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? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

InMoment XI

OCTOBER 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. I like to be like the newspaper reporter who continually asks ‘why.”

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

IntouchInsight

OCTOBER 30, 2023

At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America. This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality.

Study 317

Study Consumers Report Measurement 317

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

GetFeedback

FEBRUARY 17, 2020

Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. But most importantly, when you measure NPS correctly, you get magical insight into what your customers want from you. But just measuring your NPS isn’t enough to get that growth rate boost. You need to take action on the results.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

GetFeedback

DECEMBER 26, 2018

Since its inception, Salesforce has focused on giving organizations a holistic view of their customer data. If you’re going to house your customer data somewhere, why isn’t there an easy way to sync customer feedback to that system? Measuring NPS with Salesforce. billion in total revenue in fiscal 2018.

Net Promoter Score 210

Net Promoter Score NPS Measurement How To 210

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Clarivate

MARCH 6, 2024

2024 report key findings Samsung Electronics ranks first in the Top 100 Global Innovators 2024. See more analysis from the 2024 report here. Within the report we pinpoint the organizations leading the innovation ecosystem. This year, ranked. The effect of difference Each year, Clarivate publishes the Top 100 Global Innovators.

Innovation 52

Innovation Report Analysis Analytics 52

Team Support

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Data 97

Data Social Media Metrics Software 97

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. The same is true for customer data. The strategy for your collected data was the subject of a recent podcast.

Measurement 167

Measurement Customer Experience Net Promoter Score Effort Score 167

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Free Download: Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 45M chat interactions.

Report 117

Report Data Wait Times Effort Score 117

Clarivate

JUNE 21, 2022

Each year, the Journal Citation Reports (JCR) release provides a summary of the network of scholarly citations from the prior year of Web of Science coverage. This year’s data summarizes Web of Science citations from 2021, including 35,000 publications (journals, books and conference proceedings), 2.7 Baseball player Yogi Berra.

Report 138

Report Metrics Comparison Study 138

Clarivate

JUNE 28, 2022

Today we release the 2022 update to the annual Journal Citation Reports (JCR). The annual JCR release enables the research community to evaluate the world’s high-quality academic journals using a range of indicators, descriptive data and visualizations. You can view that here.

Report 141

Report Metrics Comparison Conference 141

GetFeedback

AUGUST 16, 2018

But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. To measure customer happiness, turn to CSAT, CES, and NPS. CSAT surveys measure how customers feel about a specific interaction or experience.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Download report for $495. includes report plus dataset in Excel). includes report plus dataset in Excel).

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

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

IntouchInsight

MAY 16, 2022

The more data you’ve collected the better informed your business decisions will be. That’s where our dashboard and reporting tools really make a difference. Analysis paralysis can be a real problem. But distilling raw numbers or drilling down to the right level to pull out actionable insights is challenging.

Data 156

Data Analysis Report Tools 156

BlueOcean

APRIL 24, 2024

And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. Policies and initiatives are great, but without specific goals and measurements, these great intentions are all too likely to fall flat. What are the measures of success for your DE&I initiatives?

Contact Center 177

Contact Center Policies Effort Score Government 177

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Free Download: Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 45M chat interactions.

Report 100

Report Data Wait Times Effort Score 100

Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform. Both are from Koji.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform. Both are from Koji.

Loyalty 100

Loyalty Measurement Tools Data 100

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

Gainsight

FEBRUARY 7, 2024

That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. G2 Scores: The Ultimate Measure of Excellence Before we dive into the specifics, let’s talk about G2 scores. Let’s break it down.

Report 52

Report Roadmap Innovation Software 52

IntouchInsight

AUGUST 16, 2023

Technology is continuously evolving the way in which consumers interact with brands. And it’s imperative for businesses to keep up with these trends in order to consistently exceed customer expectations.

Consumers 295

Consumers Data Trends Customer Expectations 295

AWS Machine Learning

DECEMBER 16, 2022

In an increasingly data-centric world, enterprises must focus on gathering both valuable physical information and generating the information that they need but can’t easily capture. Data access, regulation, and compliance are an increasing source of friction for innovation in analytics and artificial intelligence (AI).

Measurement 71

Measurement Data How To Metrics 71

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. Why Is Measuring Customer Loyalty Important? How Do You Measure Customer Loyalty?

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

Gainsight

JUNE 16, 2022

Incorporating product data is necessary, but not all product analyses provide the same advantages. This article focuses on five key product analytics measurements to help you build a masterful product roadmap. . Why You Need Data to Back Your Product Roadmap. The best product roadmaps are rooted in product data.

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

Kayako

APRIL 27, 2017

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. How do you measure customer loyalty with metrics? You measure NPS by sending your customers a short survey.

Loyalty 181

Loyalty Measurement Net Promoter Score Effort Score 181

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. Understanding your customer’s qualitative needs and requirements is one thing but making important business decisions based on specific data is the ultimate goal.

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Effort Score 52

IntouchInsight

MAY 1, 2023

From Consumer Trend Reports to the Annual Drive-Thru Study , Intouch Insight has been a trusted source of customer experience data for years. Now, in 2023, we're launching a new annual report - Emerging Experiences. In this series, we will examine some of the most impactful trends shaping customer experiences today.

Meeting 269

Meeting Report Trends Study 269

Beyond Philosophy

AUGUST 9, 2019

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. Peppers says that VOC data is excellent for many things.

Measurement 105

Measurement Airlines Survey Voice of Customer 105