ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? To drive long-term customer success in your business, follow these 9 VoC best practices in 2025: 1. Book a free demo today to learn more.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

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. NPS surveys help collect feedback from both types of customers. Freshworks.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Why is NPS ® going up or down? Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. What metrics should you follow?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience. A strong NPS indicates a loyal customer base.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

MARCH 22, 2025

Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies. High CSAT scores indicate effective service delivery.

Contact Center 130

Contact Center Management Strategy Call Center 130

PeopleMetrics

FEBRUARY 11, 2025

Imagine walking into your office and seeing not just your current NPS score, but AI-predicted trends and suggested specific actions to improve it. Use AI to scale your communication efforts but keep it human. Get your executive sponsor excited about AI-powered insights.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

ShepHyken

JANUARY 26, 2025

Net Promoter Score (NPS) remains one of the most widely adopted metrics. However, it faces growing criticism, prompting many organizations to favor alternatives like Customer Satisfaction (CSAT) or Customer Effort Score (CES). My Comment: Im a big fan of CX metrics like NPS, CSAT, etc.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

Daniel Group

FEBRUARY 7, 2025

In this blog, I will explore these common pitfalls and provide insights on where to focus your improvement efforts. It is quite interesting and provides ideas on where to focus your CX improvement efforts. We use analytics to help us understand the whys behind the score. How Did We Discover These Five Elements?

Net Promoter Score 52

Net Promoter Score Effort Score NPS Groups 52

SurveySensum

NOVEMBER 26, 2024

Meets Requirements : Qualtrics scored an 8.8 While Medallia scores an 8.7, Ease of Use : Medallia leads with a score of 8.6, Qualtrics scored an 8.3, Ease of Setting Up : Qualtrics scored a 7.4, Medallia scores 7.1, Ease of Administration : Both Qualtrics and Medallia score 7.7, Qualtrics scores 9.3,

Comparison 52

Comparison Effort Score Analysis Self Service 52

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS , market research, etc., Overall Rating: Qualtrics scored 4.4

Comparison 52

Comparison Effort Score Analysis Multi-Channel 52

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

DCX

DECEMBER 29, 2024

Unf*ck Your CX: NPS Is Lying to You The Paper Passport Is Fading: What It Says About Our Future Zero Complaints: The Path to Continuous Value Creation Gamified Fitness: What Whoop Can Teach Us Why it matters: Whoop , the $3.6 What’s wrong with NPS? Stop being basic: Use smarter metrics like customer effort or lifetime value.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Thematic

FEBRUARY 24, 2025

Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

MARCH 2, 2025

With 70% of companies expected to adopt NLP for sentiment analysis by 2025, the future of customer feedback lies in advanced text analytics—and Thematic is leading the way. Customize widgets to track your net promoter score (NPS) , customer satisfaction scores, or other key metrics, and see the impact of your actions over time.

Analytics 62

Analytics Social Media Net Promoter Score Effort Score 62

Kustomer

OCTOBER 7, 2022

Kustomer research indicates that CX professionals believe personalized experiences will be the most important attribute in customer service by 2025. Customer Effort Score (CES): Your customer effort score tracks how much effort your customers feel they have to dedicate toward resolving an issue.

Strategy 107

Strategy Effort Score Net Promoter Score Social Media 107

eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success.

Net Promoter Score 347

Net Promoter Score Effort Score B2B NPS 347

Thematic

JANUARY 16, 2025

In fact, over a third of companies plan to integrate NLP into their strategies by 2025. Think of it as a pair of glasses that lets you see what your customers really want, love, or struggle with—making it a powerful ally in your business intelligence efforts. Higher tNPS scores and happier customers. The result?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Thematic

JANUARY 28, 2025

By 2025, 70% of businesses are expected to use machine learning and natural language processing (NLP) to decode customer sentiment—a critical piece of text analytics. They used Thematic to categorize customer feedback themes linked to NPS, drastically reducing manual work and improving their focus on areas needing attention.

Analytics 62

Analytics Analysis Social Media Effort Score 62

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS , market research, etc., Overall Rating: Qualtrics scored 4.4

Comparison 52

Comparison Effort Score Analysis Multi-Channel 52

Daniel Group

FEBRUARY 7, 2025

In this blog, I will explore these common pitfalls and provide insights on where to focus your improvement efforts. It is quite interesting and provides ideas on where to focus your CX improvement efforts. We use analytics to help us understand the whys behind the score. How Did We Discover These Five Elements?

Net Promoter Score 52

Net Promoter Score Effort Score NPS Groups 52

SurveySensum

DECEMBER 13, 2024

. * Source: TrustRadius , October 28, 2024 Comparison Table of the Best Jotform Alternatives in 2025 A comprehensive list of the best 13 alternatives of Jotform that you can choose as per your requirements. 5 Top 13 Jotform Competitors & Alternatives in 2025 1. 5 Top 13 Jotform Competitors & Alternatives in 2025 1.

e-support 52

e-support Survey Tools Analysis 52

ChurnZero

OCTOBER 30, 2020

In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort. “I This chart looks at the number of Sales and Customer Success positions in the tech market over the last 10 years as well as projections for 2025 and beyond. “We You can see these companies.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Think Customers

JULY 25, 2024

Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. The Inadequacies of NPS NPS is centered on a single question: “How likely are you to recommend us?”

Metrics 40

Metrics Analysis Feedback NPS 40

Thematic

AUGUST 7, 2024

With 175 Zettabytes of data predicted to be generated by 2025 , AI text analytics is a game-changer. Use text analysis software to get deep insights into your NPS. This means you don’t need to spend valuable time and effort manually setting up rules. unitQ focuses on delivering a unique feature called the unitQ score.

Analysis 62

Analysis Tools Effort Score Analytics 62

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.

NPS 445

NPS Net Promoter Score Effort Score Metrics 445

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Survey Tools Customer Experience 52

SmartKarrot

JANUARY 4, 2023

Net promoter score (NPS) is one of those must-have metrics for customer experience. In addition, a positive NPS is always a good indicator of organisational health –your business is growing, there is enough market goodwill, and retention rates are sufficiently high. Yet, in recent years, the use of NPS has come under scrutiny.

Net Promoter Score 10

Net Promoter Score NPS Customer Success Strategy 10

PeopleMetrics

FEBRUARY 6, 2025

NPS), making it clearer where to focus improvement efforts. Historically, some executives viewed VoC as soft dataa collection of surveys and scores that didnt always tie directly to financial performance. The takeaway remains the same in 2025 as it did in 2017: get executive buy-in, or dont bother with VoC.

Leadership 62

Leadership Competitive Advantage Effort Score NPS 62

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. However, as businesses adapt to changing consumer behaviors and expectations, a critical question emerges – ‘ Is NPS still relevant in the ever-changing business environment? ’ Why NPS is Not a Good Metric?

NPS 52

NPS Customer Experience Effort Score Metrics 52

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Otherwise, they won’t engage, and your marketing efforts will simply be more noise they have to contend with.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

SurveySensum

MARCH 21, 2025

Already using HubSpot but also want to launch the NPS program? Now you are stuck between constantly switching between HubSpot and your NPS platform. If this sounds similar then you need an NPS tool that integrates with HubSpot and can make your life a little easier! Now which NPS tools integrate best with HubSpot?

NPS 52

NPS Tools Effort Score Survey 52

SurveySensum

APRIL 14, 2025

A feedback platform that helps you analyze your product from the customers eyes and lands in the successful 5% category, saving you months of effort and brainstorming. Top 10 Product Feedback Tools in 2025 1. A Product Feedback Tool is an answer. What is a Product Feedback Tool? 5) Userpilot $249/month No Yes Live chat 4.6 (5)

Tools 52

Tools Feedback Effort Score Multi-Channel 52

BirdEye

MARCH 25, 2025

That simple question is the heart of the Net Promoter Score (NPS) a customer loyalty metric that helps businesses know how customers feel about their brand. However, in 2025, NPS will be more than a metric. Read this blog to calculate NPS and learn how companies use it to create loyal customers. Not anymore.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52