Lumoa

AUGUST 8, 2023

Categories of question to Ask in Your Survey When creating surveys, it’s important to ask the right questions. Crafting the right questions is the key to unlocking meaningful insights from your customer feedback. Let’s check out the types of questions that can supercharge your VoC surveys.

Analysis 208

Analysis Survey Feedback How To 208

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). In this blog post, we’ll answer all these questions and more.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.

NPS 208

NPS Net Promoter Score Industry How To 208

Daniel Group

APRIL 18, 2024

In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. Here’s what we learned: NPS and Overall Satisfaction Correlation We correlated the NPS ® (Net Promoter Score) and Overall Satisfaction (1-10 scale). The communication question is a powerful driver of CX performance.

Communication 98

Communication Strategy NPS Net Promoter Score 98

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. An introduction to NPS, CES, and CSAT . Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

GetFeedback

FEBRUARY 17, 2020

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. NPS is a key indicator of customer loyalty.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

GetFeedback

OCTOBER 22, 2018

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. Below is an example of an NPS survey I created with GetFeedback—give it a whirl.

Customer Retention 225

Customer Retention Net Promoter Score Survey Effort Score 225

GetFeedback

DECEMBER 11, 2018

Identify Your Detractors with Net Promoter Score ® (NPS ® ). NPS surveys determine customer loyalty by asking on a scale of 1-10, “ How likely are you to recommend us?” Measuring your NPS score will give you a clear view of your current state of customer loyalty.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

Promoter.io

SEPTEMBER 29, 2016

The post Answering the Ultimate Question: What’s a Good NPS Score? Following the movie, we all had our opinions. Some of us looked at the story that was told, others looked at how the story was told. It was […]. appeared first on Promoter.io

NPS 40

NPS Customer Success Customers 40

ShepHyken

FEBRUARY 22, 2019

They permit product returns with no questions asked, even without a receipt. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken. It’s a great way to eliminate the chance of buyers remorse. I could write a book just about my Trader Joe’s customer experience!

Hotels 108

Hotels B2C Loyalty B2B 108

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.

CEM 121

CEM NPS Hotels Survey 121

GetFeedback

JUNE 22, 2019

Really, writing a survey question is just another type of storytelling. You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. What is Net Promoter Score (NPS)? Remember that your NPS survey represents a valuable customer loyalty metric.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Feedbackly

NOVEMBER 17, 2022

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. Switch to Emotional Value Index (EVI®) while keeping NPS close.

NPS 98

NPS Net Promoter Score How To Touchpoint 98

SurveySparrow

DECEMBER 28, 2023

When it comes to feedback metrics, CSAT vs NPS has been a long-running battle. In this blog, we will look into the different aspects of CSAT and NPS in terms of meaning, elements, measurement, assessment, and all you need to know about the two. CSAT vs NPS: A Table of Comparison So, shall we begin? It goes a step further.

NPS 52

NPS Measurement Net Promoter Score Feedback 52

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers.

NPS 101

NPS Software Net Promoter Score Multi-Channel 101

Wootric

DECEMBER 21, 2018

These three questions will start the right conversations to choose the perfect NPS software for your company. We’ve also provided a total of 8 major questions in our free e-book, as well as a link to a handy spreadsheet to keep track of everything in this process. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

SurveySparrow

FEBRUARY 7, 2024

This is precisely why this topic needed a blog! In the healthcare industry, NPS is like a satisfaction rating. The core question is, “How likely would you recommend our healthcare services?” ️ Here’s how it works: Healthcare NPS Measurement It’s simpler than it sounds.

Net Promoter Score 52

Net Promoter Score Healthcare NPS Effort Score 52

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. It’s not a question of “if” but “when” Customer Success becomes the top performing department in SaaS organizations.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ShepHyken

MAY 15, 2023

The Missing Link: Connecting NPS Programs to Financial Success by Amitayu Basu (LinkedIn Pulse) Customer experience (#cx ) and Net Promoter Score (#nps) have become key indicators for businesses to measure customer satisfaction and loyalty. I’ve also included many articles about NPS in this weekly roundup.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. Breaking Down the Ultimate Question: NPS. ChurnZero Resource.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

SurveySparrow

DECEMBER 25, 2023

You might also know about transactional NPS and relational NPS. Maybe you might get clarity by the end of this blog as you learn about the meaning, importance, benefits, and best practices to enhance transactional NPS. What is Transactional NPS? You can consider SurveySparrow’s NPS software for this.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Survey 52

Totango

JULY 6, 2021

In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. Net Promoter Score (NPS). Another important loyalty KPI is Net Promoter Score (NPS). Unlike NPS, CLI doesn’t have a standard scale. Customer Loyalty Index (CLI). How likely are you to buy from us again?

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

SurveySparrow

DECEMBER 24, 2023

In this blog, we will look into all you need to know about a CX survey, including its importance, types, and best practices to follow. Transactional Surveys Transactional surveys are versatile and can incorporate NPS, CSAT, and CES. NPS, CSAT, and CES can be integrated periodically for a comprehensive view. But how do we do it?

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

Retently

NOVEMBER 17, 2023

NPS goes beyond traditional marketing metrics, offering a clear and actionable snapshot of customer satisfaction and brand perception. If you’re preparing to start a growth-focused marketing campaign, one of your first steps should be to carry out an NPS survey.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

Totango

OCTOBER 26, 2021

NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. Here we’ll look at what NPS score tells you and what its limitations are. Then we’ll suggest some other metrics you can use to compensate for the limitations of NPS scoring. Click to enlarge.

NPS 87

NPS Customer Success Customer Journeys Net Promoter Score 87

Totango

OCTOBER 26, 2021

NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. Here we’ll look at what NPS score tells you and what its limitations are. Then we’ll suggest some other metrics you can use to compensate for the limitations of NPS scoring. Click to enlarge.

NPS 86

NPS Customer Success Customer Journeys Net Promoter Score 86

Blake Morgan

OCTOBER 31, 2022

Instead of relying on NPS, brands should consider the most valuable metrics. Most surveys are tied to Fred Reichheld’s Net Promoter Score, or NPS, which measures how likely a customer is to recommend the brand to friends and family. The big question is if the company is customer-centric, or not. If Not NPS Surveys, Then What?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Feedbackly

JANUARY 5, 2023

What is NPS? The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?” How to calculate NPS?

Net Promoter Score 98

Net Promoter Score NPS How To Metrics 98

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. This blog will look into five NPS alternatives and why you should use them. But first… What is NPS? Net Promoter Score (NPS) is like a report card for your business.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

Daniel Group

MARCH 3, 2021

This blog is the first of a four-part series that focuses on this question. Making it easy for customers to do business with your company dramatically impacts the NPS ( Net Promoter Score )®. When customers mention that it is easy to do business with a company, the NPS goes up by 7.5 and how communication affects NPS®.

Net Promoter Score 126

Net Promoter Score Effort Score NPS B2B 126

Daniel Group

NOVEMBER 30, 2022

Fred Reichheld, author of Winning on Purpose, and the creator of the Net Promoter System, speaks to attendees about how to implement NPS the right way. Fred Reichheld is the developer of the Net Promoter System (NPS)® and was an early advocate of the importance of customer experience to a company’s growth.

Conference 98

Conference Groups NPS Net Promoter Score 98

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year.

Metrics 76

Metrics Net Promoter Score Data NPS 76

SurveySensum

AUGUST 2, 2023

In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. Question Type Whom to Send the Survey? Customer Support Satisfaction Survey Questions: How satisfied are you with the support you received? But fear not!

B2B 52

B2B Survey Customer Experience Touchpoint 52

Feedbackly

SEPTEMBER 22, 2023

When it comes to KPIs, the list is long, with C-SAT, EVI®, NPS, and CES dominating the realm. Here, metrics like EVI®, NPS, and customer retention are essential. Metrics like C-SAT, NPS, and CES give you numerical data to help you gain a good overview of customer satisfaction, loyalty, and effort. But do you need everything?

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

ShepHyken

FEBRUARY 18, 2024

My Comment: This is an article I recently wrote for Enghouse Interactive’s blog. Ask These Questions To Better Understand Your Subscriber Satisfaction Score by Shep Hyken (Calix) The Net Promoter Score℠ (NPS®) has become one of the most popular ways for companies to measure customer satisfaction.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

MAY 26, 2017

Net Promoter Score (NPS). Based on responses to the question: “ How likely is it that you would recommend our brand to your friends and family? ” In order to measure customer satisfaction, customers are asked to rate a question/set of questions based on their level of satisfaction. appeared first on Shep Hyken.

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91