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.

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?

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Trending Sources

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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The New Standard: Why Employee Obsession Matters

Score (NPS). The range for NPS is -100 to +100, and in our first survey, our score. The Correlation Between Employee NPS & Performance 3. Promoter Score (NPS) framework asks, “On a scale of zero to ten, how likely are you to recommend [brand name] to a friend or family.

The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter?

Waypoint Group

The post The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter? Customer Engagement Loyalty Research Metrics Net Promoter (NPS) customer churn customer success NPS response ratesCool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there can be dangerous unknowns lurking that put renewals and account health at risk.”

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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.

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.

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?

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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.

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How SaaS Companies Can Benefit from NPS Measurement

LiveChat

That’s why NPS is like a salvation for the SaaS industries. Although NPS was originally created before the existence of SaaS products, it’s a perfect fit for this type of offering. NPS represents the single biggest growth opportunity that exists today for SaaS companies.

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NPS isn’t really about recommendation

Ian Williams

Afterall, the NPS question reads: “How likely would you be to recommend our service to a friend or family member?”. NPS certainly isn’t always a reliable predictor of recommendation behaviour. Arguably, we practitioners should be able to use the company’s NPS score as a measure to predict the likely word of mouth factor to apply to new customer acquisitions, possibly as part of a CLV (Customer Lifetime Value) calculation. So why is NPS so popular?

NPS® Leadership Excellence at Areas USA

CustomerGauge

The post NPS® Leadership Excellence at Areas USA appeared first on CustomerGauge. Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ.

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Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it

Waypoint Group

The post Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it appeared first on Waypoint Group. Customer Engagement Metrics Net Promoter (NPS) B2B b2b metrics Net Promoter net promoter score NPS Response Rate

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How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. In the early days of NPS, it “hadn’t passed the CFO test.”

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.

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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.

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NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?

CX Journey

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). NPS was specifically developed to measure customer loyalty.

Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes

Michel Falcon Experience

The post Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes appeared first on Michel Falcon. In this video, I explain how Net Promoter Score isn’t properly being used within organizations.

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

ijgolding

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ In practice, NPS is more commonly used by marketing departments than operations departments.

How Much Can NPS Improve?

Waypoint Group

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program? Is that even the right question — is measuring and providing incentives for NPS the optimal approach?

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Net Promoter® News: SAP, Securus Technologies and NPS Targets

CustomerGauge

Today’s Net Promoter® News will, as always, feature the inspiring stories of prosperous companies around the world, who have mastered the NPS methodology and enjoy positive business results. News NPS NPS News SAP

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My Latest 9 Recommendations For NPS

Experience Matters

We study 100’s of companies that use Net Promoter® Score (NPS®) and work with dozens of others that are in different stages of NPS deployment. We also publish one of the most comprehensive annual NPS benchmark studies. This gives us a unique view on how organizations use this popular customer experience metric. Every year or so, after […]. Customer Connectedness Customer experience Net Promoter

Why Marketing Automation Doesn’t Work for NPS

Promoter.io

The post Why Marketing Automation Doesn’t Work for NPS appeared first on Promoter.io I was at an event the other night with one of my kids. The organization that hosted the event had hired a magician to perform for a room full of 8- 10 year olds. The guy was kind of a hack, but did well by a child’s standards. One of the tricks he performed was […]. Featured Net Promoter Online Marketing

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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

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. The problem with NPS surveys. NPS doesn’t consider the entire customer journey and how a customer’s experience and expectations may change with every interaction.

Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B

Waypoint Group

But few are able reap the financial rewards associated with improving their NPS. We know that business thrives with more Promoters and fewer Detractors, so why is an improvement in NPS so difficult in B2B? Lessons Learned Net Promoter (NPS) B2B NPS

The Ultimate Guide to Setting Up the Perfect SaaS NPS Campaign

Promoter.io

As I’ve said before, if you’re not seeing at least a 10x return on the cost of measuring NPS, you’re doing it the wrong way. The post The Ultimate Guide to Setting Up the Perfect SaaS NPS Campaign appeared first on Promoter.io

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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.

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

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.”

How Chime Grew Customer Love Through Timely NPS Tracking

Promoter.io

Timing is a critical factor to consider when measuring NPS. The post How Chime Grew Customer Love Through Timely NPS Tracking appeared first on Promoter.io If you send your survey too soon, the feedback you receive may only reflect your customers’ limited perspective at the time. If you send your survey too late (or too infrequently), you may miss your opportunity to address a customer’s concern before they churn. This […].

Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. It also includes the summary NPS scores from 2014.

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How to make NPS and Customer Experience Surveys More Useful

Clarabridge

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.

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.

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The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017

CustomerGauge

Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.

How NPS Impacts Every Department In Your Company

Promoter.io

The post How NPS Impacts Every Department In Your Company appeared first on Promoter.io Back in the old’n days, when business took place over the phone instead of email, people worked in actual offices. And by office, I mean individual spaces that had walls, a door and sometimes even a window or two. Not everyone had these special places, but enough to where the size and location of your […]. Featured General Net Promoter

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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.

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NPS Is a Profit Center — Treat It Like One

Promoter.io

The post NPS Is a Profit Center — Treat It Like One appeared first on Promoter.io Managing cash-flow in today’s world can be a difficult thing to do. It seems like there are a thousand products/platforms/services that everybody “needs” to be using and the budget for these tools is getting increasingly squeezed. You might be using Buffer, Mention and BuzzSumo for social, Intercom and Attribution, CrazyEgg and KISSmetrics, LeadPages and VWO. […].

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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