GetFeedback

FEBRUARY 17, 2020

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. NPS is a key indicator of customer loyalty.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

GetFeedback

OCTOBER 22, 2018

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. Below is an example of an NPS survey I created with GetFeedback—give it a whirl.

Customer Retention 225

Customer Retention Net Promoter Score Effort Score NPS 225

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results.

NPS 199

NPS Net Promoter Score Reference Feedback 199

GetFeedback

DECEMBER 11, 2018

Identify Your Detractors with Net Promoter Score ® (NPS ® ). NPS surveys determine customer loyalty by asking on a scale of 1-10, “ How likely are you to recommend us?” Measuring your NPS score will give you a clear view of your current state of customer loyalty.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

ShepHyken

FEBRUARY 22, 2019

They permit product returns with no questions asked, even without a receipt. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken. It’s a great way to eliminate the chance of buyers remorse. I could write a book just about my Trader Joe’s customer experience!

Blog 108

Blog Hotels B2C Loyalty 108

Daniel Group

APRIL 18, 2024

In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. Here’s what we learned: NPS and Overall Satisfaction Correlation We correlated the NPS ® (Net Promoter Score) and Overall Satisfaction (1-10 scale). The communication question is a powerful driver of CX performance.

Communication 98

Communication NPS Net Promoter Score 2008 98

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. The real answer to the second question might surprise you. Read Shep’s latest Forbes Article: How Effective Is Net Promoter Score (NPS)? Shep Hyken.

Customer Satisfaction 123

Customer Satisfaction Blog Net Promoter Score Loyalty 123

GetFeedback

JUNE 22, 2019

Really, writing a survey question is just another type of storytelling. You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. What is Net Promoter Score (NPS)? Remember that your NPS survey represents a valuable customer loyalty metric.

NPS 304

NPS Net Promoter Score Feedback Brands 304

Feedbackly

NOVEMBER 17, 2022

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. Switch to Emotional Value Index (EVI®) while keeping NPS close.

NPS 98

NPS Net Promoter Score Touchpoint Metrics 98

SurveySparrow

DECEMBER 28, 2023

When it comes to feedback metrics, CSAT vs NPS has been a long-running battle. In this blog, we will look into the different aspects of CSAT and NPS in terms of meaning, elements, measurement, assessment, and all you need to know about the two. CSAT vs NPS: A Table of Comparison So, shall we begin? It goes a step further.

NPS 52

NPS Measurement Net Promoter Score Feedback 52

Wootric

DECEMBER 21, 2018

These three questions will start the right conversations to choose the perfect NPS software for your company. We’ve also provided a total of 8 major questions in our free e-book, as well as a link to a handy spreadsheet to keep track of everything in this process. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. It’s not a question of “if” but “when” Customer Success becomes the top performing department in SaaS organizations.

2020 98

2020 Blog 2021 Chief Customer Officer 98

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. Breaking Down the Ultimate Question: NPS. ChurnZero Resource.

2018 49

2018 Blog Net Promoter Score Social Media 49

ShepHyken

MAY 15, 2023

The Missing Link: Connecting NPS Programs to Financial Success by Amitayu Basu (LinkedIn Pulse) Customer experience (#cx ) and Net Promoter Score (#nps) have become key indicators for businesses to measure customer satisfaction and loyalty. I’ve also included many articles about NPS in this weekly roundup.

Article 64

Article Net Promoter Score Customer Service 2023 64

SurveySparrow

FEBRUARY 7, 2024

This is precisely why this topic needed a blog! In the healthcare industry, NPS is like a satisfaction rating. The core question is, “How likely would you recommend our healthcare services?” ️ Here’s how it works: Healthcare NPS Measurement It’s simpler than it sounds.

Net Promoter Score 52

Net Promoter Score Healthcare NPS Feedback 52

SurveySparrow

DECEMBER 25, 2023

You might also know about transactional NPS and relational NPS. Maybe you might get clarity by the end of this blog as you learn about the meaning, importance, benefits, and best practices to enhance transactional NPS. What is Transactional NPS? You can consider SurveySparrow’s NPS software for this.

Net Promoter Score 52

Net Promoter Score Insights NPS Touchpoint 52

Totango

JULY 6, 2021

In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. Net Promoter Score (NPS). Another important loyalty KPI is Net Promoter Score (NPS). Unlike NPS, CLI doesn’t have a standard scale. Customer Loyalty Index (CLI). How likely are you to buy from us again?

Loyalty 111

Loyalty Net Promoter Score Measurement NPS 111

SurveySparrow

DECEMBER 24, 2023

In this blog, we will look into all you need to know about a CX survey, including its importance, types, and best practices to follow. Transactional Surveys Transactional surveys are versatile and can incorporate NPS, CSAT, and CES. NPS, CSAT, and CES can be integrated periodically for a comprehensive view. But how do we do it?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year.

2014 76

2014 Metrics Net Promoter Score Blog 76

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. This blog will look into five NPS alternatives and why you should use them. But first… What is NPS? Net Promoter Score (NPS) is like a report card for your business.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. Now, every employee can ask relevant questions and receive detailed, real-time answers directly from customer voices, no matter where the feedback is given.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Retently

NOVEMBER 17, 2023

NPS goes beyond traditional marketing metrics, offering a clear and actionable snapshot of customer satisfaction and brand perception. If you’re preparing to start a growth-focused marketing campaign, one of your first steps should be to carry out an NPS survey.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.

CEM 121

CEM NPS 2001 Hotels 121

Feedbackly

JANUARY 5, 2023

What is NPS? The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?” How to calculate NPS?

Net Promoter Score 98

Net Promoter Score NPS Metrics Feedback 98

SurveySensum

AUGUST 2, 2023

In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. Question Type Whom to Send the Survey? Customer Support Satisfaction Survey Questions: How satisfied are you with the support you received? But fear not!

B2B 52

B2B Customer Experience Touchpoint NPS 52

Lumoa

JANUARY 2, 2023

In This Article: What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)? What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)? What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)? But what is the difference between tNPS and NPS?

Net Promoter Score 83

Net Promoter Score NPS Events Customer Satisfaction 83

Feedbackly

MAY 16, 2024

The first question is always the Emotional Value Index (EVI®) question: “How did doing business with us make you feel today?” Emotional experience gives us more information than, for example, NPS, about how our customers perceive the service they receive from us at different touchpoints.

Insights 105

Insights Touchpoint Retail Measurement 105

Daniel Group

NOVEMBER 30, 2022

Fred Reichheld, author of Winning on Purpose, and the creator of the Net Promoter System, speaks to attendees about how to implement NPS the right way. Fred Reichheld is the developer of the Net Promoter System (NPS)® and was an early advocate of the importance of customer experience to a company’s growth.

2022 98

2022 NPS Net Promoter Score Presentation 98

Lumoa

AUGUST 8, 2023

Categories of question to Ask in Your Survey When creating surveys, it’s important to ask the right questions. Crafting the right questions is the key to unlocking meaningful insights from your customer feedback. Let’s check out the types of questions that can supercharge your VoC surveys.

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers.

NPS 103

NPS 2022 Net Promoter Score Multi-Channel 103

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.

NPS 83

NPS Net Promoter Score Banking CEM 83

Feedbackly

SEPTEMBER 22, 2023

When it comes to KPIs, the list is long, with C-SAT, EVI®, NPS, and CES dominating the realm. Here, metrics like EVI®, NPS, and customer retention are essential. Metrics like C-SAT, NPS, and CES give you numerical data to help you gain a good overview of customer satisfaction, loyalty, and effort. But do you need everything?

Net Promoter Score 98

Net Promoter Score NPS Measurement Metrics 98

ShepHyken

MAY 26, 2017

Net Promoter Score (NPS). Based on responses to the question: “ How likely is it that you would recommend our brand to your friends and family? ” In order to measure customer satisfaction, customers are asked to rate a question/set of questions based on their level of satisfaction. appeared first on Shep Hyken.

Metrics 91

Metrics Net Promoter Score Blog Effort Score 91

ShepHyken

JULY 6, 2018

Here are just some of the things you may choose to focus on: NPS (Net Promoter Scores). By placing the rules and relevant information in a public place you’ll minimize time spent answering questions and clearing up confusion. The post Guest Blog: Using Sales Contests to Lift Customer Experience appeared first on Shep Hyken.

Sales 71

Sales Blog Net Promoter Score Customer Experience 71

ShepHyken

FEBRUARY 18, 2024

My Comment: This is an article I recently wrote for Enghouse Interactive’s blog. Ask These Questions To Better Understand Your Subscriber Satisfaction Score by Shep Hyken (Calix) The Net Promoter Score℠ (NPS®) has become one of the most popular ways for companies to measure customer satisfaction.

2024 60

2024 Article Customer Service Net Promoter Score 60

Lumoa

JANUARY 3, 2023

Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy. Additionally, testing survey questions beforehand to ensure they make sense is important before asking respondents to answer them.

Metrics 157

Metrics NPS Touchpoint Effort Score 157