Kerry Bodine

MAY 3, 2019

As such, I hold a special place in my heart for NPS and the people that created it. We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale?

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

As such, I hold a special place in my heart for NPS and the people that created it. We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale?

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. Collecting customer feedback might seem very easy, but it all escalates very quickly if you don’t have a system in place. I am a big fan of text and voice analytics. Hopefully, that system will change the way we analyse feedback in 5-10 years."

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

GetFeedback

FEBRUARY 17, 2020

This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. NPS is a key indicator of customer loyalty. 3 pillars of a Salesforce NPS program.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

GetFeedback

DECEMBER 26, 2018

If you’re going to house your customer data somewhere, why isn’t there an easy way to sync customer feedback to that system? CRM integration is especially critical for Net Promoter Score (NPS). The NPS survey measures long-term customer satisfaction and customer loyalty—two fundamentals for modern organizations.

Net Promoter Score 210

Net Promoter Score NPS Measurement How To 210

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. The real value doesn’t come from knowing your NPS is 70 or 0. Here are 5 ways to turn your NPS survey results into actionable insight.

NPS 246

NPS Survey Net Promoter Score CRM 246

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. NPS involves one simple question: How likely are you to recommend us to a friend or colleague? The standard NPS question. NPS calculation. So now that you know how to calculate NPS, the real question is….why

NPS 210

NPS Net Promoter Score Survey Analytics 210

Lumoa

APRIL 28, 2024

Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. Lumoa is more specialized than Medallia and Qualtrics.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

SurveySparrow

MAY 18, 2024

But what is product NPS® or pNPS®? Like employee NPS® (eNPS®) – product NPS® (pNPS®) focuses solely on products. How to create a product NPS® survey? The Best tool for product NPS® survey So, without further ado, let’s get going. The Best tool for product NPS® survey So, without further ado, let’s get going.

NPS 52

NPS Effort Score Survey Analysis 52

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 143

NPS Comparison Survey Net Promoter Score 143

InMoment XI

SEPTEMBER 24, 2019

Addressing Systemic Issues and Using NLP Analytics with Unsolicited Feedback to Eliminate Failure Demand ahm has one of the most sophisticated voice of the customer programs in Australia and is always looking. ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members.

Interaction 266

Interaction NPS Insurance Analytics 266

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. Types of NPS Software. Specialized NPS Software. Add-on NPS And Specialized NPS Software.

NPS 150

NPS Software Net Promoter Score Survey 150

Happy or Not

APRIL 13, 2023

What is NPS and how it works NPS is often held up as the gold standard customer experience metric. The system is based on a single question that asks customers to rate, on a scale of 0-10, how likely they are to recommend a company to a friend or colleague. Learn more about HappyOrNot Analytics.

Net Promoter Score 69

Net Promoter Score NPS Customer Satisfaction Measurement 69

SurveySensum

JANUARY 4, 2024

There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. With the help of Text Analytics Feature, you can properly analyze your NPS program. But how to do that?

Analytics 52

Analytics NPS Banking Analysis 52

InMoment XI

FEBRUARY 8, 2024

Conversational Analytics Conversational analytics utilize advanced technologies to analyze spoken or written conversations. AI-Driven Text Analytics Text analytics are a powerful feature that automates the analysis of written communication including emails, chat transcripts, and social media interactions.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

InMoment XI

DECEMBER 7, 2023

Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. NPS is a great place to start when you’re looking to measure customer experience. This is scored on a numeric scale.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey. How to choose the right NPS tool?

NPS 52

NPS Net Promoter Score Software Tools 52

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

APRIL 27, 2023

Improve the Closed-Loop Service Experience We’ve made major UI upgrades and introduced additional features to increase the performance of case management systems. With that in mind, we’ve made major updates to our workflow application to easily export text analytics data and send it directly into BI tools.

Innovation 260

Innovation Feedback Analysis Resources 260

Retently

OCTOBER 16, 2023

As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system. The reality, however, is that NPS® is just as valuable as a customer satisfaction tool as ever. It’s easy to let this awareness distort the way you think of a system, product, or service.

Net Promoter Score 146

Net Promoter Score Metrics NPS Customer Satisfaction 146

Kerry Bodine

MAY 3, 2019

As such, I hold a special place in my heart for NPS and the people that created it. We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale?

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

InMoment XI

SEPTEMBER 22, 2022

Here are my thoughts about how the Six Sigma methodology can be used as a template to help CX leaders close the outer loop and address systemic issues. Six Sigma is a methodology that uses data analytics and statistics to analyse business processes and services in order to understand how they’re performing and how they can be optimised.

Analysis 493

Analysis Analytics Measurement Customer Experience Professionals 493

SurveySparrow

MAY 30, 2023

So, you’ve managed to sail the choppy waters of digital transformation and have successfully implemented a ticket management system in your organization. But here’s the million-dollar question: how can you accurately measure the success of a ticket management system? Final thoughts What is a ticket management system?

System 52

System Measurement Tips Self Service 52

Pointillist

NOVEMBER 29, 2018

Customer journey analytics can solve this mystery by calculating and analyzing NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Promoter Score. This blog post will show you step-by-step how to calculate NPS for your key customer journeys using journey analytics.

NPS 45

NPS Net Promoter Score Analytics How To 45

Support EXP

MARCH 1, 2022

Earlier this year, the Wall Street Journal gave greater visibility to the debate with an article questioning the usefulness of NPS despite its “cultlike following.” Earlier this year, the Wall Street Journal gave greater visibility to the debate with an article questioning the usefulness of NPS despite its “cultlike following.”

NPS 52

NPS Metrics Net Promoter Score Comparison 52

SurveySensum

MAY 19, 2023

This is where Net Promoter Score (NPS) comes into play. Using NPS in banks, it can get to the heart of why customers would or wouldn’t recommend them to others. What is NPS in banking and other financial institutions When should you launch your NPS surveys in banks? How to use NPS in banking and financial services?

Banking 52

Banking NPS Industry Net Promoter Score 52

Totango

NOVEMBER 21, 2019

How to Track Customer Satisfaction with NPS . That’s why the Net Promoter Score (NPS) is a key metric to track. NPS is calculated using a specific formula that draws on data from customer satisfaction surveys. . You can also break customers out into NPS segments to identify trends.

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS.

NPS 79

NPS Strategy Net Promoter Score How To 79

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Happy people whistle.

Analytics 137

Analytics Innovation Customer Experience Analysis 137

SurveySensum

DECEMBER 1, 2021

15 Best NPS Tools to look for in 2022. What is an NPS tool? How to choose the right NPS tool? 15 Best NPS tools of 2022. If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there. What is an NPS tool? to help you make the most of your NPS survey. .

NPS 52

NPS Tools Net Promoter Score e-support 52

SurveySparrow

APRIL 19, 2024

Integration: You can connect with your favored automation software for a seamless flow from one system to the other. SurveySparrow : For Simplified Data and Advanced Analytics With SurveySparrow, collecting and organizing data is as easy as pie! Once that’s down, analyze it with the advanced analytics tool!

Tools 52

Tools Analytics Data e-support 52

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. However, feedback alone cannot direct a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

NobelBiz

AUGUST 23, 2022

Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands. In this article, we will try to outline everything there is to know about speech analytics. What is call center speech analytics?

Call Center 52

Call Center Analytics Contact Center Self Service 52