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. As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. Have questions?

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Net Promoter Score NPS Effort Score Survey 98

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

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. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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. Is NPS faltering?

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Experience Matters

DECEMBER 31, 2015

Report: Net Promoter Score Benchmark Study, 2015. 9 Recommendations For Net Promoter Score (NPS). Report: Tech Vendor NPS Benchmark, 2015 (B2B). Report: ROI of Customer Experience, 2014 (see updated 2015 version ). 10 Customer Experience Factoids from 2014 (Infographic).

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

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

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. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

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. An NPS survey can can achieve response rates over 50% which you can can triage to identify your biggest fans.

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Net Promoter Score How To NPS Tips 150

AskNicely

SEPTEMBER 24, 2018

” AskNicely’s NPS Software achieved #1 in satisfaction ranking (97/100 points) on the Enterprise Feedback Management Grid Report, in addition to #1 scores in: Usability Index (9.22/10). Ease of use, administration, and adoption contribute to a product’s overall Usability score. About AskNicely.

Net Promoter Score 150

Net Promoter Score Software Report Feedback 150

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. Our advice for leveraging your NPS data included two action items. First, map your NPS survey data to each step of the customer journey.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In 3 benefits of NPS.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

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

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. As you can see, they also use NPS. They were asking dozens of questions with NPS being one of them.

Survey 147

Survey Net Promoter Score Case Study NPS 147

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

APRIL 24, 2015

9 Recommendations For Net Promoter ® Score (June 2011). NPS ® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it. 14 Customer Experience Trends for 2014 (The Year of Empathy) (December 2013).

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

Kayako

DECEMBER 6, 2018

Get Survey & NPS Results . If you’re of the opinion asking fewer questions is better, then Net Promoter Score is the way to go. You can email the NPS survey using Survey Monkey or you could serve it as a pop-up on your website. This approach encourages users to rate the chat. Conduct Social Media Polls .

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Feedback Net Promoter Score Survey Effort Score 216

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. But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

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.

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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.

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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. 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

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.

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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.

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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. For instance, high NPS scores positively correlate to customer retention, referral acquisition, and strong brand awareness. What is NPS?

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

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. Poor NPS scores may indicate poor onboarding, education or support playbooks. Passives : 7 – 8 (May recommend your solution).

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

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. To hear more about how RICOH accomplished their impressive climb in NPS score, be sure to attend our webinar next month.

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Net Promoter Score Customer Experience NPS Trends 60

SurveySparrow

JANUARY 24, 2020

Here’s what Bill Macaitis, Slack’s then CMO said about NPS-. I’m a huge believer in NPS. Since its launch in 2014, Slack has been accumulating users in the millions and is considered as the fastest growing business app in all of history. What is NPS? 10 NPS Best Practices. It’s a great gold bar.

NPS 52

NPS Survey Net Promoter Score Insurance 52

Retently

JUNE 4, 2018

“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”. The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Promoters: show gratitude. Fred Reichheld, Bain & Company.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

inQuba

OCTOBER 17, 2018

This was four years ago in 2014, and while at the time the company was using a global reporting tool that adhered to international standards, it didn’t provide them with the collaborative service recovery mechanisms that they needed, in order to do what was important – recreate customer experiences. The future is online.

Customer Centricity 45

Customer Centricity Net Promoter Score Retail NPS 45

Michel Falcon Experience

OCTOBER 21, 2015

I’m a fan of Net Promoter Score (NPS) because I’ve had success with it for years! I understand there are NPS naysayers, but the ones I meet tend to have weak arguments. Do I believe that NPS is the be-all-end-all? NPS is a great way to do so. 4 – Measure Through Metrics. Not at all.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

ChurnZero

OCTOBER 30, 2020

“This builds a bit on the stats Nick shared – that net retention is such a driver of valuation – but I think you can even predict net retention by satisfaction.”. I would argue that’s actually the leading indicator of variables like net retention. There’s much skepticism about NPS being a valid metric to rely on.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

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. Poor NPS scores may indicate poor onboarding, education or support playbooks. Passives : 7 – 8 (May recommend your solution).

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

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. Poor NPS scores may indicate poor onboarding, education or support playbooks. Passives: 7 – 8 (May recommend your solution).

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Chattermill

SEPTEMBER 4, 2018

Through word-of-mouth marketing tracked by NPS. As Andrew Chen writes in an essay on scaling growth if you create experiences that your users love and they engage with your product, you can achieve major “word of mouth” growth driven by a high Net Promoters Score. Slack CMO (2014-2017), Bill Macaitis. The answer.

Net Promoter Score 40

Net Promoter Score NPS Advertising Feedback 40

Avaya

OCTOBER 21, 2016

Today, Avaya’s Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others—hovers around 58, which is considered excellent in almost any industry. The Net Promoter Score for IP Office has been over 70 for the last several quarters.

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Net Promoter Score Multi-Channel NPS Contact Center 40

CSM Practice

FEBRUARY 24, 2020

5. Net Promoter Score (NPS). Net Promoter Score is a widely used metric that quantifies customer satisfaction and loyalty using simple surveys. Promoters: 9 – 10 (Happy to recommend your solution). NPS = Percentage of Promoters – Percentage of Detractors.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52