[Case Study] How Zip Water UK Lifted NPS from 5 to 73

Genroe

In just three years Zip Water UK dramatically lifted their NPS from +2 to +73 by driving customer experience culture and relentlessly finding and correcting root cause issues for their customers. Net Promoter Score Case Studies

Case Study: How Genesis Improves Member Experience with NPS

AskNicely

Genesis set out to put an NPS plan in place that would give them the insight they needed. Download the full case study to find out how Genesis achieved all of the above and more with NPS. The post Case Study: How Genesis Improves Member Experience with NPS appeared first on Net Promoter Score from AskNicely. We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still.

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Net Promoter Score® Success Stories and Case Studies

Genroe

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Case Studies and Statistics Net Promoter Score NPS PP: Net Promoter ScoreDemonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.

[Case Study] Iron Mountain Doubles NPS? Survey Response Rates

Genroe

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics NPS PP: Survey Response RatesIn doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department.

Case Study: How IVALO.COM Doubled Its Customer Retention Rate In 6 Months

Feedbackly

IVALO.COM boosted their NPS by a magical 41% and doubled the customer retention rate only during the time of 6 months. Insight case study CSAT customer experience customer retention cx emotional experience EVI ivalo NPS revenue

Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS

AskNicely

What made makes Debitsuccess an interesting study in NPS is their detailed segmentation strategy. Download the full case study to find out how Debitsuccess achieved all of the above and more with Net Promoter Score. The post Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS appeared first on Net Promoter Score from AskNicely. Ever think about just how many debit transactions happen on any given day?

[Case Study] Iron Mountain Doubles NPS? Survey Response Rates

Genroe

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics PP: Survey Response RatesIn doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department.

How to Get More Customer Testimonials and Case Studies Using NPS Surveys?

SurveySparrow

Net Promoter Score (NPS) is a benchmark for customer satisfaction and has the ability to predict business growth. Please find the NPS question below: “How likely are you to recommend our product or service to your friends or family?”. Why should you use NPS?

Net Promoter Score® Success Stories and Case Studies

Genroe

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes.

Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim

Genroe

The post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe. Best Practices Customer Feedback

Auror’s Path to 80 NPS (and Why You Should Care)

AskNicely

In case you need a refresher, in J.K. Auror’s 9-month NPS Journey. NPS touches every aspect of our company,” muses Batterbury. Every team, every role can positively influence NPS, which makes it powerful.”. When Auror started tracking NPS, the general feeling was that their score was low. It turned out that they were already killing it in the customer happiness department, with an NPS of 50. We’d love to see our NPS reach 70 or 80,” says Batterbury.

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33 Net Promoter Score® Case Studies With Links to Business Value

Genroe

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post 33 Net Promoter Score® Case Studies With Links to Business Value appeared first on Genroe. Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes.

How Chime Grew Customer Love Through Timely NPS Tracking

Promoter.io

Timing is a critical factor to consider when measuring NPS. The post How Chime Grew Customer Love Through Timely NPS Tracking appeared first on Promoter.io Case Study Customer Success Featured Net PromoterIf you send your survey too soon, the feedback you receive may only reflect your customers’ limited perspective at the time. If you send your survey too late (or too infrequently), you may miss your opportunity to address a customer’s concern before they churn.

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4 case studies to prove the value of Net Promoter Score

delighted

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. For instance, high NPS scores positively correlate to customer retention, referral acquisition, and strong brand awareness. In this blog, we’ll examine 4 real-world examples of companies using NPS to gain insight into their businesses. But first, let’s take a quick look at how NPS is measured. What is NPS?

Top 5 Ways to Improve Your Net Promoter Score (NPS)

AskNicely

Here are the top five ways to increase your NPS scores: 1. Save time and energy by integrating your NPS with your CRM. That way you can keep track of your interactions and possible case studies or testimonials. The more ways you can use NPS to listen and respond the better your results will become. Get the most out of your NPS Program by using these five tips. We wrote the book on NPS.

It’s Time to Be Honest About the People in Your Experience

Experience Investigators by 360Connext

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Within one year, pretty much every metric around customer experience success had improved, and in one case, there was a real-life photo that almost mirrored the original vision photo. “Your store dropped 1% in NPS scores this month!”

Biteable’s Evolution to a Customer-Centric Product Roadmap

AskNicely

Soon their NPS began trending upward, and the ensuing engagement with customers allowed them to naturally identify and activate their advocates. Read the case study to learn just how all of these factors led them to three million happy customers and counting. Uncategorized Case StudyAs a product team, you require a deep understanding of your customers’ complex problems. Without it, how do you know if you’re innovating in the right direction?

Three UK improved its mobile app experience to drive add-on sales, NPS, and more

ForeSee

The post Three UK improved its mobile app experience to drive add-on sales, NPS, and more appeared first on ForeSee. CX Best Practices NPS Case Stories Case Studies Client Stories MobileWe live in a world of consumers on-the-go, where more than half of daily digital hours are spent on a mobile device. That’s why it should come as no surprise.

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How Tekspace Has Overcome Passive Customer Perception with NPS

Promoter.io

The post How Tekspace Has Overcome Passive Customer Perception with NPS appeared first on Promoter.io Case Study Featured General Net PromoterHave you ever sat in your house, looked around at all of the devices and utilities that are being powered by electricity and thought, “Wow, my power company is amazing.” Likely not, right? If you’re like me, the only time you think of your power company is when the power is out (or when that […].

NPS 55

Ask NPS Questions Using a Storytelling Approach

GetFeedback

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)? The NPS question starts with, “ How likely are you to recommend our company to a friend or colleague?” Remember that your NPS survey represents a valuable customer loyalty metric. You have the ability to make your NPS question much more personal by using your customer’s name and other relevant details.

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From NPS to Ah-Ha! How Agree.com Found Success Through Net Promoter

Promoter.io

When Agree.com, a SaaS tool that simplifies contracts for event-based contractors, decided to start measuring their NPS, their goal was to simply make sure that they were meeting the expectations of their customers. What they didn’t realize initially was that the value of the NPS process was going to be so much greater than they […]. The post From NPS to Ah-Ha! Case Study Customer Success Featured Net Promoter

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Case Study: How RICOH Printers Improved their NPS® by 40 points

Beyond Philosophy

Case Study: RICOH Printers (Canada). They increased their Net Promoter Score® [i] (NPS) by 34 points over 30 months. 1] Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., The post Case Study: How RICOH Printers Improved their NPS® by 40 points appeared first on Customer Experience Consulting.

How Auto Trader boosted NPS scores 42% with ForeSee CX measurement

ForeSee

The post How Auto Trader boosted NPS scores 42% with ForeSee CX measurement appeared first on ForeSee. Client Voices Retail Auto Trader Case Studies Client Stories NPSAs the largest digital automotive marketplace in the U.K., Auto Trader relies on keeping potential customers actively engaged and highly satisfied when visiting its digital channels – making a good customer experience a necessity.

NPS: A Ton of Simplicity and an Ounce of Usability

CX Workout - Ideas Blog

We’ve seen this situation all too often: The C-Suite lives and dies by the NPS score. And every time the latest NPS score is released, the anxiety is palpable as everyone asks the inevitable next question: Why? Why is NPS on the decline? Why is NPS increasing?

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New Research: Customer Effort Score Debunked, NPS® Vindicated

Genroe

NPS Is an Effective Predictor of Customer Retention. 2007b), monitoring NPS does not seem to be wrong in most industries. Our findings indicate that the NPS is an effective predictor of customer retention, though the top-2-box customer satisfaction is slightly better overall. and: …”changes in top-2-box customer satisfaction, followed by the official NPS, have the highest impact on customer retention” Much has been made of the work of Keininhgam, et al.

How Measuring NPS the Right Way Increased Results 1300% For Recruiterbox

Promoter.io

The post How Measuring NPS the Right Way Increased Results 1300% For Recruiterbox appeared first on Promoter.io Case Study Customer Success GeneralUsing the Net Promoter System® to gather feedback and engage with your customers is usually only half of the equation. While meaningful dialog can go a long way in helping to mend relationships with your unhappy customers, more often than not, you need to be prepared and able to make systematic changes to make a […].

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Protected: BPS World – Using an NPS score to promote their services

Survicate

To view it please enter your password below: Password: The post Protected: BPS World – Using an NPS score to promote their services appeared first on Survicate. Case studyThis content is password protected.

NPS 40

Using Customer Satisfaction Metrics: NPS Best Practices

Totango

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. . Best Practices for Improving Customer Satisfaction NPS Scores.

CarWale – Understand your Customers through NPS

Survicate

The main purpose was measuring what are our NPS scores. Our first use case was to measure the NPS of our consumers. That was our first use case, that’s why we said that let’s start measuring NPS. Typically we don’t keep NPS on all the time, we don’t really find it actionable getting that every single day. But what we ensure is that at least running the NPS survey a few days every month. These are two kinds of use cases.

Which is Better: Net Promoter Score® or Customer Satisfaction

Genroe

Nib had investigated the use of NPS® had started to use transactional Net Promoter Score, […]. Net Promoter Score Case StudiesWe performed some Net Promoter Score comment coding work for a successful Australian health fund called nib health insurance.

NPS Black Belt Guide – White Belt: Taking on your boss

AskNicely

In the last post, we took a look at what NPS is and why you need to pay attention. After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably won’t believe right off the bat, if you just tell them that NPS is awesome. All you need to do is consider how implementing NPS will benefit them. …And the best way to do that is by focusing on the business case for NPS implementation.

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What can SMEs learn from Big Companies in Outsourcing Telemarketing Philippines?

Magellan Solutions

Big companies study their spending before they make decisions, that is why SMEs should pay a little attention to their cash flow as well. SMEs should take note how big companies tackle this — they study their direction.

Looking for NPS in all the Wrong Places

AskNicely

Like many other Customer Success leaders, I have tried to use NPS to gather insight into customer sentiment for years. Most of us know the benefits of good NPS, we all know the math behind it, but very few of us know exactly how to make it successful. . It didn’t take long after I joined the AskNicely team to really feel the reality that I had NPS all wrong. The Five-Second NPS Refresher. How should every Customer Success leader be using NPS? Hello!

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5 Signs That You Need to Replace Your C Level Appointment Setting Provider

Magellan Solutions

NPS measures both customer loyalty and customer experience. An always high NPS score, means your call center partner is able to maintain high-quality service. Is your C Level Appointment Setting Provider not delivering the results you want? Perhaps it’s time to replace them.

12 Service Pillars That Great Call Center Providers Focus On

Magellan Solutions

But that is not always the case for BPOs, as some do not have the technology to accommodate the surge of calls and inquiries. In a study conducted by Microsoft , it turns out that 34% of U.S. The best call center providers focus on quality customer services over vanity numbers.

GDPR and NPS: What it Means for Customer Feedback

AskNicely

Please contact a legal professional for advice on how to navigate GDPR and NPS for your company, product, industry, and customers. As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. Since it’s rare, unlikely and limiting to use customer feedback data for one purpose, you will need to get consent for each use-case for using customer NPS data.

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How Airlines Use NPS to Improve Their Customer Satisfaction Ratings

Retently

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. For instance, Southwest was ranked #10 in the Customer Service Hall of Fame, with their customer relationship model becoming a case study in delivering great customer service.