How to Calculate Your Net Promoter Score (NPS)


NPS calculation formula and interpretation of data. Articles

NPS vs. Social Media For Market Research


One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram.


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Transactional NPS (tNPS)


Learn why transactional NPS surveys are valuable for your business and when it’s appropriate to use them. Guides

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NPS question guide


Everything you need to know about the NPS question, its history, and how to use it. Guides

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Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

Net Promoter Score®, or NPS, measures customer experience and predicts business growth. But we should do this instead of worrying about a good NPS score. According to NPS’s own website, respondents to NPS-based surveys are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. The post Do This Instead of Worrying About a Good NPS Score appeared first on Steve DiGioia and was written by Steve DiGioia.

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Master Net Promoter Score (NPS) in one month


Become an NPS expert with our comprehensive 4-week email course. Tools

Why NPS Isn't Enough


When it arrived nearly 20 years ago, the Net Promoter Score (NPS) was revolutionary in its simplicity. Because of its simplicity, the NPS has become a foundational metric for measuring CX. customer experience industry CX research NPS cx metrics

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What Is NPS Analysis? [101 Guide]


The post What Is NPS Analysis? Glossary NPS surveys101 Guide] appeared first on Keatext.

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The Value of CX: Why We Need To Start Talking About NPS Again


Customer Experience NPS CXA Q&A with Crystal Miceli, Vice President and Head of Product Management.

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7 Questions Every Company Must Ask When Building an NPS Program

As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.

How to Leverage Employee NPS (eNPS)


Why employee NPS surveys are valuable for your business and how they can help provide an accurate measurement of employee satisfaction. Guides

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NPS: Using It Correctly

InMoment XI

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. Since that time, many companies have adopted this measure. View Article

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NPS Benchmarks for 2018: How Do You Compare?


“What is a Good NPS Score?” ” NPS Benchmarks. Is it just about “what is a good NPS score?” Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. Traditionally, NPS was viewed as a boardroom-only metric. What is your NPS Score? Best NPS Benchmarks Are a Result of NPS Best Practices. We see NPS as a catalyst for growth every day.

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Why NPS is not enough?


Ah, the NPS! Insight customer experience customer feedback Customer journey customer loyalty emotional experience EVI feedbackly NPSThe celebrated KPI was considered phenomenal when it first arrived decades ago. You might be familiar with it too. The Net.

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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Is NPS A Dubious Fad?

Experience Matters

Every few years someone ignites the debate about whether Net Promoter Score® (NPS®) is a great or terrible thing. Before I share that post, I also suggest you take a look at these: CX Myth #4: Net Promoter Score Is The Best/Worst Metric My Latest 9 Recommendations For NPS Below is the 2015 post, Is Net Promoter Score A Read More. The post Is NPS A Dubious Fad? Okay, it’s that time again.

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NPS®: The pros and cons


An overview of the benefits and limitations of using the Net Promoter Score. Articles

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Complete Guide to NPS: The Ultimate Question


A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. What is a Net Promoter Score (NPS)? The NPS itself is a numerical value derived from the answers to this question. How Do I Calculate My NPS?

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Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

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Ask the Experts: Conversational AI Automation Step-by-Step

Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction

Everyone knows they need to implement conversational AI to automate more calls and chats, but there’s just one problem: conversations with machines aren’t easy. Join the interactive session where Purchasing Power’s Tiffany Anderson will detail the nitty-gritty on how they automated 25% of their call volume that used to be handled by live agents which lowered costs by 20% and increased NPS by 13%.

AskNicely NPS Software Now Available on the Salesforce AppExchange


announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Now you can comprehensively handle NPS feedback data in Salesforce with AskNicely. AskNicely NPS software empowers teams with customer feedback on any screen: Salesforce (with full NPS dashboard, leaderboard, text analytics and reporting capabilities), mobile app (iOS and Android) and TV dashboard. AskNicely, Inc.

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Automated NPS for Salesforce


This playbook is designed to help you set up your Automated NPS program and integrate it with Salesforce. It provides. Guides

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Measure Customer Loyalty With NPS in Salesforce


The reasons you should use NPS, and our three pillars for improving your NPS program with the GetFeedback Salesforce integration. Articles

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Top 5 Ways to Improve Your Net Promoter Score (NPS)


Here are the top five ways to increase your NPS scores: 1. Save time and energy by integrating your NPS with your CRM. The more ways you can use NPS to listen and respond the better your results will become. Get the most out of your NPS Program by using these five tips. We wrote the book on NPS. The post Top 5 Ways to Improve Your Net Promoter Score (NPS) appeared first on Net Promoter Score from AskNicely.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Top 10 NPS Survey Templates To Measure Customer Loyalty Faster

Zonka Feedback

NPS NPS SurveysThe relationship between businesses and their customers has evolved with time.

What is NPS: the Concept and Formula


You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty. The NPS survey.

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NPS: Using It Correctly

InMoment XI

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. Since that time, many companies have adopted this measure. View Article. General

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NPS Surveys: Not Just For Customer Success Anymore


Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. Often marketing is the next department concerned with NPS. What if I told you that companies who include a more holistic approach to their NPS—and take action on it—are more than twice as likely to have greater than 100% growth and net negative churn? NPS Strategy Requires a Team Effort. Departments Using NPS. NPS For Product.

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How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

AEGON – NPS Measurements in Realtime

InMoment XI

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.

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Stat Testing for NPS Scores

InMoment XI

Applying statistical testing for NPS can be confusing. In this way, it will be easier to understand what’s going on with stat testing of NPS scores. The Issue with NPS The. In this post, we’ll define the problem, break down the mechanics of how to solve it, and avoid math equations to keep things conceptual. View Article. General

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Six Best NPS Software Solutions for 2022


The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? What Is NPS Software?

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NPS® Follow Up Emails

Zonka Feedback

But do all the companies utilize the advantages of measuring NPS®? NPS® is a CX metric that measures Customer Loyalty with a brand or an organization. Follow-up NPS® emails are necessary to know the reason behind the ratings given by the customers. Nearly.

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Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

How to use the Net Promoter Score® (NPS®) metric


Simplifying CX YouTube series video on how to use the NPS metric. Videos