GetFeedback

SEPTEMBER 20, 2019

Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Net Promoter Score (NPS). NPS is based on the question “How likely is it that you would recommend this company/product/service to a friend or colleague?”

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.

Metrics 219

Metrics Customer Care 2019 Measurement 219

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 172

Metrics Net Promoter Score Customer Experience NPS 172

inQuba

APRIL 24, 2022

In December 2003, Fred Reichheld, the developer of the Net Promoter Score (NPS) measurement system, published “The One Number You Need to Grow” 1 in the Harvard Business Review (HBR). In 2010, the HBR published another compelling piece, “Stop Delighting Your Customers” 2. Customer Journey Management – the next evolution of CX.

Net Promoter Score 52

Net Promoter Score NPS 2003 Measurement 52

Chattermill

JUNE 3, 2019

The company now loses out on all the economic benefits of happy customers, and employee morale dips as they fail to delight customers and knowingly deliver a rubbish experience. An overview of customer experience metrics. Net Promoter Score (NPS). Net Promoter Score (NPS) measures the loyalty of customers to a company.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

delighted

FEBRUARY 22, 2019

In this post, we will help you understand and effectively use the following surveys: Net Promoter Score (NPS) Surveys. Customer Satisfaction (CSAT) Surveys. Customer Effort Score (CES) Surveys. Custom Surveys. Net Promoter Score (NPS) Surveys. Customer Effort Score (CES) Surveys.

Net Promoter Score 57

Net Promoter Score Effort Score NPS Customer Satisfaction 57

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I'm also concerned about a) it's a poor diagnostic, b) it turns a customer's story into a number, and c) that the arguments for Customer Effort Score also have merit. blog linkedin twitter Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135