InMoment XI

AUGUST 30, 2022

Customer Satisfaction Score (CSAT). Customer Satisfaction scores are an attempt at capturing how satisfied customers are with a company’s goods and services. Net Promoter Score (NPS®). Customer Effort Score (CES). Here are three of the most common types of customer satisfaction surveys or measurements: 1.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score Survey Effort Score 493

GetFeedback

FEBRUARY 15, 2019

It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. Many companies measure NPS, but few use it to its fullest potential. The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. The Ins & Outs of NPS.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Zeisler Consulting

JUNE 30, 2021

Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.

Effort Score 93

Effort Score NPS ROI Case Study 93

Zeisler Consulting

SEPTEMBER 15, 2021

In fact, I’d argue that any company with a true dedication to CX and a Customer-centric attitude is likely to be getting a lot of other things right that have nothing to do with these efforts…the cumulative effect of which is all those sweet, sweet increased sales. So how about if we readjust the expectations of CX?

Effort Score 93

Effort Score Sales Exercises Study 93

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 52

Trends Self Service Effort Score Social Media 52

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 8: Virtual Reality, Augmented Reality, and 3D Holograms, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in higher CSAT and NPS scores for your business.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

CX Journey

APRIL 7, 2016

When that’s the case, efforts to train customer-facing employees often generates frustration. Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). Therefore, include everyone in service training, and focus special attention on internal service providers.

Culture 80

Culture How To Net Promoter Score Airlines 80