Second to None

FEBRUARY 1, 2019

NPS is a metric that is used to measure customer loyalty and satisfaction. It serves as an overarching measurement of customer sentiment, streamlining customer satisfaction and loyalty into a tangible metric. Furthermore, it provides a reliable benchmark for customer experience teams to work towards.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

Second to None

SEPTEMBER 18, 2018

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network. Our solutions are developed on the basis of solid research and statistical science.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

FEBRUARY 15, 2019

Customer satisfaction is fairly straight forward. It measures the level of satisfaction that customer’s feel towards your service or product in a given moment. In the CX sphere, CSAT is used to measure a customer’s level of satisfaction towards your customer service program. Customer Effort Score (CES).

Customer Experience 78

Customer Experience Effort Score NPS Net Promoter Score 78

Second to None

FEBRUARY 22, 2018

Organizations that have managed to open up branches across the country are constantly trying to measure, understand and improve the performance of each individual location to ensure they match brand standards. Our solutions are developed on the basis of solid research and statistical science.

Voice of Customer 72

Voice of Customer Brands Analytics Leadership 72

Second to None

FEBRUARY 20, 2018

While an advertising campaign may seem successful, it is important to monitor the online reaction to your products to truly understand the impact they may be having on customers. We measured satisfaction rates, net promoter scores and likelihood to return to the brand, among other factors.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Second to None

MAY 24, 2018

Of the brands we measured, the highest average number of employees present when a customer walked into the store was four, and the lowest was 2.74. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Apparel 86

Apparel Competitive Advantage Retail Voice of Customer 86

Second to None

FEBRUARY 6, 2019

In addition to open communication, a successful CX program calls for research and measurement. You have to know what the customer wants before you can give it to them. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. And it’s still misunderstood by too many, because it is a way of driving continuous measurable change.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

COPC

NOVEMBER 13, 2019

Shouqi Group, with its 68 years of experience in car services and the well-known “State Guest Service Team,” has been offering services to major foreign affairs and political conferences including the NPC (National People’s Congress) and CPPCC (Chinese Political Consultative Conference) in China. Upon the recommendations of COPC Inc.,

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8