SurveySensum

JUNE 9, 2023

You got your product delivered just 10 minutes before and now you’ve received an NPS survey asking about your likelihood to recommend the product. Net Promoter Score (NPS) Surveys Net Promoter Score (NPS) surveys are the widely used survey to gauge customer loyalty on an 11-point scale. Why NPS Surveys?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Effort Score Insurance 52

Pointillist

SEPTEMBER 26, 2018

A lot of CX professionals will admit to measuring customer experience but taking no concrete action from the data collected. Net Promoter Score ® (NPS ® ), in particular, has gained a lot of prominence in the last decade. There are a number of ways in which you can utilize customer experience metrics for product development.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

Pointillist

MARCH 20, 2020

Let’s dive into the first category of these customer journey analytics examples. The CX team needs to understand why the current service repair micro-journey results in a decrease in NPS. When a customer calls the care center and schedules a repair visit, their baseline NPS is 14.7. For these “No Shows,” NPS drops to 14.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), and ultimately—to be right.

2015 97

2015 Multi-Channel 2014 CEM 97