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?

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.

Trending Sources

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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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.

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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.

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.

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.”

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.

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?

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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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.

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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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.

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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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.

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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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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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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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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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.”

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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

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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

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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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

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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.

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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.

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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

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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.

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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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: 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

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This Well Known Investor Thought NPS Was Dumb. He Was (self-admittedly) Wrong.

Promoter.io

Track NPS as a core, monthly metric. The post This Well Known Investor Thought NPS Was Dumb. Last week, Jason Lemkin, founder, investor and considered by many to be the Godfather of SaaS, said the following: “I was wrong. Share it with everyone. And importantly — use it for a cross-functional discussion across Sales, Support, Customer Success, Marketing, Engineering, and Product. It’s the one metric […]. He Was (self-admittedly) Wrong. appeared first on Promoter.io

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How We’re Going to Predict the 2016 Election Using NPS

Promoter.io

Predicting the election using NPS® … sounds crazy, right? The post How We’re Going to Predict the 2016 Election Using NPS appeared first on Promoter.io We actually think it’s the most sane and reasonable option that exists today. But, before we get to how we’re doing it, let’s discuss why. About two weeks ago, six of us at Promoter were having a discussion about politics. More specifically, about the current race […].

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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 […].

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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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