2024 Effort Score Net Promoter Score 
InMoment XI
NOVEMBER 21, 2024
As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. It also keeps you in the loop regarding competitor behavior to help you further refine your marketing efforts. Low scores highlight customers at risk of churning, making it necessary to retain them.
InMoment XI
NOVEMBER 22, 2024
This feedback supports brand reputation management efforts, attracting high-quality prospects. Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
OCTOBER 31, 2024
Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective. A low score indicates obstacles or sub-optimal structures that make it difficult for agents to achieve their goals. Just like with AHT, though, a low score doesn’t necessarily indicate good performance.
InMoment XI
OCTOBER 30, 2024
As a result, good customer experiences enhance an insurer’s brand reputation management efforts. Customer Satisfaction Score (CSAT): Evaluates customer satisfaction with specific interactions like filing a claim or talking to customer support. Accessed 10/17/2024. Accessed 10/17/2024. Accessed 10/17/2024.
InMoment XI
DECEMBER 10, 2024
It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. Identify At-Risk Customers Knowing who is likely to leave helps you optimize your churn reduction efforts. Accessed 12/09/2024. Accessed 12/09/2024. Accessed 12/09/2024.
ECXO
MARCH 6, 2025
It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Without this high-level oversight, CX efforts can stall or get deprioritized amid competing initiatives and people resistance for change.
InMoment XI
DECEMBER 17, 2024
Even marketing professionals have successfully led CX operations efforts. Theyll need to convince a range of departmentsnot just the customer-facing onesjust how vital these efforts are to the company’s long-term success. link] Accessed 12/17/2024. link] Accessed 12/17/2024. References McKinsey & Company.
Expert insights. Personalized for you.
195 
Let's personalize your content