Customer Effort Score (CES): The Complete Guide


Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides

How to Improve Your Customer Satisfaction Score (CSAT) Score


Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. So, what’s a company to do to earn an even better CSAT score? When it was first launched in the third quarter of 1994 — a completely different era, it seems, from today — the score was 74.8 Why isn’t that score higher today? Let’s look at several ways to improve your Customer Satisfaction Score (CSAT).


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Uncovering the “why” delivers higher research ROI for CX leaders


Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite.

ROI 196

Customer Satisfaction Score (CSAT) Industry Benchmarks


If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. Customer Satisfaction Score is 76.5%. Customer Satisfaction Score: A Free Guide. You’ll even get custom recommendations based on your score.

Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. While all three components of customer experience—success, effort, and emotion—have a strong effect on loyalty, our research shows that emotion is the most important element. Additionally, companies with very good CX ratings have an average Net Promoter® Score that is 24 points higher than the scores of companies with poor CX.

ROI 258

Report: Economics of Net Promoter Score, 2016

Experience Matters

Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Business impact Customer experience ROI of Customer Experience Temkin Group ResearchWe just published a Temkin Group report, Economics of Net Promoter, 2016.

Calculate the ROI of your CX program


Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. That is why calculating the ROI of your CX program is an important factor.

ROI 83

Measuring “ROE” – Return on Ease

Heart of the Customer

ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence. So for today, let’s target our efforts a bit more modestly, focusing on gains made through making it easier to be your […]. Customer Effort Score Beyond Philosophy British Telecom consumer journey customer effort Customer Experience Forbes Gartner Jiffy Lube NPS return on ease return on investment ROI

How to Prove the ROI of Customer Satisfaction (CSAT)


And understanding, leveraging and acting on CSAT scores can absolutely help you get there. Start with measuring your CSAT score as outlined by GetFeedback. Use other business knowledge to find the ROI of your CSAT initiatives. Understand and track your CSAT score .

ROI 195

How to Calculate the ROI of Customer Experience


The power of ROI (return on investment) is undeniable when measuring customer experience. Calculating the ROI of CX is often measured as a ratio between net profit over a set period and the cost of the initial or recurring investment. A high ROI ratio is what companies look for.

ROI 83

Business Value and ROI of Customer Experience: The Step-by-step Guide 


Sometimes this is because of lack of the ownership in the company – when an issue exists because it falls between organizational silos, improving the customer experience requires some extra effort. A research conducted by Avanade and Sitecore showed that there is a $3 return on investment (ROI) expected for every $1 invested in the customer experience. Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward.

ROI 255

How to Prove the ROI of Your Voice of the Customer (VoC) Program


There is greater ROI when the holistic customer journey is the focus. Subsequent NPS/CSAT scores and retention rates. In this article, I’ve talked about the fact that marketers feel overwhelmed by how much data is available to them, thus making ROI—or the path to ROI—a muddied one. Improving customer experience is what leads to ROI. How your CX vision impacts ROI. How to quantify the business impact of your VoC efforts.

ROI 256

How to Measure the ROI of CX

Second to None

Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine. The return on CX is measured as such: ROI= (Returns from Investment) – (Cost of Investment) / (Cost of Investment) x 100.

ROI 73

How Gainsight Redesigned the Customer Health Score for One of Its Products


A key part of this strategy is to build and use customer health scores, a functionality Gainsight created in its own customer success platform for all its customers. This blog will help you address the whats, whys, whens and hows of designing or redesigning your customer health score.

New Research: The ROI of Customer Experience


The XM Institute recently published a new report, The ROI of Customer Experience, 2019. Here’s one of the 11 figures in the report, showing the correlation between CX and Net Promoter Score (NPS) : The research shows that CX strongly influences how likely customers are to: Recommend a company.

ROI 54

Illustrating the ROI of CX

Second to None

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3].

ROI 48

CSM Team Performance Metrics That Matter

CSM Practice

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. 3. Customer Effort Score (CES). 6. Net Promoter Score (NPS).

How to Calculate the ROI of Customer Experience


The ROI (return on investment) of customer experience for a business is undeniably high. Calculating the ROI of CX is usually measured as a ratio between net profit over a set period and the cost of the initial or recurring CX investment. higher than customers who reported a low score.

ROI 52

How to Tell The Story of Customer Experience ROI


Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts.

Six Ways to Show B2B CX Value

Heart of the Customer

it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, […].

B2B 96

Selling Service Contracts Is A Team Effort

Middlesex Consulting

Steve reassured her that they treat all customers as very important; that they have a Customer Satisfaction score of 96% for installations and their help desk is the best in the industry. And if there were two outages in a year he would have an ROI of about 100%. Clearly, this effort would very quickly break down the silos. A Sales, Manufacturing, and Service meeting about a new customer.

Value Chain Solution to VoC ROI


Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s a logical series of effort that generates change that everyone appreciates: customers, employees, and investors. That’s how you drive ROI and sustainable growth. Value Chain Solution to VoC ROI.

ROI 48

How to Calculate Customer Experience ROI


By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed. Are you measuring customer experience ROI in your organization?

ROI 49

Customer Success and ROI: How to Improve Revenue


Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . How Customer Success Maximizes ROI. How to Improve Your Customer Success ROI. Leverage the Customer’s Health Score.

ROI 58

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success


ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Maintaining customer success efforts. Unclear ROI Value: Some customers have trouble seeing how your service will meet their goals. Maintaining Customer Success Effort. The right customer-data platform will help you maintain a consistent and evolving customer success effort. Reducing SaaS Churn with ROI-focused Strategies.

ROI 66

Wootric ranks #1 in ROI in Experience Management | G2 Grid Report for Fall 2020


Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric is ranked #1 in ROI (Return on Investment). Methodology behind the scoring process. The Grid scores that determined each vendor’s placement.

Acquisition Addiction’s Impact on Customer Experience ROI


Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” It’s vital to step into customers’ shoes to double-check that every marketing effort meets outside-in criteria.

ROI 55

Customer Success and ROI: How to Track Revenue


Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . How Customer Success Maximizes ROI. How to Improve Your Customer Success ROI. Leverage the Customer’s Health Score.

ROI 48

Influencer Marketing Metrics for Measuring ROI


Measuring influencer marketing success requires a particular set of skills – skills that go beyond typical ROI savvy, to criteria that specifically relates to influencers. Net sentiment (score about a passion around a topic/brand, ranging from -100 to 100). And if you’re wanting them to, you’re setting your effort up for failure (so don’t do that!). It will help not only measure the ROI of your influencers, but the ROI of social media marketing as a whole.

ROI 57

4 Proven Tips for Increasing CTR and ROI Using Location Intelligence Data Analytics

Gravy Analytics

Location intelligence naturally increases the CTR and ROI of digital advertising campaigns because it allows companies to create hyper-relevant ads and deliver them to a custom audience they know will be interested in those advertisements. But if your audience makes the effort to physically travel to a location and spend time there, they’re displaying a much higher level of interest. Blog Accuracy Audience Targeting CTR Data Analytics Foot Traffic Location Intelligence ROI Sales

ROI 40

5 Customer-Centric Marketing Strategies for SaaS Companies That Deliver ROI


To help get the change started at your enterprise, we’ve put together five customer-centric marketing strategies for SaaS companies that deliver real ROI. These are the top five customer-centric marketing strategies that deliver on ROI for SaaS companies: Create a visible customer journey. Making each and every customer segment the subject of a personalized communication effort takes immense organization.

Measuring ROI of Customer Centricity-Historical Correlations

CCO Council

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. If you plot for each of your customers their revenue (or profits) and their loyalty score over time and notice a downward trend, the negative proves the loyalty-profit correlation in reverse, and elevates the opportunity for increasing investment to stop the bleeding.

ROI 63

It’s Not the Number Stupid: Net Promoter® is not a Numbers Game


staff with the response and then report on the individual’s score. Use the score to hand out bouquets or brickbats at the end of the quarter or year. We do it with sales, why not Net Promoter Score? Score begging. The problem with focusing the entire organisation on just the score then doubling down by including it in the bonus system is that it drives the wrong behaviours. It’s called score begging. Systems Drive Most of Your Score Not Staff.

The Business Case for a Great Employee Experience

CX Journey

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) customer experience employee effort employee engagement employee experience ROIHave you put the spotlight on the employee experience at your company?

What a Customer First Strategy Means Post Pandemic


With so much information available today, marketing is being challenged to demonstrate its ROI. This might explain why they are still putting their efforts into brand building, sometimes to the detriment of their customers, consumers and clients.

Why it is time to calculate the ROI of VoC programs


Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Many companies rely on metrics such as Net Promoter Score (NPS), CSAT or Customer Effort Score (CES), which give a numeric value that you can track over time. This can be linked to business metrics to give a true ROI figure. By measuring the increase in sales from existing customers through more targeted approaches, you can again calculate a clear ROI for your VoC program.

ROI 61

ROI of Customer Experience can be measured: Build your case for ROX


ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). According to John Maxwell, who leads PwC’s Global Consumer Markets industry sector : “Traditional return on investment (ROI) metrics are no longer sufficient on their own to determine your company’s success.