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: 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.

Trending Sources

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.”

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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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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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?

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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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

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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.

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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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.

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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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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.

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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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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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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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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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

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.

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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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Measuring Customer Loyalty: Is the NPS Still Relevant?

Jacada

In a world where your competition is only one click away, customer loyalty is crucial for staying relevant in any industry and profitable.

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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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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.

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

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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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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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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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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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5 Reasons Why Net Promoter Programs Fail

CustomerGauge

In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. But, there are many other NPS […]. Blog Featured NPS best practices NPS fails NPS worst practices

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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.

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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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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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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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What’s Your NPS? A Quick Guide to the Net Promoter Score

CSM Magazine

Learn more about the NPS system in this quick guide. There is a way, and it’s known as net promoter score (NPS). The NPS is an excellent tool for measuring satisfaction and loyalty among both regular customers and those that only utilise products and services occasionally.

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New Research: Customer Effort Score Debunked, NPS® Vindicated

Genroe

NPS Is an Effective Predictor of Customer Retention. 2007b), monitoring NPS does not seem to be wrong in most industries. Our findings indicate that the NPS is an effective predictor of customer retention, though the top-2-box customer satisfaction is slightly better overall.

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Has NPS Won the Ultimate Battle of the Metrics?

MaritzCX

“How likely is it that you would recommend this company to a friend or colleague?” In the last decade, this one question has provoked a long-standing debate between business executives, looking for the ultimate method to measure customer satisfaction, and researchers, who believe that that there is no substance to these methods. In the Red. View Article

Are Your New Customer NPS Scores Low? Here’s Why

Heart of the Customer

The post Are Your New Customer NPS Scores Low? It’s not unusual for new customers to have lower scores than expected—but it can seem counterintuitive. After all, they just selected your company – why are they so low?

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What's the Difference Between NPS and Customer Engagement?

PeopleMetrics

Net Promoter Score (often abbreviated as NPS) is a measure of a customer’s likelihood of recommending you to another person or company. In our last post, we covered the difference between customer satisfaction and customer effort score.

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