PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

NPS 82

NPS Measurement CEM 2001 82

PeopleMetrics

JUNE 29, 2020

Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” visit to retail store, hotel, customer home, etc.).

CEM 121

CEM NPS 2001 Hotels 121

PeopleMetrics

JUNE 17, 2020

NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Goals usually include either overall customer satisfaction or NPS. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

NOVEMBER 22, 2019

This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Get creative to get people on board.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

MARCH 26, 2018

The experience that your customers have as they're providing feedback affects their NPS score going forward in the same way that your other touchpoints, like your website or call center, affect NPS. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

PeopleMetrics

JULY 24, 2019

Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Perhaps employees should focus on something other than NPS ? There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. And what about your basic survey health?

CEM 61

CEM 2001 Hotels NPS 61