GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. Our advice for leveraging your NPS data included two action items. First, map your NPS survey data to each step of the customer journey.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Experience Matters

OCTOBER 13, 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. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

InMoment XI

MARCH 14, 2023

But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. We did a cross-correlation with NPS and what has the most uplift in “loyalty,” which is a term I hate because it can change quickly depending on how you react and respond.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

CSM Practice

FEBRUARY 24, 2020

6. Net Promoter Score (NPS). Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. When considered in context with other customer success performance metrics, NPS score can provide tangible insight to access your customer success team’s effectiveness.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Experience Matters

APRIL 24, 2015

NPS ® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it. If you are interested in NPS, then you should visit our VoC/NPS Resource Page , which includes benchmark data.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Avaya

OCTOBER 10, 2016

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Raising an NPS isn’t easy. Not surprisingly, as our AQI started to go up, so did our NPS. How did we do it?

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

CSM Practice

FEBRUARY 24, 2020

6. Net Promoter Score (NPS). Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. When considered in context with other customer success performance metrics, NPS score can provide tangible insight to access your customer success team’s effectiveness.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

6. Net Promoter Score (NPS). Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. When considered in context with other customer success performance metrics, NPS score can provide tangible insight to access your customer success team’s effectiveness.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. To hear more about how RICOH accomplished their impressive climb in NPS score, be sure to attend our webinar next month.

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Michel Falcon Experience

AUGUST 13, 2014

This is part of the reason why the Net Promoter Score (NPS) has become popular among companies of all sizes. As you can see, they also use NPS. They were asking dozens of questions with NPS being one of them. It’s 2014 and I still see physical customer survey boxes. Not keeping the customer survey lean.

Net Promoter Score 147

Net Promoter Score NPS Telecommunications Feedback 147

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 As part of that effort we launched our NPS program, and we started to put together what is now called ‘Customer Voice’ where we gather all the feedback from all the different sources and aggregate it to identify trends. Our growth has been crazy!

Customer Success 129

Customer Success 2014 NPS Metrics 129

delighted

OCTOBER 22, 2019

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. For instance, high NPS scores positively correlate to customer retention, referral acquisition, and strong brand awareness. But first, let’s take a quick look at how NPS is measured.

Net Promoter Score 41

Net Promoter Score NPS Measurement Feedback 41

inQuba

OCTOBER 17, 2018

This was four years ago in 2014, and while at the time the company was using a global reporting tool that adhered to international standards, it didn’t provide them with the collaborative service recovery mechanisms that they needed, in order to do what was important – recreate customer experiences. The future is online.

Customer Centricity 45

Customer Centricity Net Promoter Score 2014 Retail 45

Chattermill

SEPTEMBER 4, 2018

Through word-of-mouth marketing tracked by NPS. NPS can help identify your brand’s advocates, drive your product roadmap, alert you to customers in danger of churning, and which customers you should approach for stories. Slack CMO (2014-2017), Bill Macaitis. Slack CMO (2014-2017), Bill Macaitis. by Sam Frampton.

Net Promoter Score 40

Net Promoter Score NPS 2014 Advertising 40

Team HGS

FEBRUARY 6, 2018

10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. In fact, 8 in 10 Americans (81%) report that businesses are meeting or exceeding their service expectations, compared to 67% in 2014.

2018 45

2018 White Paper 2014 Contact Center 45

AskNicely

JULY 17, 2018

Founded in 2014, Biteable was created with the mission of providing accessible, affordable video creation for all. Soon their NPS began trending upward, and the ensuing engagement with customers allowed them to naturally identify and activate their advocates. The Business of Helping Customers Tell Stories.

Roadmap 60

Roadmap Customer Centricity Net Promoter Score 2014 60

Promoter.io

JULY 13, 2017

Since opening our proverbial doors in 2014, we’ve been fortunate enough to be supported by a wide array of unique customers, coming from a multitude of industries. The post 7 Alternative Ways to Use NPS appeared first on Promoter.io What […]. What […].

NPS 64

NPS 2014 Blog Customers 64

Experience Matters

DECEMBER 22, 2015

See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. Download report for $195. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74

AskNicely

SEPTEMBER 24, 2018

” AskNicely’s NPS Software achieved #1 in satisfaction ranking (97/100 points) on the Enterprise Feedback Management Grid Report, in addition to #1 scores in: Usability Index (9.22/10). Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences.

Net Promoter Score 60

Net Promoter Score Feedback Management 2018 60

Talkdesk

MAY 15, 2019

But in 2014, I tried something new. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed. Buying a car used to be on the top list of things I did not like to do, mostly because of the pressure from the salespeople.

Contact Center 40

Contact Center Customer Experience 2014 NPS 40

Talkdesk

MAY 15, 2019

But in 2014, I tried something new. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed. Buying a car used to be on the top list of things I did not like to do, mostly because of the pressure from the salespeople.

Contact Center 40

Contact Center Customer Experience 2014 NPS 40

Retently

JUNE 4, 2018

Let’s go beyond generalities and analyze each NPS segment, outlining the best practices in dealing with them. The two extreme ends of the NPS range, Promoters and Detractors, seem fairly straightforward to deal with. Closing the Customer Feedback Loop: Turn Insights into Action. Promoters: show gratitude. Detractors: delight them.

Feedback 60

Feedback Insights Net Promoter Score NPS 60

CSM Practice

FEBRUARY 24, 2020

5. Net Promoter Score (NPS). NPS = Percentage of Promoters – Percentage of Detractors. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. The company was founded in 2014 and is headquartered in Sunnyvale, California. 6. Nature of Support Ticket.

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

CSM Practice

FEBRUARY 24, 2020

5. Net Promoter Score (NPS). NPS = Percentage of Promoters – Percentage of Detractors. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. The company was founded in 2014 and is headquartered in Sunnyvale, California. 6. Nature of Support Ticket.

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

Customer Bliss

APRIL 26, 2016

Consult an old post of mine from 2010 on essential customer service metrics for more, or another deep dive from Client Heartbeat in 2014. 19:53: One of the initial metrics the customer room provides is NPS, or net promoter score. This is important in every industry, but majorly important within insurance, where Margie works.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Customer Bliss

MAY 4, 2017

She eventually was “lured away” by Concur a few years ago; she’s been there since November 2014 as VP of Customer Experience. ” The company did have content and was using NPS. Citrix did some great work at that time on predictive analytics and intentional customer experience, as a side note.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. The 2014 US Consumer Airlines study.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

delighted

JUNE 21, 2019

In 2014, they specifically used NPS surveys to validate an operational change to their shipping process. Tried and true templated customer experience surveys , such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) score, or Customer Effort Score (CES), are a good starting point. Surveying employees is important too.

Feedback 53

Feedback Net Promoter Score NPS 2014 53

ChurnZero

OCTOBER 30, 2020

Abel explains that when G2 captures customer reviews, they ask a Net Promoter Score® (NPS) question which allows them to see every company’s NPS in real time and how it’s trending. “I Abel says he first met Zoom CEO and Founder Eric Yuan in 2014 when they were both in Emergence portfolio. “In How do you counter this?”.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

PeopleMetrics

JANUARY 23, 2015

Culture” took home the prize in 2014. They have journey-mapped, listened socially, text analyzed, base-lined NPS, identified quick wins and big, hairy CX goals. Every year, Merriam-Webster analyzes all of the searches in their online dictionary. The customer experience (CX) space has experienced a similar trend.

Customer Centricity 97

Customer Centricity Culture 2015 2014 97

Customer Guru

MARCH 7, 2018

She has spearheaded the process of implementing NPS and making it the key customer experience metric at Ferns N Petals. Utilising her knowledge and experience in the CX space, Devika spearheaded the CX initiatives at UAE Exchange that helped it to win two Customer Experience Benchmarking Index Awards in 2014.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

Customer Guru

APRIL 5, 2018

Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. Specific CX projects will be approved based on pretty standard metrics, ROI, impact on NPS, Reach, etc., This one’s simple to explain, but works best when it comes from the top.

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. That accomplishment may be somewhat de rigueur these days but my sense is that this might be the extent of it within some organizations.

Customer Experience Professionals 95

Customer Experience Professionals Customer Experience 2014 Customer Centricity 95

Ian Williams

MAY 13, 2016

A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. After all, many companies already regularly ask customers to rate their performance, so why not do the same in return?

2012 91

2012 2014 Customers NPS 91