InMoment XI

OCTOBER 10, 2022

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal , 2005).

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple).

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

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. 2006; Gruca & Rego, 2005). NPS Background.

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. 2006; Gruca & Rego, 2005). NPS Background.

NPS 86

NPS Net Promoter Score Data Loyalty 86

Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. Success in training is measured by participation, not by a real increase in skills. Similar findings have been published over the years.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. The chart below shows the NPS score for 12 months for each client in this group vs. the rate of issues for each one. Following are some things we have learned.

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. The chart below shows the NPS score for 12 months for each client in this group vs. the rate of issues for each one. Following are some things we have learned.

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52