Experience Matters

JUNE 16, 2015

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? See our VoC/NPS resource page , which includes great resources for creating a successful NPS program.

Report 120

Report Net Promoter Score Wireless Airlines 120

TechSee

MAY 1, 2022

Customer Referral Rate shows how many customers promote your company by referrals to friends or colleagues. Net promoter score (NPS) takes a wider view and offers deeper insight into overall customer loyalty to the organization rather than as an indication of satisfaction with specific touchpoints or problem areas.

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

Guavus

JUNE 23, 2022

“The reason the carriers would like to get rid of old legacy tech is to free up that wireless spectrum,” said Ian Fogg , vice president of analysis at mobile analytics firm OpenSignal. As we discussed in the last blog post, voice experience is a key driver of Net Promoter Score (NPS).

Net Promoter Score 98

Net Promoter Score Analytics Wireless NPS 98

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. During the interview, we discuss several questions including: IS MEASURING NPS WORTH DOING?

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Pointillist

JANUARY 19, 2022

Measuring customer experience with Voice of the Customer metrics, such as Net Promoter Score (NPS) ® , is considered a best practice for companies of any size. Last year, 41% of companies said they capture improvements in metrics like NPS or satisfaction, but can’t translate that into revenue or costs.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Qualtrics

JANUARY 3, 2020

consumer industries: Airlines, auto dealers, banks, car rentals, computers, credit cards, fast food, groceries, health insurance, hotels, insurance, investments, Internet/TV service, parcel services, retailers, software, streaming media, TVs & appliances, utilities, and wireless.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

Tricia Morris

FEBRUARY 26, 2016

Leveraging data from cases has enabled service to provide direct input into product and service changes resulting in increased sales and increased customer satisfaction – and a Net Promoter Score (NPS) increase of 50 percent.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Guavus

JANUARY 16, 2020

The Net Promoter Score (NPS) system that most operators use to determine aggregate customer satisfaction levels is woefully uninformative in terms of what customers are actually experiencing with any given service at any particular time. The ultimate goal is for analytics to identify issues and automatically fix them.

Customer Centricity 64

Customer Centricity Wireless Analytics Net Promoter Score 64

Guavus

JULY 10, 2018

Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. All of this leads to proactive and insightful customer service which translates to happier customers, higher customer satisfaction, higher Net Promoter Scores (NPS) and less churn.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

PeopleMetrics

JANUARY 12, 2015

To become NPS Olympians. Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors. A decline in Client Engagement, NPS or Satisfaction?

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

Pointillist

OCTOBER 22, 2018

Take for example the Net Promoter Score ® , which is a popular CX metric that captures your customers’ happiness by asking how likely they are to recommend your product or company to others. But simply knowing your overall Net Promoter Score won’t tell you why you are receiving it or, more importantly, how to improve it.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

PeopleMetrics

DECEMBER 19, 2014

For example, we’ll conduct Wows and Woes studies to dive into a client’s Net Promoter Score (NPS) or Customer Satisfaction. That leads to learning why customers choose to promote brands, and what is interfering with positive experiences?

Data 83

Data How To Net Promoter Score Wireless 83

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc.,

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Bob Hayes

JANUARY 26, 2015

NPS), overall satisfaction and CX ratings of important customer touch points (e.g., In the second study, as part of a customer relationship survey, I solicited responses from customers of wireless service providers (B2C sample). product quality, customer service).

B2C 40

B2C B2B Wireless Metrics 40