Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

AskNicely

AUGUST 29, 2018

Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Traditionally, NPS was viewed as a boardroom-only metric.

NPS 150

NPS Net Promoter Score Metrics Culture 150

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 317

System Effort Score NPS Net Promoter Score 317

Customer Bliss

APRIL 11, 2017

In 2003, he had lunch with Scott Cook, the founder of Intuit. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Oracle

APRIL 19, 2019

Success in customer experience is notoriously difficult to measure—there are many metrics to choose from, trends in what to measure come and go, and determining which metrics are impactful can be confusing. I have three metrics to recommend, they’re simple but critical to running a successful customer experience-focused company.

Metrics 84

Metrics Net Promoter Score Customer Experience Measurement 84

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important? How can you improve your NPS?

NPS 195

NPS Net Promoter Score Industry How To 195

Lumoa

MARCH 24, 2022

The reason for this is that you have all your performance metrics readily available, which allows you to perform specific calculations. Net Promoter Score (NPS) Net Promoter Score surveys first emerged in 2003 and they are a simple, yet effective way to assess your customers’ collective sentiment. the answer is not that simple.

Survey 195

Survey CEM Net Promoter Score Effort Score 195

Alida

MARCH 23, 2017

As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. Looking beyond traditional customer experience (CX) metrics. By relying on traditional customer experience metrics like NPS, telecom leaders are not getting the whole picture, or actionable solutions.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Alida

MAY 11, 2016

In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.” “The instant we have a technology to minimize surveys, I’m the first one on that bandwagon,” Reichheld told Bloomberg.

NPS 177

NPS Customer Satisfaction Survey Net Promoter Score 177

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Why measuring customer experience metrics matter. Other metrics to measure.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

AskNicely

AUGUST 15, 2018

Since its introduction in 2003, this simple metric has become the go-to way of measuring loyalty with study after study showing its worth. Therefore, feeling ownership on a personal level is important. The best way to determine your social capital from a customer happiness perspective is through NPS. How do you calculate your NPS?

Net Promoter Score 150

Net Promoter Score NPS How To Study 150

mopinion

OCTOBER 18, 2021

The infamous marketing metric, the NPS, or net promoter score, is about to celebrate its 20th anniversary. In 2003, Reichheld, Bain & Company and Satmetrix Systems wrote about the metric in the Harvard Business Review. Sounds […].

NPS 85

NPS Net Promoter Score Metrics System 85

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. Customer Satisfaction Metrics: What For? Enter “customer satisfaction metrics.” 5 Customer Satisfaction Metrics You Need to Track. Net Promoter Score.

Customer Satisfaction 146

Customer Satisfaction Metrics Net Promoter Score Effort Score 146

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. It complements other CX metrics but is less likely to stand alone.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Team Support

AUGUST 26, 2020

Established by Bain & Company in 2003 , it’s based on the response to a simple but powerful question, “ How likely are you to recommend us to a friend or colleague?” Track trends and service issues to get to the root cause and identifying areas where more training or coaching is needed.

Report 98

Report B2B Net Promoter Score Data 98

Help Scout

MAY 14, 2021

was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music. has used Help Scout to easily visualize their customer success metrics and set data-backed expectations with reports. But what does this actually mean? Our number one core value is user first.

Effort Score 111

Effort Score Metrics Report Customers 111

Retently

JULY 2, 2018

Wouldn’t it be convenient if there was a metric that you could use to assess that? In this article we’re going to dive into the basics of Net Promoter Score® (NPS®) — a metric used to assess how loyal your customers are and how likely they are to recommend your company to their personal and professional network.

Net Promoter Score 147

Net Promoter Score NPS Customer Satisfaction Survey 147

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. is the only loyalty metric companies need to grow their company.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. is the only loyalty metric companies need to grow their company.

NPS 86

NPS Net Promoter Score Data Loyalty 86

Steve DiGioia

SEPTEMBER 9, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. As important as overall satisfaction, value for price paid, intent to return, and a dozen other performance indicators are, if I had to choose one, I’d choose net promoter score (NPS).

Customer Service 100

Customer Service Net Promoter Score NPS Hotels 100

ReviewTrackers

SEPTEMBER 29, 2019

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. Customer Satisfaction Metrics: What For? Enter “customer satisfaction metrics.” 5 Customer Satisfaction Metrics You Need to Track. Net Promoter Score.

Customer Satisfaction 50

Customer Satisfaction Metrics Net Promoter Score Effort Score 50

Support EXP

MARCH 1, 2022

Since its introduction in 2003, something of a cottage industry has sprung up around attacking the Net Promoter Score®. While the author of that article proposes a metric that is more representative of actual consumer behavior, she still recommends following up with open-ended questions about why someone recommended (or disparaged) a brand.

NPS 52

NPS Metrics Net Promoter Score Comparison 52

COPC

MAY 19, 2023

However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics. Since 2003 NPS has grown in popularity. Many clients use multiple metrics to measure customer satisfaction. Comparing these metrics, I consistently observe a strong correlation among all three.

NPS 70

NPS Net Promoter Score Effort Score Metrics 70

Provide Support

MARCH 11, 2020

Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations. © 2003 - 2017 Provide Support LLC. Many companies utilize email as a way of getting insights into the marketing activities’ success. Read more. Published in Provide Support Blog , 2020.

Feedback 67

Feedback How To Survey Customer Satisfaction 67

Magellan Solutions

AUGUST 12, 2021

How BPO Philippines improve this metric for SMEs. This is the gold standard metric to measure customer experience and assess customer loyalty. This is the gold standard metric to measure customer experience and assess customer loyalty. Why is NPS among the popular customer survey metrics ? These are the following: Phone.

Metrics 52

Metrics Net Promoter Score NPS Call Center 52

Happy or Not

APRIL 13, 2023

What is NPS and how it works NPS is often held up as the gold standard customer experience metric. First developed in 2003 by Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived by their customers.

Net Promoter Score 69

Net Promoter Score NPS Customer Satisfaction Measurement 69

CCO Council

JUNE 24, 2014

Recommendation : CEOs should expect the CCO to provide, in addition to intermediate metrics, quantifiable impact on revenue and profits, and ensure the systems are in place to properly track the CCO''s contribution. While growing steadily from fewer than 30 in 2003, CCOs are the newest, and by far the smallest, component of the C-suite.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage B2C 85

ShepHyken

APRIL 30, 2018

Lumoa) The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We Asked 30 CX Influencers if They Would Recommend the Net Promoter System by Anna Pogrebniak. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla.

Net Promoter Score 86

Net Promoter Score Customer Service Self Service NPS 86

ProProfs Chat

FEBRUARY 18, 2019

Created in 2003 by Fred Reichheld, Bain & Co. in collaboration with Satmetrix, NPS is a metric to measure customer loyalty. As I’ve mentioned in my previous article, NPS success is not determined by the metric itself, but by the process. Net Promoter Score. If you do, you have another target to beat.

NPS 82

NPS Net Promoter Score Loyalty Sales 82

Gold Research

JANUARY 1, 2020

NPS has proven to be the most common metric for measuring customer loyalty since its introduction in 2003 by Bain & Company and SatMetrix. Once a company starts measuring it, the natural question is how to improve it – especially when compensation is tied to the measurement target.

NPS 52

NPS Customer Journeys Measurement Loyalty 52

Forrester's Customer Insights

APRIL 11, 2019

In 2003, Fred Reichheld, who was by then a partner at Bain & Company, introduced a way of measuring how well an organization treats its customers. This metric also assessed how well a firm generates relationships worthy of loyalty. Sixteen years later, most business people recognize this metric as the Net Promoter Score™.

Net Promoter Score 47

Net Promoter Score Customer Engagement Engagement Marketing 47

ProProfs Chat

MARCH 26, 2020

If you are reading this blog, you might already have an idea about NPS( Net Promoter Score), a highly used customer satisfaction metric. This article will help you understand why you need a Net Promoter Score (NPS) survey software to make the most of this metric. This crucial business metric first developed by Fred Reichheld in 1992.

Net Promoter Score 93

Net Promoter Score NPS Software Company 93

SurveySensum

SEPTEMBER 23, 2019

Net Promoter Score (NPS) is not just a metric but an indicator of brand success and has a direct relation with Customer Experience (CX). While the net promoter score question itself is as old as 2003, the rise in data analysis and machine learning are quickly scaling up the applications of NPS as a key business indicator of customer success.

Net Promoter Score 72

Net Promoter Score NPS Examples Survey 72

Eptica

NOVEMBER 12, 2019

Often the metric of choice is the Net Promoter Score ( NPS ). Introduced in 2003 in a Harvard Business Review article titled “ The One Number You Need to Grow , the NPS has become an important business metric. As with all metrics, NPS is very good for doing a single job well - in this case measuring topline satisfaction.

NPS 74

NPS Net Promoter Score Metrics Airlines 74

delighted

MARCH 16, 2021

Some say Net Promoter Score (NPS) is the “gold standard” customer experience metric, while others debate its merits, citing its simplistic formula. All in all, it is an indicator that provides an overall metric for monitoring improvements in a product, service, or organization. So what is NPS?

Net Promoter Score 98

Net Promoter Score NPS Management Metrics 98

NetBase

JANUARY 8, 2019

And it offers trend analysis and metrics that matter. There were 5 exabytes of information created between the dawn of civilization through 2003, but that much information is now created every 2 days.” – Eric Schmidt, Google. It helps brands capture relevant insight, while zooming past the distracting noise.

Social Media 91

Social Media Analysis Brands Measurement 91

Provide Support

APRIL 7, 2020

© 2003 - 2017 Provide Support LLC. With Provide Support live chat statistics tool you can easily track how many chats your live chats agents get, how fast they respond and how many chats they miss. (.). Read more. Published in Provide Support Blog , 2020. Permalink | No comment.

Measurement 59

Measurement Customer Service How To Customers 59