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. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

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.

Net Promoter Score 109

Net Promoter Score 2016 NPS Loyalty 109

Lumoa

FEBRUARY 9, 2023

Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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.

Net Promoter Score 53

Net Promoter Score 2017 NPS Insurance 53

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Lumoa

MARCH 20, 2018

Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. What metrics should you follow?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Experience Matters

SEPTEMBER 11, 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. We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017.

2017 106

2017 NPS Net Promoter Score B2B 106