Lumoa

SEPTEMBER 16, 2022

Net Promoter Score in a nutshell. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Recent findings show that NPS is one of the top 3 customer experience metrics used by CX programs.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

Thematic

OCTOBER 8, 2018

Do you measure transactional Net Promoter Score (NPS)? Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. Understand customer priorities and find insights.

Net Promoter Score 59

Net Promoter Score Telecommunications NPS Measurement 59

Second to None

AUGUST 9, 2018

One recent example happened in the telecommunications industry. Because they were basically the only option for customers, many cable providers managed to maintain consistent profit levels and customer retention rates even though their customer service and satisfaction scores were increasingly dropping.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

SurveySensum

JUNE 24, 2019

Lately, a study has been revealed that customers are likely to pay more for a telecom operator based on service over price. What is Net Promoter Score (NPS)? Furthermore, in today’s era, listening to the voice of customers (VOC) has become a key differentiator. But why it’s crucial?

Net Promoter Score 40

Net Promoter Score Feedback Industry NPS 40

PeopleMetrics

DECEMBER 5, 2017

You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!

Company 117

Company Net Promoter Score Hospitality CEM 117

Second to None

FEBRUARY 15, 2019

So, what are the most popular customer experience KPIs across the board? According to Lumoa’s “The State of the Customer Experience” survey, these are the top six in descending order [1]. Net Promoter Score (NPS). What is it?

Customer Experience 78

Customer Experience Effort Score NPS Net Promoter Score 78

SurveySparrow

MARCH 21, 2023

It is typically measured with the help of surveys that customers receive after buying your product or interacting with a support agent. If your CSAT scores are high, it means that you are able to meet or surpass customer expectations. #2. NPS= (% of Promoters) – (% of Detractors).

B2B 52

B2B Customer Journeys Customer Experience B2C 52