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Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

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Collaborating for Success: B2B Customer Experience Agency and Lumoa

Lumoa

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. We recently had the pleasure of interviewing Anna-Maija Tanninen , founder of B2B Customer Experience Agency.

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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

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?

NPS 208
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Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

Experience Matters

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

NPS 149
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Should Loyalty Metrics Be Reassessed Post-Pandemic?

Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power? To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more. Do loyalty metrics need to be reassessed?

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Benefits of Outsourcing your NPS process

Retently

Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy. Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.

NPS 147
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B2B Customer Surveys 101

Lumoa

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. For example, you might send out an NPS® survey to your customers. It shouldn’t be this way.

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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed?