ijgolding

AUGUST 18, 2014

15th August 2014. CX Review Total Score. I therefore decided to give Enterprise a go for the first time – you are about to start reading what happened using my tried and tested Customer Experience Review format: Accessibility – CX Review Score 8/10. Range/Choice – CX Review Score 9/10. CX Review Score 8/10.

Customer Experience 270

Customer Experience Effort Score Customers Insurance 270

Experience Matters

MARCH 12, 2015

At the other end of the spectrum, 21 st Century was the lowest-rated insurance carrier for the fifth year in a row, scoring 51% and placing 270 th overall. Amica —a newcomer to the Ratings—received the second-lowest score in the insurance industry with a rating of 52% and an overall ranking of 264 th.

Insurance 120

Insurance Industry Effort Score Customer Experience 120

Experience Matters

MARCH 18, 2015

The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined. With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011. In 2014, U.S.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

Experience Matters

MARCH 16, 2015

here are some highlights from the supermarket chains in the ratings: Of the 20 industries we evaluated in the 2015 Temkin Experience Ratings, supermarket chains earned the highest overall score, with an average rating of 79% and took five of the top ten spots. Bi-Lo scored 11.2 points below for emotion.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 19, 2015

in 2014 to 60.0% It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. Overall, scores in this industry ranged from “very poor” to just “okay.” Rental car agencies also increased their average rating in both the success and the effort component.

Effort Score 120

Effort Score Customer Experience Industry Trends 120

Experience Matters

MARCH 12, 2015

TriCare and Kaiser Permanente have been jockeying for the highest score since the Ratings began in 2011, with TriCare earning the top spot in 2011, 2013, and 2015, while Kaiser Permanente came in first in 2012 and 2014. Coventry Health Care scored 39%, making it the lowest-ranked company for the second year in a row.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 120

Experience Matters

MARCH 13, 2015

Samsung earned the highest rating in the major appliances industry, scoring 65%, which put it in 151 st place overall. Fujitsu experienced one of the most dramatic declines in the entire Ratings, dropping 11 percentage-points between 2014 and 2015. below average for effort. percentage-points below average for success and 19.3

Customer Experience 120

Customer Experience Effort Score Industry Customers 120

Experience Matters

MARCH 19, 2015

After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years. percentage points between 2014 in 2015. Best Western (-5) was the only hotel to see a decrease in its ratings between 2014 and 2015.

Hotels 120

Hotels Customer Experience Effort Score Industry 120

Experience Matters

DECEMBER 31, 2015

It’s a pleasure and an honor to be a part of your customer experience efforts, and I look forward to helping you drive even more success next year. Report: Net Promoter Score Benchmark Study, 2015. 9 Recommendations For Net Promoter Score (NPS). Report: ROI of Customer Experience, 2014 (see updated 2015 version ).

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. We surveyed 800 IT decision makers from large companies on the success, effort, and emotion components of their experiences with these IT providers. Download for $695, includes report (.pdf) pdf) and data file (.xls).

Report 120

Report Net Promoter Score Effort Score Innovation 120

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. The Future of Customer Experience in 2014.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Experience Matters

OCTOBER 27, 2015

We found that while most organizations consider their VoC efforts to be successful, less than one-third of organizations actually believe they are good at making changes to the business based on these insights. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

MAY 20, 2015

For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. I decided to showcase the results from the effort component of those ratings. Do you want to the data from the 2015 Temkin Effort Ratings? This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S.

Effort Score 120

Effort Score Airlines Hotels Retail 120

PeopleMetrics

OCTOBER 19, 2015

So lets get started: how should you decide between customer satisfaction and customer effort when evaluating specific interactions with your company? Using the Customer Effort Score. The customer effort score (often abbreviated to CES) is a measure of how much effort a customer expends to accomplish his or her goals.

Effort Score 48

Effort Score Customer Satisfaction Metrics Call Center 48

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. Time & Effort – Minimising customer effort and creating frictionless processes. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But what happens when your NPS score isn’t quite as rocketing as you’d like? So keep reading if you want to get your NPS score back on track and supercharge your CX efforts.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Although it offers many benefits, NPS does have some disadvantages.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

CX Journey

AUGUST 16, 2017

The folks at Forrester have begun to do their own comparisons of the ROI for Leaders and Laggards In 2016, they conducted a six-month research effort that took a look at the relationship between customer experience and superior revenue growth. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Airlines Comparison 142

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities. Download report for $195.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Matters

DECEMBER 22, 2015

This is the fifth year of this study that examines the CX metrics efforts within large companies. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Net Promoter® Score is the most common metric used and customer service is the most common group to have its compensation tied to CX metrics.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. The Aberdeen Group, Omer Minkara, May 2014).

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Vonage

MAY 11, 2016

However, despite our best efforts, we were failing our customers; we were constrained by our system solutions. The technology has enabled us to build solutions that are impressively easy to access and deliver and the results are impressive too… we have the highest employee satisfaction scores in the business with a leap of 9 overall points.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60

ijgolding

MAY 20, 2015

In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In August 2014, I would have given Enterprise a score of 9 or 10 out of 10 if I were to be asked the Net Promoter Score question. Most of all, I TRUSTED them. Lets us fast forward to May 2015.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Matters

MARCH 16, 2015

Temkin Group can certainly help in that area, but we make no promises about what will happen to any company’s scores. We asked consumers to rate three components of the experience, Success, Effort, and Emotion , on a 7-point scale. Why don’t you weight the components (success, effort, emotion)?

Effort Score 120

Effort Score Guidelines Groups Industry 120

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kayako

DECEMBER 6, 2018

Remember not to ask more questions than absolutely necessary in your form and always make the effort to ask the ‘right’ questions as that will ultimately determine the success of your effort. If you’re of the opinion asking fewer questions is better, then Net Promoter Score is the way to go. a) Help Center Article Feedback.

Feedback 173

Feedback Net Promoter Score Survey Effort Score 173

CX Journey

MARCH 17, 2015

I originally wrote today''s post for Confirmit in November 2014. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. This is a great question and one that needs to be addressed early and often in any customer experience management effort.

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 97

Net Promoter Score Company NPS Effort Score 97

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 As part of that effort we launched our NPS program, and we started to put together what is now called ‘Customer Voice’ where we gather all the feedback from all the different sources and aggregate it to identify trends. Our growth has been crazy!

Customer Success 129

Customer Success NPS Metrics Culture 129

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. in 2014, $3.7 And one thing I want to make clear, this is not about improving survey scores or rankings. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. in 2014, $3.7

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. in 2014, $3.7 And one thing I want to make clear, this is not about improving survey scores or rankings. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. in 2014, $3.7

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

ijgolding

NOVEMBER 17, 2016

Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds!

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Daniel Group

DECEMBER 4, 2014

How often how have you been to a service provider and are asked to give a good score on your service experience? The Research Findings: The research results were presented in the March 2014 issue of the Psychology of Marketing. If they feel pressured to give a score you have reduced their choice. 31 (3): 161-170 (March 2014).

Effort Score 55

Effort Score Hotels Study Customers 55

CSM Practice

MAY 22, 2020

There is more individual accountability for performance and CSMs can be enticed to focus their efforts oncore performance objectives. Customer Health Score. If the CSM manages strategic cohorts using a high touch approach, they can be more aggressive with expansion efforts. Number of advocates. Number of bookings.

Customer Success 126

Customer Success Effort Score Metrics Customer Centricity 126

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. 3. Customer Effort Score (CES). 6. Net Promoter Score (NPS). Poor NPS scores may indicate poor onboarding, education or support playbooks.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59