Study Related Topics 
IntouchInsight
OCTOBER 3, 2022
The 2022 Annual Drive-Thru Study is here! This study was first launched 22 years ago and is the leading industry benchmark for drive-thru performance. It examines how ten of the top quick serve brands rank for key metrics like speed, accuracy, and friendliness.
Kayako
APRIL 12, 2022
Check out these five case studies that will help you improve this process in your business. Join world-class customer support teams like the companies in these case studies using Kayako to deliver exceptional customer experiences.
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Kerry Bodine
OCTOBER 1, 2021
Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions.
SurveyGizmo
AUGUST 21, 2021
Our Panels team is helping many customers run Brand Awareness Studies to enable marketing teams to understand where they stand today and how their advertising and marketing efforts are moving the needle. For this kind of study, you will need a Professional or Full Access account.
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Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.
InMoment XI
AUGUST 2, 2018
MaritzCX clients often ask us “why are our scores on the same question different between these two studies?” We commonly find that mode effects explain the differences, however there are other aspects of research that may be at play, two of which we discuss below: Relationship vs. Transactional Relationship studies are conducted periodically to explore.
Experience Matters
OCTOBER 1, 2018
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More.
Experience Matters
OCTOBER 11, 2016
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].
ModSquad
MARCH 2, 2023
You can learn more about our moderation work with WWP and their Discord community in our recent case study. How the right team can make all the difference. Sometimes, moderation is just moderation. Sometimes it’s more. Our work with the Wounded Warrior Project was not just moderation.
InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.
InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their.
InMoment XI
MARCH 31, 2020
The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media.
Experience Matters
OCTOBER 13, 2015
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Here’s a list of companies included in this study (.pdf).
Selmo
OCTOBER 19, 2022
Case study on how to automate recruitment and close vacancies ahead of schedule. Technology Business Calling Case Study
Advertiser: Vanilla Forums
Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.
inSided
JUNE 27, 2022
Case StudyWhen Ken Aponte first joined CRM software company Copper back in December 2020 as their VP of Customer Success, he noticed one thing: retention wasn’t where it needed to be.
Experience Matters
FEBRUARY 17, 2015
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. This is the fourth year that we’ve released this study (see 2012 study , 2013 study , and 2014 study ). Of the 15 industries measured in the study, construction has the highest level of engaged employees while transportation and warehousing has the lowest.
Experience Matters
OCTOBER 21, 2014
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. Here’s a list of companies included in this study (.pdf). consumers. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries.
InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.
Advertiser: ZoomInfo
As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.
Centriam Customer Experience Lab
JANUARY 25, 2018
Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics
Uniphore
JULY 1, 2021
There have been many studies that document the state of the contact center and the mental health of contact center agents during the pandemic. The post Social Media Study: Stress Hurts Call Center Employees and the Customer Experience appeared first on Jacada.
Experience Matters
SEPTEMBER 16, 2014
We just published a Temkin Group report, Case Studies in Text Analytics. Here’s the executive summary: To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability. Each of these case studies follows a company’s journey as it built out its text analytics capabilities and also shows how each one organized its efforts.
ClientSuccess
JANUARY 26, 2022
Customers can become a crucial part of your outbound content strategy through customer case studies, referrals, marketing opportunities, and more. . The first section of your case study should introduce the customer and share more about their business.
Advertiser: ZoomInfo
As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster. This eBook aims to help B2B sales leaders better understand the five essential features your prospecting solution must include.
BlueOcean
APRIL 11, 2017
The post Improving Customer Access to Tech Support: A Case Study appeared first on. Case StudiesThe Client : A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector. Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront.
InMoment XI
JUNE 27, 2019
2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. Look Who Turned 50! The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences. Automotive manufacturers and OEMs use the NVCS as a road map to modify current. View Article. Automotive
Customer Bliss
SEPTEMBER 28, 2021
Get more case studies, activities, and insights in the book. The post Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait appeared first on Customer Bliss. Can I please ask: what’s with all the old magazines in waiting rooms?
Customer Bliss
FEBRUARY 26, 2020
Build It—Take Action: Pal’s went to school on how to hire by studying their own folks who were thriving. The post Hire People Who Will Make Your Company Unforgettable: A Case Study appeared first on Customer Bliss.
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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.
inSided
JULY 21, 2022
Case StudyLike most industries, the pandemic has reshaped how HR professionals go about their day-to-day lives.
Genroe
JUNE 28, 2018
One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Case Studies and Statistics Net Promoter Score NPS PP: Net Promoter ScoreDemonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.
Blueshift
NOVEMBER 1, 2021
The post Personal Finance Case Study: LendingTree Grows Customer Engagement appeared first on Blueshift. There’s a reason why personal finance is called just that — because, well, it’s personal.
Storyminers
APRIL 24, 2018
The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners. Adaptive Enterprise Case Studies Customer Experience Strategy Great Experiences Service Design Strategy adaptive enterprise business design case study culture hospitality matterport vacasaBusinesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years.
SurveyGizmo
AUGUST 16, 2021
Let’s take a look at longitudinal and cross-sectional studies and when they work best for business. What is the Definition of a Longitudinal Study? A longitudinal study occurs over many touch points across an extended period of time. The Three Kinds of Longitudinal Studies.
InMoment XI
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.
InMoment XI
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.
Experience Matters
OCTOBER 2, 2017
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.
Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker
An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Gain practical tips from case studies featuring leading companies.
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