Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Vonage

JANUARY 3, 2017

Why are customers complaining in the first place? At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. While the cost of bad service might seem huge, it’s actually 1.2 billion less than in 2013.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Thematic

JANUARY 5, 2020

Customer support is also a strong point for Simple. Roughly 3x as many Simple customers talk about great customer service as compared to Chase. 10x more Simple customers mention poor customer service. Interested in turning your survey, chat, review and complaint data into product insights?

Banking 117

Banking Poor Customer Service Feedback Report 117

Joe Rawlinson

JULY 25, 2018

If you find yourself and the rest of your team struggling on a daily basis to return emails, phone calls, social media interactions, or chats on your website with customers in a timely manner, then you may want to consider dedicated customer support. The findings for email customer requests were even worse, 90.5%

Social Media 84

Social Media Study Poor Customer Service Customers 84

Comm100

JANUARY 14, 2016

Despite all of the hype that has surrounded social media giants such as Facebook and Twitter, companies have been slow to adopt these platforms for customer service and sales support. According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kayako

MARCH 14, 2022

How do Telecom companies keep satisfied customers and encourage customer loyalty? It turns out that telecom customer service is a critical variable. Almost 40% of those who left a telecom company did so because of poor customer service. Putting customers on hold is risky business.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Helen Dewdney

AUGUST 9, 2019

You may well be an overworked CEO but when CEOs make corresponding with customers part of their work routine it can be extremely beneficial to business. Tesco CEO used reading customer emails to help turn stores around. When I met Dave Lewis the Tesco Group CEO soon after he started in 2014 he told me he got 2,000 emails a day!

Case Study 56

Case Study Poor Customer Service Social Media Study 56