article thumbnail

CX 101: Everything You Need to Know About the Customer Satisfaction Survey

InMoment XI

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.

article thumbnail

The Science and Art of CX Goal Setting

InMoment XI

Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g., What Is Your Current Score? One of the first things to consider is where is the score now? but only 2 points if the current score is 80 (100 – 80 = 20. What Are the Past Trends in the Score?

Insiders

Sign Up for our Newsletter

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

article thumbnail

Just stop with the KPIs already

Zeisler Consulting

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.

article thumbnail

Feeling Stuck? Maybe You Need a Shift in Perspective

Education Services Group

Checking to see how the teams’ effort yesterday affected today’s retention rates, the number of customers whose health score were improved, customers lagging on adoption and TFV realization, and customers whose user telemetry data demonstrate that they may be at risk.

article thumbnail

How to Use Net Promoter Score (NPS) to Drive Growth

GetFeedback

It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you.

article thumbnail

Simple Steps to Start or Reinvigorate your B2B CX Program!

Daniel Group

Second are those readers whose companies have a program but may be thinking about ways to bring new life to the effort. Providing customers with excellent customer experiences is increasingly becoming a “must-have.” You have been collecting customer feedback, watching the scores, and responding to issues when they arise.

B2B 59
article thumbnail

For CX success, re-evaluate your purpose

Zeisler Consulting

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?