GetFeedback

APRIL 3, 2019

We recently released a Post Purchase Survey on yeti.com and yeticustomshop.com that gives us feedback regarding to the whole website journey. We also are using GetFeedback to collect insight to the Service Experience; we’ve been running this program for a few months now. Our first use case is our service experience survey.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

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

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

Bizagi

JULY 8, 2020

But even before COVID-19, over two-thirds of CFOs and 59% of economists believed a recession would hit by 2020. 2 – Prioritize initiatives that keep existing customers happy. 90% of consumers have left a business because of poor customer service, reports Customer Think. The same is true now.

Technology 52

Technology Net Promoter Score Financial Banking 52

delighted

MARCH 4, 2020

Prospective and current customers may experience dozens of touchpoints during their journey with your business, and not all touchpoints carry equal weight. For example, one poor customer service experience can overshadow and undermine a streak of positive experiences on other touchpoints.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Retently

FEBRUARY 27, 2019

If your service is below average, customers will defect to competitors even if your product is above average. Data reveals that one-third of consumers are likely to switch brands after a single instance of poor customer service. As such, it’s important to get customer service right. NPS survey.

Social Media 133

Social Media NPS Omni-Channel Effort Score 133

delighted

MARCH 4, 2020

Prospective and current customers may experience dozens of touchpoints during their journey with your business, and not all touchpoints carry equal weight. For example, one poor customer service experience can overshadow and undermine a streak of positive experiences on other touchpoints. What is digital CX?

Customer Experience Management 43

Customer Experience Management Customer Experience Management Customer Journeys 43