InMoment XI

JUNE 14, 2022

Companies like DocuSign, Slack, Zoom, and Hubspot are examples of SaaS companies that are thriving in the End User Era. Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth.

Metrics 260

Metrics Net Promoter Score Effort Score NPS 260

Retently

OCTOBER 16, 2023

That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. After all, you’re in the “customer satisfaction bubble” — an awareness of customer satisfaction metrics and tools you’ve gained from using them frequently.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 120

Metrics Report Groups Study 120

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

CSM Magazine

APRIL 26, 2024

However, a common issue users face is the significant time investment required to generate reports from their LMS. Fortunately, strategies and best practices exist that can help reduce the time spent on LMS reporting. By leveraging these templates, you can save time by avoiding starting from scratch each time you generate a report.

Report 52

Report How To Analysis Analytics 52

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. The most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is interaction satisfaction.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Lumoa

MAY 19, 2022

According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into account doesn’t stop there. Our shopping apps performance report includes. Download the full shopping apps report to find out why.

Report 208

Report Ecommerce Retail Customer Satisfaction 208

CloudCherry

MARCH 19, 2019

In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics. This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. Increase Revenue.

Financial 218

Financial Metrics Customer Journeys NPS 218

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Comm100

JANUARY 18, 2022

Read on for a snapshot of our Live Chat Benchmark Report 2022, then download the free report below to gain access to all the benchmark data you need on your journey to customer experience (CX) excellence. Download: Live Chat Benchmark Report 2022. Download the report. Download the full Live Chat Benchmark Report 2022.

Metrics 130

Metrics Data Wait Times Customer Satisfaction 130

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Experience Matters

DECEMBER 16, 2014

We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. As companies embrace these new capabilities, insights teams will need to build new skills. Download report for $195.

Report 325

Report Customer Connectedness Customer Experience Trends 325

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

Kustomer

OCTOBER 24, 2022

While asking customers about their preferences and behaviors may seem relatively simple, many companies don’t know how to truly optimize the customer satisfaction reporting process to learn the most actionable information about their customers. Key Components of a Customer Satisfaction Report. Customer Satisfaction vs. CSAT.

Customer Satisfaction 98

Customer Satisfaction Report Net Promoter Score Effort Score 98

ChurnZero

DECEMBER 19, 2023

Metrics are the language of business. Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR). Churn rate. Expansion revenue. Health scores.

Metrics 52

Metrics Net Promoter Score Customer Success NPS 52

Thematic

JANUARY 17, 2023

No one wants to present a negative report. It’s much easier to focus on positive metrics, and present data that, at least on the surface, makes it look like ‘we’ are performing well. This watermelon style of reporting serves no one. For example, say your core metric is NPS. It can feel intimidating.

Metrics 62

Metrics Omni-Channel Analytics NPS 62

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics.

Training 87

Training Metrics Sales ROI 87

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. This raises satisfaction.

Call Center 98

Call Center Healthcare Company Hospitality 98

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. In this article, we’ll dive into how companies leverage customer feedback analytics.

Metrics 117

Metrics Analytics Feedback Effort Score 117

Kayako

JUNE 8, 2017

Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Productivity is not the only metric that matters. An insights panel or dashboard won’t be able to capture these detailed metrics. Customers helped.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. The report includes a self-assessment and data to benchmark your VoC program. Despite a slight drop in staffing numbers and executive involvement, companies’ VoC efforts continue to deliver successful results. Download report for $195.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. That’s where customer experience platforms come in.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. It’s truly a win-win.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Upstream Works

MARCH 3, 2023

By: Rob McDougall, CEO, Upstream Works Software Reporting on the performance of conversational AI applications is often challenging, as they must be tailored to a specific business and its needs. Without accurate reporting, it was hard to improve the IVR’s performance and customer satisfaction.

Report 78

Report Self Service Chatbots Fashion 78

Seaton CX

MAY 24, 2023

We’re obsessed with metrics. We have baselines, benchmarks, and trends, arranged in reports and dashboards for easy consumption. According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

C3Centricity

APRIL 23, 2024

Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5% of company revenue to 9.1% Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails.

ROI 226

ROI Marketing Social Media How To 226

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). In fact, a report from 2020 found 95% of senior marketing executives agreed that CX roles were essential for business growth. Most importantly, the company needs to improve in various areas. An organization that can act on feedback.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. These tools allow HR professionals to collect, analyze and interpret data related to employee performance, absenteeism, turnover, and other HR metrics.

Analytics 52

Analytics Report Data Strategy 52

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Contact Center 52

Contact Center Report Analytics Self Service 52

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Therefore, both concepts are important and companies should invest in creating both satisfied and engaged employees.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

NICE inContact

MARCH 13, 2019

I’m often asked the question, “I already have reporting. Similarly, while reporting and dashboards provide a plethora of information, and you can eventually get the insights and data you need, it might take manual exporting, data manipulation and analysis to get there. My weekly battle with this report typically took me 1.5

Report 136

Report Management Average Handle Time Gamification 136

NICE inContact

NOVEMBER 7, 2018

Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Then keep track of these scores for both the individual agent and the company as a whole and work on improving them. CSAT is a common metric that almost every company uses, and it’s obvious as to why.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

Blake Morgan

SEPTEMBER 5, 2023

                  According to The Planning Guide 2024, Forrester’s latest customer experience report, 64% of customer experience leaders expect a budget increase in 2024. This is why research companies such as Forrester exist. On the Modern Customer, I talked to Pete Jacques,Ph.D.,

ROI 72

ROI Metrics Data Customer Experience 72