Consumer Brands NPS® Benchmarks

CustomerGauge

Want to know how Tesla Motors got an NPS of 97? Or why Starbucks is leading the fast food consumer brands NPS chart? How about why Apple’s MacBook’s NPS is 76 two years in a row? The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge.

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The Technology Industry NPS® Benchmarks

CustomerGauge

The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. Blog Featured Net Promoter benchmarks Net Promoter News News NPS Technology Industry

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NPS: Using It Correctly

MaritzCX

Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience.

NPS 158

NPS and the Digital Transformation of CX

CustomerGauge

The post NPS and the Digital Transformation of CX appeared first on CustomerGauge. Blog Customer Experience Digital transformation Featured NPS Customer experience cxHas anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life?

NPS 129

Financial Services CX Trends and NPS® Benchmarks

CustomerGauge

The average NPS® score for the financial services sector sits at 34, whereas industries like technology and consumer brands are above with […]. The post Financial Services CX Trends and NPS® Benchmarks appeared first on CustomerGauge.

Is NPS Right For Your B2B Company?

Waypoint Group

NPS can be quite controversial. I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions.

NPS 52

Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems.

NPS 73

NPS and Text Analytics—Customer Feedback Decoded

CustomerGauge

The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge. Analysis Blog Churn Featured analytics NPS root cause analysis text analysisSo…you’ve surveyed your customer base and now you have a ton of feedback.

NPS 115

How to Measure Customer Experience: CSat, NPS and More

Comm100

The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction. Net Promoter Score (NPS). NPS can offer insight over the longer term, unlike the CSat score.

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AEGON – NPS Measurements in Realtime

MaritzCX

Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.

NPS 116

To NPS, or Not to NPS?

Waypoint Group

A prospective client recently posed this question: My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we can better connect it to our bonus plan. The post To NPS, or Not to NPS?

NPS 56

Net Promoter News: Nokia, Vodacom, Jabong, Top NPS Scores

CustomerGauge

The post Net Promoter News: Nokia, Vodacom, Jabong, Top NPS Scores appeared first on CustomerGauge. Blog Featured Net Promoter News NPS net promoter news NPS News

NPS 108

Using Monetized NPS® to Growth Hack Customer Retention

CustomerGauge

The post Using Monetized NPS® to Growth Hack Customer Retention appeared first on CustomerGauge. Blog Featured Growth Hacking NPS customer retention growthPeter Drucker, a legendary business icon, once famously wrote that the purpose of any business is to “create and keep a customer.”

CX & NPS® Trends for 2020 – Influencers Edition

CustomerGauge

In order to keep customer satisfaction and loyalty to a high standard, NPS® has […]. The post CX & NPS® Trends for 2020 – Influencers Edition appeared first on CustomerGauge. Customer Experience NPS Trends cxOver the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it.

NPS 78

Take a Look in the Mirror—with NPS® SWOT

CustomerGauge

The post Take a Look in the Mirror—with NPS® SWOT appeared first on CustomerGauge. Blog Featured NPS SWOT

NPS 91

Colt Proves NPS® is More Than Just a Number

CustomerGauge

The post Colt Proves NPS® is More Than Just a Number appeared first on CustomerGauge. Interview NPS retention Testimonials colt group interview

NPS 94

HPE Software : Moving NPS® Beyond “Just A Metric” [Interview]

CustomerGauge

CustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews. The post HPE Software : Moving NPS® Beyond “Just A Metric” [Interview] appeared first on CustomerGauge. Blog Featured Interview loyalty NPS NPS 101 retention surveys interview NPS basics

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The Do's and Don'ts of NPS [Infographic]

Amity

For those of you who might be new to this, NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” DO Bring emotion into your health score equation with NPS.

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Kick Start and Optimize Your NPS for 2017

CustomerGauge

How often do you keep your New Year’s resolution? Come on, be honest! Did you really exercise four times a week this year? Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 96

Net Promoter News: Slack, ING Groep, Optus, and a Case for NPS

CustomerGauge

Slack is one of the fastest growing workplace softwares at the moment—and that’s thanks in large part to a number of factors, include their use of NPS®. […]. The post Net Promoter News: Slack, ING Groep, Optus, and a Case for NPS appeared first on CustomerGauge.

NPS 99

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. What is NPS? Cheryl Pasquale reviews the latest NPS reports at Charles Schwab each day. This is a guest post from our friends at Typeform.

Make Your NPS® Program “Team-Oriented”

CustomerGauge

The post Make Your NPS® Program “Team-Oriented” appeared first on CustomerGauge. Providing a consistent customer experience (CX) is hard work. Getting everyone in your organization to run the same race is harder.

NPS 91

How to launch NPS nicely

AskNicely

Guess where your Net Promoter Score (NPS) launch falls? The actual roll out can be as simple as signing up and logging in to an account, but the rest of the business needs to be ready to support NPS if you’re hoping for more than the score. A higher-than-industry-average NPS score.

NPS 62

Monetized Net Promoter®—Tying Revenue to NPS®

CustomerGauge

The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge. In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop.

NPS 101

What Can Brands With Low NPS Learn From The Top Performing In Their Industry?

CustomerGauge

The post What Can Brands With Low NPS Learn From The Top Performing In Their Industry? Customer Experience Net Promoter benchmarks Net Promoter News NPS

NPS 113

Behind the Curtain: How We Use NPS to Grow Promoter

Promoter.io

Every company, big and small, are now seeing that NPS is one of the most important measurements for their business. In just the past two years, organic search for NPS related terms has increased by over 100%. Net Promoter Startup Journey nps

NPS 83

Has Your Brand Adopted The NPS Philosophy?

Second to None

A brand’s NPS is the quantifiable number of how likely a consumer will recommend your product to their family or friends. Organizations can capture this data by implementing the NPS philosophy within their survey feedback program. In fact, brands that have embraced the NPS philosophy have experienced a 50% increase in customers over six months at a 98% retention rate.[1] Ultimately, NPS success requires appropriate action based on the feedback provided by these questions.

Why NPS® is a growth-focused KPI

CustomerGauge

We explain how using NPS as a KPI can create a more accurate picture of your company’s health. Why NPS works. NPS gives you real-time insights to help you avoid revenue loss. How to use NPS as a KPI. Others choose to use NPS as a case resolution KPI.

NPS 78

The problem with customer satisfaction surveys—according to the inventor of NPS

Vision Critical

In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.” Two big disadvantages of NPS scores. The even bigger issue with NPS.

NPS 195

Great way to increase your B2B NPS/Customer Survey Response Rates

Waypoint Group

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” The post Great way to increase your B2B NPS/Customer Survey Response Rates appeared first on Waypoint Group.

NPS 52

CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More

CustomerGauge

The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge. Inundated with too much news this month? No problem—we’ve got you covered.

eBook 101

A Statistical Exercise, NPS is Not

Promoter.io

With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results.

Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters

CustomerGauge

Apple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features. The post Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters appeared first on CustomerGauge. Net Promoter benchmarks Net Promoter News News NPS apple airpods benchmarking RentReportersAmong many were their wireless headphones Apple now calls AirPods.

NPS 60

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. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? NPS is no magic bullet!

Looking for NPS in all the Wrong Places

AskNicely

Like many other Customer Success leaders, I have tried to use NPS to gather insight into customer sentiment for years. Most of us know the benefits of good NPS, we all know the math behind it, but very few of us know exactly how to make it successful. . The Five-Second NPS Refresher.

NPS 62

NPS In the Field: Q&A With Industry Expert Pam Goodfellow

SurveyGizmo

Not only do we share our own NPS on a weekly basis at our company meetings, but we find avenues (such as here in our blog) to write further about it. . RELATED : Check out our most recent infographic to learn more about the 2017 NPS Leaders by Industry.]. MF: Can you change the number of options in the NPS question? . For more details on the NPS specifically: [link]. MF: How reliable is NPS? MF: What is a good NPS score?

NPS 51

Customer Success Meetup – QBRs, NPS® & Growth

CustomerGauge

What We Learned… Only a few CSMs had regular contact with their customers on an ongoing basis Around half used NPS […]. The post Customer Success Meetup – QBRs, NPS® & Growth appeared first on CustomerGauge. Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended.

NPS 72