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
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 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 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
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
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. 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
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
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. MORE
After a couple of prompted button pushes to enter scores I get the chance to provide […]. Best Practices Customer Feedback Net Promoter ScoreAfter spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. 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
In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. The post 4 Steps to Monetized Net Promoter® appeared first on CustomerGauge. 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
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
Net Promoter Score Related Topics Michel Falcon Experience
SEPTEMBER 22, 2016
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
Vision Critical
NOVEMBER 10, 2016
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.
Promoter.io
JUNE 9, 2016
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
StellaService
JUNE 9, 2017
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.
CustomerGauge
JANUARY 15, 2016
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.
Genroe
FEBRUARY 20, 2017
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.
Experience Matters
JUNE 21, 2016
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
LiveChat
OCTOBER 21, 2016
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.
Customer Interactions
MAY 12, 2016
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
Tema Frank
JULY 6, 2015
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
Help.com
DECEMBER 10, 2014
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?
CSM Magazine
APRIL 27, 2017
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).
Amity
JULY 4, 2017
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.
Experience Matters
OCTOBER 11, 2016
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 […].
Experience Matters
OCTOBER 21, 2014
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.
Pretium Solutions
MARCH 11, 2012
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!
Tema Frank
FEBRUARY 12, 2015
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!
Pretium Solutions
APRIL 2, 2012
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?
Experience Matters
JULY 9, 2015
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
Pretium Solutions
FEBRUARY 28, 2012
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.
Amity
OCTOBER 26, 2016
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.
Win the Customer
FEBRUARY 10, 2015
Net Promoter Score (NPS) is a powerful customer feedback method that can enable you to improve customer service results and enhance customer experiences.
Customer Bliss
APRIL 11, 2017
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.
ShepHyken
JANUARY 17, 2017
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?”
Experience Matters
JULY 10, 2017
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
Genroe
FEBRUARY 15, 2017
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
Heart of the Customer
JULY 6, 2017
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.
CX Journey
MARCH 24, 2016
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).
Tema Frank
OCTOBER 21, 2016
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.”
Vision Critical
MARCH 23, 2017
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
Waypoint Group
APRIL 14, 2017
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
Clarabridge
APRIL 26, 2017
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.
ijgolding
MAY 9, 2017
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.
Genroe
JULY 17, 2017
After a couple of prompted button pushes to enter scores I get the chance to provide […]. Best Practices Customer Feedback Net Promoter ScoreAfter spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe.
CX Chronicle
AUGUST 3, 2012
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.
CustomerGauge
JULY 18, 2017
In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. The post 4 Steps to Monetized Net Promoter® appeared first on CustomerGauge.
ijgolding
APRIL 15, 2015
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. […].
ShepHyken
APRIL 11, 2017
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.
Think Customers
NOVEMBER 2, 2015
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
Feedback
NOVEMBER 13, 2016
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.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
23 
Let's personalize your content