InMoment XI

MARCH 14, 2025

Improving Customer Satisfaction Performance analysis helps you identify whats working in your contact center and what isnt. This is key because to learn the right information, businesses have to measure the right metrics. Just because you can measure it doesnt mean its the right metric for what you need to learn.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

NOVEMBER 22, 2024

Feedback analysis also improves product strategy, ensuring you continue delivering value that retains and acquires clients. What User Feedback Metrics Are Essential for a SaaS Company to Track? You can use NPS surveys to gather responses and track the score to identify areas for improvement.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. From qualitative to quantitative information, actively soliciting feedback to passively analyzing user behavior, text analysis to interviews, VoC data collection can run the gamut. That’s where Lumoa comes in.

Analysis 396

Analysis Data How To Customer Centricity 396

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. Bain & Company [link] Bain, creators of the Net Promoter Score (NPS) framework, continues to push this model despite its increasingly exposed limitations and frustrated results.

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

InMoment XI

DECEMBER 3, 2024

Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. For example, tracking NPS to determine the success of recent loyalty efforts. Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Instead, AI enhances what we can learn from NPS and how we can act on it.

NPS 118

NPS Net Promoter Score e-support Loyalty 118

GetFeedback

MAY 23, 2019

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

NPS 308

NPS Net Promoter Score Effort Score CEM 308

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Quantifying these impacts helps build the business case for investment in CX initiatives.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. Deliver Excellent Customer Service Feedback collection, analysis, and social listening provide the insights you need to improve customer experiences. NPS surveys help collect feedback from both types of customers. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers.

NPS 243

NPS Software Net Promoter Score Survey 243

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. The real value doesn’t come from knowing your NPS is 70 or 0. Here are 5 ways to turn your NPS survey results into actionable insight.

NPS 246

NPS Survey Net Promoter Score CRM 246

eglobalis

JUNE 27, 2024

Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

CloudCherry

SEPTEMBER 19, 2018

According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to. To accurately measure your CEM’s ROI, you need to pay close attention to key metrics that will determine the outcome of any customer experience initiative.

ROI 256

ROI Financial CEM Metrics 256

InMoment XI

OCTOBER 29, 2024

Net Promoter Score (NPS) Customer churn rate Customer retention rate Social media engagement Customer Loyalty Index (CLI) Customer Satisfaction Score (CSAT) Loyalty is easy to understand, but how do you quantify it? A combination of these metrics can help provide a complete picture of customer loyalty to identify areas for improvement.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. Why did we choose NPS? The Net Promoter System is a powerful metric for target setting.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. For example, the average time in queue and resolution time are often used as call center metrics.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 23, 2024

AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy. Part of the transformation enhanced retention and acquisition, along with improving key business metrics through its partnership with InMoment. Metro Bank leveraged AI tools like Active Listening.

Banking 195

Banking Customer Experience Effort Score Financial 195

Thematic

FEBRUARY 9, 2025

In our article about why customer sentiment analysis matters , we introduced you to Maya Angelou's famous quote: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” So, you are now probably wondering if sentiment analysis could work in your business.

NPS 62

NPS Analysis Sports Net Promoter Score 62

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. CX metrics aren’t one-size-fits-all.

Metrics 195

Metrics NPS Infographics Effort Score 195

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 130

Call Center Measurement Self Service How To 130

CloudCherry

SEPTEMBER 19, 2018

According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to. To accurately measure your CEM’s ROI, you need to pay close attention to key metrics that will determine the outcome of any customer experience initiative.

ROI 225

ROI Financial CEM Metrics 225

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience. NPS looks at loyalty.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

JANUARY 3, 2023

e.g.typical NPS question) . This is different from just getting a 9 in an NPS rating. Metric Selection: Optimize for impact within the organization. Then I wanted to talk about two topics that are very controversial – selecting metrics and scales. . Metric selection. Principles of Survey Design.

Survey 369

Survey Metrics NPS Effort Score 369

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

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

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. At Lumoa, we love NPS and widely recommend it to our customers. Why did we choose NPS?

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??Note:

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

ECXO

JULY 29, 2024

Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Calabrio

MARCH 5, 2025

The term may also refer to CX analytics tools or types of CX analytics platforms , which are designed to collect and visualize CX data, as well as accelerate analysis. Data Collection: Gathering Comprehensive CX Data The foundation of effective customer experience analysis lies in gathering data from a multitude of customer touchpoints.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. Let’s talk a bit more about how the use of AI tools transforms customer feedback analysis in the next part of this blog.

Analysis 195

Analysis Feedback Social Media Chatbots 195

InMoment XI

OCTOBER 30, 2024

Allianz Trade Allianz understood the importance of text analysis software in gaining a deeper understanding of customers. What are the best Customer Experience Metrics for Insurance Companies to Measure? The award-winning AI text analysis software offered by InMoment helps you automate the collection of analytical insights.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417