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). Does it spell doom for your business?
Comm100
APRIL 28, 2021
from 2019 to 2020, hitting an all-time new benchmark peak of 85.6%. . The NPS, or Net Promoter Score, is a great supplement for the CSAT score. The NPS asks your customers the question, “How likely are you to recommend our business, product, or service to a family member or friend?”. Comm100 Free.
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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.
Uniphore
NOVEMBER 16, 2021
Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.
Experience Investigators by 360Connext
AUGUST 19, 2020
For example, when the UI team meets their goal of simplifying the ordering process, it helps the support team reach their goal of limiting wait times. But what if you don’t have an NPS program to speak of? Our defined success outcomes from 2018 might seem positively silly in 2020. Let me know on Twitter.
C Space
OCTOBER 1, 2018
The Keys to Unlocking NPS. “On Thousands of times a day, every day, companies ask questions like this – on the web, in stores, and on phones – to measure their customer experience. How do you know which data points really matter when all you know is that your NPS has simply gone up or down? Christina Stahlkopf.
GetFeedback
JANUARY 27, 2020
That makes customer experience the leading factor driving revenue and retention, projected to eclipse price and brand as the key brand differentiator in 2020. You may notice errors in communication or confusion in task ownership as a result of teams working in silos, with the result that customers wait too long for service.
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