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.

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

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

5 Ways to Increase Your Net Promoter Score Response Rate

Michel Falcon Experience

I take it that you clicked on this video because your company is using Net Promoter Score. Today I’m going to share how to increase your Net Promoter Score response rate to get even more customer data to better your business.

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.

Net Promoter Score® 101: The Complete Guide

Lumoa

The Net Promoter: what is it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. “ Promoters are significantly more loyal, so most businesses would do well to create promoters and decrease detractors. ”

What Is Net Promoter Score (NPS®)?

Confirmit

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. How Does Net Promoter Score (NPS®) Work?

Thoughts on the Net Promoter Score

MaritzCX

In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the net promoter score and the importance of managing the customer experience. Are you managing, or just measuring your customers’ experiences?

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.

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

Detractors vs. Promoters: 5 Strategies to Improve Your Net Promoter Score (NPS)

Solvvy

The post Detractors vs. Promoters: 5 Strategies to Improve Your Net Promoter Score (NPS) appeared first on Solvvy

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.

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.

What is Net Promoter Score (NPS)?

Chattermill

What is Net Promoter Score (NPS)? Net Promoter Score Definition. Net Promoter Score (NPS) is a seemingly simple yet effective way for companies to track promoters and detractors to produce a clear measure of their performance through its customers eyes. To track the performance of company growth, take the percentage of customers who are promoters and subtract the percentage who are detractors. Net Promoter Score.

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

How to Calculate (and Understand) Your Net Promoter Score

Promoter.io

Today however, we’re going to get back to the basics and dissect the NPS score itself — how it’s calculated, why passives customers are excluded, the meaning behind the score and the value […]. Featured General Net Promoter

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 […].

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.

CX Metrics Series: Net Promoter Score

iPerceptions

In this post, we look at a key CX metric that gauges visitors’ likelihood to recommend your brand to friends and colleagues: Net Promoter Score ®. This is the fifth blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand the visitors’ digital experience.

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 in Excel NPS is calculated using […]. The post How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet appeared first on Genroe. Net Promoter Score StatisticsI’ve created a free Excel spreadsheet with the NPS calculation already included.

Net Promoter Score Action Plan

Waypoint Group

To help B2B teams do this better, we put together the 6 Action Items for Net Promoter (NPS®) Follow-Up. Net Promoter® and NPS® are registered trademarks and Net Promoter Score and Net Promoter System are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.).

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.

What Is Net Promoter Score (Video)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video

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?

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

How to Manage Utility Net Promoter Score Performance

Fresh MR

“And when you speak of me, speak well.”

Report: Net Promoter Score Benchmark Study, 2017

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.

Real time Net Promoter Score with Intercom

AskNicely

Now, with the AskNicely Intercom integration for NPS, you can extend automate a real time Net Promoter Score process: Automatically trigger AskNicely NPS surveys to your customers based on Intercom events. And tag users with either NPS Detractor/Passive/Promoter.

Dataset: UK Net Promoter Score Benchmark, 2017

Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. Bruce Temkin Research Net Promoter Temkin Group Research

The Newbie Guide to Net Promoter Score

AskNicely

That’s where Net Promoter Score (NPS) comes in. The second step is to ask them why they chose that score, without leading them in any direction – because this is the only way to get honest feedback that you can respond to immediately.

Ask Abby Nicely #2: What’s a Good Net Promoter Score?

AskNicely

In fact, one of the most common questions I get is around what makes a good net promoter score. So, what is a good net promoter score, anyway? Who doesn’t want a 70+ Net Promoter Score right out of the gate?

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S.

How SafetyCulture Drives Word of Mouth with Net Promoter Score

AskNicely

Word of mouth is critical to SafetyCulture, and to make sure the company was actually delivering what customers were asking for, the team decided to measure its Net Promoter Score (NPS). Every 15 seconds, one worker dies and 160 are injured somewhere in the world.

How SafetyCulture Drives Word of Mouth with Net Promoter Score

AskNicely

Word of mouth is critical to SafetyCulture, and to make sure the company was actually delivering what customers were asking for, the team decided to measure its Net Promoter Score (NPS). Every 15 seconds, one worker dies and 160 are injured somewhere in the world.

Promoting Net Promoter Scores

Customer Interactions

March has been a busy month as my latest project is drawing to a close, just as a number of new projects are opening up! The project just about to close was kicked off in Q4 of 2011 with a customer that has been using NICE Fizzback for around 18 months. Their Customer Experience performance had started to plateau and they required some re-energising. The customer engaged with the NICE Fizzback Transformation team and we set about scoping a project, defining some targets and setting out our plans.