Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Gartner published some compelling statistics about the benefits of tracking and lowering the customer effort: Higher Net Promoter Scores.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

AskNicely

JUNE 18, 2015

Live chat was the revolution of 2010; customer support platforms rose in popularity in 2013, and we’re due for a new customer service revolution. 2015 is the year of the Net Promoter Score (NPS). ’ and gives the receiver the option to rate their likelihood from 1 to 10.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

inQuba

APRIL 24, 2022

In December 2003, Fred Reichheld, the developer of the Net Promoter Score (NPS) measurement system, published “The One Number You Need to Grow” 1 in the Harvard Business Review (HBR). went on to advise many companies on the benefits of implementing the Net Promoter system, and how to use it.

Net Promoter Score 52

Net Promoter Score Omni-Channel Customer Journeys NPS 52

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 120

Net Promoter Score Effort Score Contact Center Omni-Channel 120

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Avaya

OCTOBER 10, 2016

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Raising an NPS isn’t easy. Not surprisingly, as our AQI started to go up, so did our NPS.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

InMoment XI

SEPTEMBER 25, 2024

The Net Promoter Score (NPS) is an essential measurement for the company. By teaming with InMoment, Tough Mudder is able to report Net Promoter Scores and review participant feedback within a week of every event. million global participants.

Data 195

Data Social Media Net Promoter Score Analysis 195

Thematic

JANUARY 16, 2025

They used Thematic to tackle their Touchpoint Net Promoter Score (tNPS) across customer-facing teams. Smith & Smith , a vehicle glass repair company in New Zealand, used Thematic to categorize customer themes and connect them to Net Promoter Scores (NPS). Data growth worldwide 2010-2028. 

Analytics 62

Analytics Data Net Promoter Score Analysis 62

ijgolding

FEBRUARY 26, 2019

Guy Letts led customer service at a FTSE 100 company before founding CustomerSure in 2010. Choose software which places more emphasis on features that help you action feedback, rather than on features which help you collect it, because it’s the follow-up not the measurement that delivers the value. My book, ‘Customer What?

Feedback 214

Feedback Financial Company Customer Journeys 214

Hello Customer

JANUARY 6, 2022

After all, a score remains just a score if you don't know what drives it. With the publishing of an HBR article titled Stop Trying to Delight Your Customers in 2010, the Customer Effort Score gained traction. Customer Effort Score in comparison to other CX metrics. Net Promoter Score (NPS).

Effort Score 98

Effort Score Net Promoter Score Touchpoint Metrics 98

Customer Bliss

APRIL 26, 2016

Consult an old post of mine from 2010 on essential customer service metrics for more, or another deep dive from Client Heartbeat in 2014. 19:53: One of the initial metrics the customer room provides is NPS, or net promoter score. At 3:22, a discussion about organizational alignment for customer growth begins. .”

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Retently

NOVEMBER 21, 2018

But back in 2010, the company – while quite big – was still working on building its brand to make it more popular. Setting up a loyalty program based on rewards – it makes it easier to identify promoters in the long run. 9-10 – Promoters. And, of course, reward and acknowledge their contributions.

Examples 111

Examples Company Strategy Marketing 111

Retently

FEBRUARY 27, 2019

Send out customer satisfaction surveys – NPS and CSAT. We recommend NPS over CSAT, a one-question survey that inquires on the likelihood of recommendation to friends or colleagues on a 0-10 scale. You can calculate your NPS score by subtracting the percentage of Detractors from the percentage of Promoters.

Social Media 111

Social Media NPS Omni-Channel Effort Score 111

ClearAction

DECEMBER 11, 2016

CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. 2 ClearAction Business-to-Business Customer Experience Management Best Practices Study , 2010-2013. Every one of the strings and keys must be in-sync, no exceptions. 1 They’re all parts of a whole. Image purchased under license from Shutterstock.

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

SurveySensum

OCTOBER 1, 2024

Net Promoter Score (NPS) What It Is: NPS is an industry favorite that helps assess customer loyalty by asking how likely the customers are to recommend your product or service. Detractors are the ones that give you a score between (0-6). Is Your NPS on the Right Track? increase in upsell revenue.

Customer Satisfaction 52

Customer Satisfaction Metrics Effort Score Net Promoter Score 52

CSM Magazine

MAY 10, 2018

According to a study published by the Harvard Business Review in 2010, providing short tutorials to new customers can alone bring down churn by as much as six percent. One of the most reliable metric is NPS (Net Promoter Score). There are multiple ways to measure the impact of customer onboarding on satisfaction.

Net Promoter Score 40

Net Promoter Score NPS Customer Satisfaction Video 40

Confirmit

OCTOBER 30, 2018

Between 2010 and 2013, the insurer’s Net Promoter® Score (NPS) rose from 52.7 Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Management now relies on an automated alert system. Renewal rate change increased by nearly 3%.

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

Feedbackly

SEPTEMBER 17, 2018

While there are many KPI’s used to measure customer experience, we often turn to customer satisfaction (% of customers who are ‘satisfied’ based on predetermined criteria), and NPS (Net Promoter Score).

Customer Journeys 53

Customer Journeys Customer Experience Net Promoter Score Feedback 53

InteractionMetrics

JUNE 19, 2023

The CX Era The emergence of the Net Promoter Score in 2003 created a simplified system of brand “detractors” and brand “promoters” who rank a company on a scale of 0 to 10. Although NPS remains controversial, it has undoubtedly impacted the CX discipline significantly.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

NobelBiz

FEBRUARY 22, 2023

In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! Customer satisfaction (CSAT), net promoter score (NPS), and customer retention rate are now the 3 key performance indicators for customer experience.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! Customer satisfaction (CSAT), net promoter score (NPS), and customer retention rate are now the 3 key performance indicators for customer experience.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

ProProfs Chat

AUGUST 28, 2020

Take your NPS results, for example. Doing this gives you an exact score of customer loyalty. You can then refer to the previous results to know whether your customer loyalty score has increased or decreased. Now that you have a general idea of your results, you can then form a plan of action to improve your Net Promoter Score.

Survey 105

Survey Data Net Promoter Score How To 105

ProProfs Chat

AUGUST 28, 2020

Take your NPS results, for example. Doing this gives you an exact score of customer loyalty. You can then refer to the previous results to know whether your customer loyalty score has increased or decreased. Now that you have a general idea of your results, you can then form a plan of action to improve your Net Promoter Score.

Survey 52

Survey Data Net Promoter Score How To 52

Lumoa

JUNE 28, 2018

The Net Promoter Score (NPS) is the metric #1 when it comes to Customer Experience Management at HubSpot (here’s why you might also want to implement NPS ), yet Customer Effort Score (CES) or Customer Satisfaction Score (CSAT) are frequently used as well. What are the themes of their comments?

Customer Centricity 150

Customer Centricity Culture Strategy NPS 150