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 Survey 82

PeopleMetrics

JUNE 29, 2020

Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. After the NPS Safety question, add an open-end to learn more.

CEM 121

CEM NPS Hotels Survey 121

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.

NPS 70

NPS Net Promoter Score CEM Metrics 70

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 Call Center 86

PeopleMetrics

JUNE 17, 2020

NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Are you measuring these digital experiences and improving them? Goals usually include either overall customer satisfaction or NPS. Has this changed based on recent events? Is this now a digital touchpoint?

CEM 83

CEM Touchpoint NPS Survey 83

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.

CEM 70

CEM Net Promoter Score Video Hotels 70

ShepHyken

FEBRUARY 18, 2024

Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. NPS is a quick way to determine if subscribers are happy—but there is a right and wrong way to ask the question. I was asked to submit an article on NPS (Net Promotor Score).

Customer Service 70

Customer Service Net Promoter Score Loyalty Programs Gamification 70