In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. MORE

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. MORE

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 […]. MORE

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. MORE

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

This post is the distillation of that 10 years of Net Promoter Score® implementation experience with organisations of different sizes and shapes. The post Executive Insight: The 7 Proven Net Promoter® Success Factors appeared first on Genroe. Best Practices Customer Feedback Net Promoter ScoreWe’ve been helping companies use NPS® for more than 10 years. MORE

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! MORE

It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? It’s derived by subtracting Detractors from Promoters. The percentage of those that responded with a 9 or a 10 rating would be added together and called Promoters. That is 50% Promoters minus 25% Detractors giving us a 25% NPS. MORE

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. MORE

As important as overall satisfaction, value for price paid, intent to return, and a dozen other indicators of performance are, if I had to choose one, I’d choose net promoter score (NPS). Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. customer customer experience Fred Reicheld KPI metrics net promoter score The Ultimate Question MORE

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. MORE

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? MORE

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 MORE

Is your Net Promoter survey looking for truth so your company can improve? Customer Engagement Metrics Net Promoter (NPS) B2B b2b metrics Net Promoter net promoter score NPS Response Rate MORE

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? MORE

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. MORE

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. MORE

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 MORE

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. MORE

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? MORE

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 MORE

Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. In a recent blog post, Net Promoter Score and Customer Feedback Consultant Adam Ramshaw outlines some ways to set targets for NPS surveys. MORE

CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […]. MORE

Which brings me to the Net Promoter Score (NPS) methodology. What is the Net Promoter Score and System? What is Net Promoter Score? Positive customer feedback and a high Net Promoter Score equals happy customers and higher profits. MORE

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! MORE

Is Rewarding Executives on Net Promoter Score (NPS) a Mistake? So on the surface, this sounds like a smart thing: “Medibank boss Craig Drummond has flagged moves to factor the company’s net promoter score (NPS) in the creation of short-term incentives for senior executives.” MORE

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. MORE

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 MORE

Adam Dorrell on How to Monetize the Net Promoter Score. How do you use the Net Promoter Score® to retain your customers? The score is nice to know, but what does it mean to your business? Low scores require attention in a timely manner. MORE

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. MORE

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 MORE

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). MORE

Blog Featured Airline industry Customer experience Net Promoter Score United Airlines MORE

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 MORE

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?” MORE

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 MORE

proved to be so powerful in predicting customer behavior and customer loyalty that the question became known as Net Promoter Score and served as a key growth indicator for leaders. Customer Engagement Customer Experience Customer Loyalty Customer Service customer behavior customer loyalty Net promoter score Satmetrix the ultimate question MORE

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. MORE

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 MORE

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 MORE

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. MORE

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). MORE

Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores. Just because your published score is 45 and your competitors is 35, it does not guarantee that customers perceive you to be better than them. MORE