Do Companies Like Net Promoter Score?

Experience Matters

Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. The post Do Companies Like Net Promoter Score? Customer experience Net PromoterSome people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below: Most aren’t impressed.

Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes

Michel Falcon Experience

In this video, I explain how Net Promoter Score isn’t properly being used within organizations. By watching this 2 minute video you will learn: How to focus on Promoters just as much you do Detractors. Net Promoter Score

Trending Sources

Beyond a single number: How to add context to your Net Promoter Score

Vision Critical

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. What is a Net Promoter Score, exactly? To calculate NPS, simply subtract the percentage of detractors from promoters.

The Only Way to Improve Your Net Promoter Score

Promoter.io

This might sound kind of weird to hear me say but, as a company, your goal shouldn’t be to simply “increase your NPS score”. Your Net Promoter Score is simply a reflection of your customers’ sentiment. Featured General Net Promoter

The New Standard: Why Employee Obsession Matters

but judge our overall performance with a simple Net Promoter. Score (NPS). Promoters) and subtract them from our 1-6s (Detractors). scores of 7-8 are Passive and are not included in the final number. sentiment scoring made up the bulk of our revenue. scores.

Net Promoter Score®: What, Why and How?

Genroe

You may have heard of it but just exactly what is the Net Promoter Score and why is everyone talking about it? The post Net Promoter Score®: What, Why and How? Related Stories It’s time to stop giving people Net Promoter Score® targets. Net Promoter Score Customer Feedback Survey Customer Satisfaction Net Promoter Voice Of The Customer

How to Calculate the Net Promoter Score: The Easy Way to Create Customer Loyalty

CustomerGauge

The Net Promoter Score® (NPS) and its expanded version the Net Promoter System are metrics proven to measure customer loyalty. The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys.

Report: Economics of Net Promoter Score, 2016

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2016. 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? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research

It’s time to stop giving people Net Promoter Score® targets

Genroe

The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter ScoreSudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away.

How to Take Control of Your Net Promoter Score

StellaService

When it comes to measures of brand loyalty, Net Promoter Score® (NPS) is king. Many customer-facing companies obsess over their NPS score, always searching for that magic formula that will drive it up. This score drives brands’ efforts to improve the customer experience.

Net Promoter Score is Not an Effective Customer-Centric Strategy for B2B Companies

Truthlab

The post Net Promoter Score is Not an Effective Customer-Centric Strategy for B2B Companies appeared first on truthlab.

How Businesses Can Improve Product Quality & Raise Net Promoter Scores

Avaya

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. A score of 50 or above is considered excellent in nearly any industry and is particularly difficult to achieve in a business-to-business model. For example, each product was scored based on the test coverage at SV.

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S.

What is the Net Promoter Score and How SaaS Companies Can Benefit from It

LiveChat

What is Net Promoter Score. Net Promoter Score (NPS) is a management tool that is used to measure the loyalty of a company’s customers. As you see, Net Promoter Score can dispel many doubts about your service just by asking one basic question.

Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

What Is a Net Promoter Score, And Should You Implement It in Your Business?

Help.com

One industry-standard and simple way to measure the effectiveness of your customer service organization — and your business as a whole — is a Net Promoter Score. Net Promoter Scores. What is a Net Promoter Score?

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

ijgolding

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ I call this the Net Customer Need Score, or NetCNS for short.

Why The Net Promoter Score Is Overrated (& What You Should Measure Instead) - Frank Reactions

Tema Frank

Today’s guest, Tim Keiningham, author of The Wallet Allocation Rule: Winning the Battle … Continue Reading → The post Why The Net Promoter Score Is Overrated (& What You Should Measure Instead) appeared first on Frank Reactions. Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Sales Shows Statistics Strategies Ipsos Keiningham net promoter score NPS

Putting the “NP” in NPS® (Net Promoter Score)

Customer Interactions

We’ve Got Excellent Grease When customers tell their stories, it would seem they’re more inclined to share the troubling ones than the happy ones. Perhaps quality service is simply expected, and only the aberrations are newsworthy

Going Beyond Net Promoter Score Results

Amity

SaaS Tattler Issue 96 - Going Beyond Net Promoter Scores. Net Promoter Score results can tell you a lot about your customers, your organization, and the relationship between the two. • Why Net Promoter Score Benchmarks Don't Matter.

Is Net Promoter Score A Savior Or A Demon?

Experience Matters

Every couple of years, I get a resurgence of questions about Net Promoter ® Score (NPS ® ). Promoters are more loyal than detractors. We’ve researched the difference in loyalty between promoters and detractors across 20 industries , and in all cases promoters are much more loyal. Will a company improve if it increases promoters and decreases detractors? Customer Connectedness Customer experience Net Promoter

How to Get More From Your Net Promoter Score Program

Amity

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. Bring emotion into your health score equation with NPS. A lot goes into creating a powerful, actionable health score.

Net Promoter Score – Nothin’ But Net!

Pretium Solutions

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. It is the same way for companies looking to provide excellent customer service , create excellent customer experiences and boost their Net Promoter Scores. The post Net Promoter Score – Nothin’ But Net!

Time to Stop Worrying About Your Net Promoter Score (NPS)? - Frank Reactions

Tema Frank

In today’s interview, Bill Lee, Founder of the Center for Customer Engagement; President, Summit on Customer Engagement and author, The Hidden Wealth of Customers, said a … Continue Reading → The post Time to Stop Worrying About Your Net Promoter Score (NPS)? Prefer reading to audio? Click below to get the transcript of this interview. Get your FREE Transcript Now!

What’s Your NPS? A Quick Guide to the Net Promoter Score

CSM Magazine

Analysis shows companies that achieve long-term profitable growth have Net Promoter Scores two times higher than the average company. There is a way, and it’s known as net promoter score (NPS).

Is Your Call Quality Sheet Capping Your Net Promoter Score?

Pretium Solutions

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score ? The post Is Your Call Quality Sheet Capping Your Net Promoter Score?

Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Pretium Solutions

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured.

Amazing Business Radio: Chad Keck

ShepHyken

Shep talks with Chad Keck, CEO and co-founder of Promoter.io , about a simple but scientifically proven method of measuring customer satisfaction – the Net Promoter Score. Net Promoter Score asks, “How likely are you on a scale of 0 to 10 to recommend this company?”

Net Promoter Score: Fact and Fiction

Experience Matters

It seems like every year I get a surge of questions about Net Promoter® Score (e.g., Note: Net Promoter, Net Promoter Score® and NPS® are registered trademarks of Read More. CCXP6 Metrics, Measurement, and ROI Net Promoter

NPS 3

How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet

Genroe

Download the NPS spreadsheet In this post we will calculate Net Promoter Score in Excel using the COUNTIF function. Calculating Net Promoter Score NPS is calculated using the responses […]. The post How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet appeared first on Genroe. Net Promoter Score Statistics

NPS 5

5 ?Ways to Increase Your Net Promoter Score and Improve Customer Experience

Win the Customer

Net Promoter Score (NPS) is a powerful customer feedback method that can enable you to improve customer service results and enhance customer experiences.

Your Visual Guide to Technology Net Promoter Score® Benchmarks

CustomerGauge

We’ve compiled a publicly available list of Net Promoter Scores® from the technology industry, along with opportunities for growth in the sector based on information from our most recent infographic! Blog Featured NPS Technology Industry Infographic Net Promoter Score technolog

Top 5 Most Recommended US Banks, Based on Net Promoter Scores®

CustomerGauge

The post Top 5 Most Recommended US Banks, Based on Net Promoter Scores® appeared first on CustomerGauge.

Report: Economics of Net Promoter Score, 2017

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. Bruce Temkin Research Business impact Industry Data Net Promoter Temkin Group Research

How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. The Origins Of Net Promoter Score.

Your business doesn’t really care if your customers are likely to recommend you 

Heart of the Customer

We report the latest Net Promoter Scores, or show how we did in satisfaction last quarter. Customer Experience Customer Experience Surveys Net Promoter ScoreAnd neither should you. In CX, we love to talk about our survey results.

NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?

CX Journey

Normally you’d start by looking at the interaction they had with your support team, pulling up the customer’s data on their customer effort score (CES) and customer satisfaction scores (CSAT), and later Net Promoter Score (NPS).

Your CX Scorecard is Probably Measuring the Wrong Thing

Heart of the Customer

Customer Experience Customer Experience Surveys CX vision Net Promoter Score“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about.

121 Attributes of High Performing Net Promoter Programs

Genroe

It is at the heart of Net Promoter Score … or any customer feedback program for that matter. The post 121 Attributes of High Performing Net Promoter Programs appeared first on Genroe. Net Promoter ScoreNowhere is this more true than your customer relationships.

NPS 20

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. Research Business Strategy Customer Experience customer experience Market Research customer loyalty Net Promoter Score telecom telecommunications