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 98

Net Promoter Score Company NPS Effort Score 98

Wootric CX Blog

MAY 12, 2020

So you’ve been reading up on Net Promoter Score. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. ” Setting up an NPS program?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). Instead of satisfaction, MBUSA wants to delight To measure this objective, MBUSA is changing its metrics to include Net Promoter Score within a basket of other metrics. Related: Customer Effort, Net Promoter, And Thoughts About CX Metrics ).

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

AskNicely

SEPTEMBER 4, 2018

Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences. Thus driving growth by automatically collecting and actioning customer feedback in real time — powered by the Net Promoter Score framework. About AskNicely.

NPS 150

NPS Net Promoter Score Software Touchpoint 150

AskNicely

JULY 17, 2018

Founded in 2014, Biteable was created with the mission of providing accessible, affordable video creation for all. After a trusted advisor suggested they start measuring their Net Promoter Score and formally collecting feedback, Biteable implemented AskNicely. The Business of Helping Customers Tell Stories.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

Experience Matters

DECEMBER 31, 2015

Report: Net Promoter Score Benchmark Study, 2015. 9 Recommendations For Net Promoter Score (NPS). Report: ROI of Customer Experience, 2014 (see updated 2015 version ). 10 Customer Experience Factoids from 2014 (Infographic). Report: 2015 Temkin Experience Ratings. What is Customer Experience?

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

AskNicely

SEPTEMBER 24, 2018

Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences. Thus driving growth by automatically collecting and actioning customer feedback in real time — powered by the Net Promoter Score framework. About AskNicely.

Net Promoter Score 150

Net Promoter Score Software Report Feedback 150

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

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. It also includes the summary NPS scores from 2014.

NPS 120

NPS Net Promoter Score Report B2B 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.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

AskNicely

JULY 26, 2015

COLLECT REGULAR FEEDBACK USING NET PROMOTER SCORE. Implementing a Net Promoter Score (NPS) program in your business brings a host of benefits that help you make your customers happier. So – how do you go about identifying and showcasing your biggest fans?

Net Promoter Score 150

Net Promoter Score How To NPS Tips 150

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. Posts also included results of a few research studies that identified key drivers of business growth, biases in customer metrics and redundancy of Net Promoter Scores. blog posts for 2014 were: Got Empathy? :

Metrics 76

Metrics Net Promoter Score Data NPS 76

Alida

MARCH 21, 2018

Data from key indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) studies only deliver trend line data that is either going up or going down, when what teams need is insight into the key drivers of change at a more granular level. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Kayako

MARCH 14, 2022

Net Promoter Score (NPS). The net promoter score measures how likely a customer recommend your company to family, friends, or colleagues. We calculate the Net Promoter Score by aggregating individual results and measuring the percentage of customers in each group.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. The average score this year, 59%, represents a six percentage-point increase over last year and is the highest score achieved since the ratings’ inception in 2012. This product has a report (.pdf) pdf) and a dataset (excel).

Report 120

Report Net Promoter Score Effort Score Innovation 120

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. In 2014, we realized that our program was getting outdated,” Sansoin told us. Leverage customer feedback.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

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

Michel Falcon Experience

AUGUST 13, 2014

This is part of the reason why the Net Promoter Score (NPS) has become popular among companies of all sizes. SEE ALSO : How to Influence Your Boss to Adopt Net Promoter Score Without Pushback. It’s 2014 and I still see physical customer survey boxes.

Survey 147

Survey Net Promoter Score Case Study NPS 147

Experience Matters

APRIL 24, 2015

14 Customer Experience Trends for 2014 (The Year of Empathy) (December 2013). Net Promoter Score , Net Promoter , and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. Our posts that layout the annual customer experience trends always attract a lot of readers.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

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. A promoter is an advocate of your business.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

Experience Matters

DECEMBER 22, 2015

See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. Download report for $195. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 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

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.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

Kayako

DECEMBER 6, 2018

If you’re of the opinion asking fewer questions is better, then Net Promoter Score is the way to go. This post was originally published on Oct 10, 2014 by Nandini Jammi and updated on Dec, 06, 2018 by Hamzah Tariq. You can email the NPS survey using Survey Monkey or you could serve it as a pop-up on your website.

Feedback 216

Feedback Net Promoter Score Survey Effort Score 216

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

delighted

OCTOBER 22, 2019

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. What is NPS? How is it measured?

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

Retently

AUGUST 22, 2018

In this article, we explore how Net Promoter Score® and data analytics can be used to dig deeper into customer issues and deliver better experiences. The 2014 US Consumer Airlines study. Measure Your Net Promoter Score. Retently makes it easy to measure the NPS score of your brand.

Airlines 74

Airlines Customer Satisfaction NPS Net Promoter Score 74

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction” on Thursday, October 30th, 2014. If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 I couldn’t agree more. 3 Steps to Becoming #1 on Trip Advisor.

ROI 74

ROI Net Promoter Score CEM Conference 74

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

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. What Your Net Promoter Score Isn’t Telling You by Sarah Chambers. Our round up list has grown a bit since last year, and the themes have changed a bit too!

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. I also worry about the plateau/decline (from 76.2 That’s a trend we need to keep an eye on before it goes down more.

Net Promoter Score 60

Net Promoter Score Customer Experience NPS Trends 60

CSM Practice

FEBRUARY 24, 2020

6. Net Promoter Score (NPS). Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ShepHyken

APRIL 18, 2017

For example, with quantitative data you can examine Net Promoter Scores as well as churn rates. About: Amy Downs joined Lifesize in 2014 to evangelize the importance of customers throughout the organization, and ensure that everyone who interacts with the company has a smile on their face.

Net Promoter Score 75

Net Promoter Score Effort Score Customer Retention Loyalty 75

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). As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Experience Matters

APRIL 7, 2015

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. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

APRIL 7, 2016

Customer Satisfaction score to denote the health of the economy. Since 1994, the ACSI score rose from 74.8 by the end of 2014. The scores then show a steady decline across all four quarters last year, ending at 73.4. ACSI uses an overall U.S. in 2013 —and then dropped to 75.2 You can see the whole chart here.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60