter Score is the way to go. a) Help Center Article Feedback.

Feedback 173

Feedback Net Promoter Score Survey Effort Score 173

SurveySparrow

FEBRUARY 18, 2024

Zonka Feedback : For Comprehensive Multi-Channel Feedback Source: zonkafeedback.com It was founded by Sonika Mehta and Rajiv Mehta in the year 2014. 5 Capterra 4.8/5 Zonka Feedback presents an alternative to Customer Thermometer with its emphasis on comprehensive multi-channel feedback collection.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

CSM Practice

MAY 22, 2020

There is more individual accountability for performance and CSMs can be enticed to focus their efforts oncore performance objectives. Customer Health Score. If the CSM manages strategic cohorts using a high touch approach, they can be more aggressive with expansion efforts. Number of advocates. Number of bookings.

Customer Success 126

Customer Success Metrics Effort Score Customer Centricity 126

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Vonage

MAY 11, 2016

However, despite our best efforts, we were failing our customers; we were constrained by our system solutions. The technology has enabled us to build solutions that are impressively easy to access and deliver and the results are impressive too… we have the highest employee satisfaction scores in the business with a leap of 9 overall points.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

CSM Practice

MAY 28, 2020

There is more individual accountability for performance and Customer Success Manager can be enticed to focus their efforts on core performance objectives. Customer Health Score. If the Customer Success Manager manages strategic cohorts using a high touch approach, they can be more aggressive with expansion efforts.

Customer Success 126

Customer Success Management Metrics Effort Score 126