Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

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InMoment XI

JANUARY 10, 2023

Relationship data : Gather Net Promoter Score (NPS) data in-app or via emai l, or wherever you interact with customers. Create a roadmap : Allow qualitative feedback to drive your plan for CX improvement. Book a consultative demo today. Product may want to know how long a survey respondent has been a platform user.

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Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Chances are, you already have a goldmine of information from various sources: Customer Surveys: NPS, CSAT, or post-purchase surveys give direct customer input.

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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. Book free guided trial of Thematic 6. One example?

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Strategy Customer Experience Social Media Handbook 62

Gainsight

DECEMBER 27, 2019

Is Customer Feedback Really Making It to Your Product Roadmap? These could include NPS surveys triggered right after they’ve completed a new feature, notifications about a new piece of content that will help them become more comfortable with the product, and so much more.”. So treat yourself to a book every quarter.

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Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, Rob shares some responses from leaders who were at an NPS Loyalty Forum event (I was in attendance as well), where Rob asked the same question.

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Leadership Chief Customer Officer Social Media Loyalty 120

DCX

JANUARY 7, 2025

And let me ask you this: has a customer ever thanked you for your NPS dashboard? If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

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Customer Experience Effort Score Leadership Metrics 52

Thematic

JANUARY 21, 2020

To reset and recharge, I booked a 2-week retreat in a remote part of Peru. . 49% of product managers responded “setting roadmap priorities without real market feedback.”. Meanwhile product ratings, CSAT and NPS scores have multiple drivers, making it impossible to understand the impact of new features on an overall score.

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Wootric

AUGUST 10, 2018

Cindy Alvarez’s book Lean Customer Development covers a lot of good techniques for this in a lot more depth.” Check out how Magoosh and Homebase use NPS surveys to test future features and optimize their products. Source: Wootric CXInsight Dashboard. Curious to see how this works in practice?

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Thematic

MARCH 30, 2025

Book free guided trial of Thematic 4. Common measures include customer satisfaction (via follow-up CSAT surveys), Net Promoter Score (NPS) , customer retention/churn rates, support ticket volume, or usage analytics for a product feature. Implement Feedback-Informed Changes Promptly Speed matters.

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Feedback Effort Score Analysis Customer Centricity 62

Thematic

JANUARY 7, 2025

Book free guided trial of Thematic Aspect-Based Sentiment Analysis Aspect-based sentiment analysis (ABSA) takes sentiment analysis a step further by identifying not just how customers feel but "what they feel about." NPS) and qualitative (e.g., You get a clear roadmap for action you must take.

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Analysis Social Media How To Effort Score 62

Wootric CX Blog

SEPTEMBER 23, 2020

Example of an in-app NPS microsurvey in Spanish. If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . Net Promoter Score (NPS). NPS = (% Promoters – % Detractors) . Neutrals (7-8).

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Survey Net Promoter Score Effort Score How To 98

InMoment XI

APRIL 3, 2024

For example, if you are prioritizing customer retention, you may focus on metrics such as customer lifetime value, repeat purchase rate, and Net Promoter Score (NPS) to gauge the effectiveness of your digital interactions in fostering long-term loyalty and advocacy. The guest visits the hotel’s mobile website or app to book a room.

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DCX

DECEMBER 31, 2024

The Wrong Metrics You’re tracking NPS and CSAT, and that’s great—but let’s be real, execs want to see how you’re moving the needle on revenue. Pick Metrics That Actually Matter Forget about NPS and CSAT. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

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ROI Self Service Leadership Metrics 52

Wootric CX Blog

MARCH 15, 2020

In SaaS, this often means using the all-important NPS survey to gauge overall loyalty and surface any issues that may affect renewal. Through this customer advocacy program, his customers learn from each other, get a first look at new product features, and provide valuable insights for the DocuSign product development roadmap.

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SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience.

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Chattermill

JUNE 3, 2019

Net Promoter Score (NPS). Net Promoter Score (NPS) measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from 0-100, a higher rating is desirable. NPS is an excellent way of understanding the overall customer perception of your brand.

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Metrics Measurement Customer Experience Net Promoter Score 85

DCX

JANUARY 28, 2025

Current CX Metrics and KPIs: Collect data on what your team is already measuring—response times, resolution rates, NPS, etc.—to Step 2: Audit Current CX Offerings Prompt 1: "What are the key CX elements we’re currently delivering well, based on customer feedback or NPS trends? —to identify gaps in evaluation.

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DCX

JANUARY 14, 2025

It does the heavy lifting with metrics like NPS or CSAT. Let it handle repetitive tasks like gathering feedback, generating reports, and tracking metrics like NPS and CSAT. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. What should your team focus on?

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Customer Experience Social Media Chatbots Customer Journeys 52

Thematic

DECEMBER 28, 2022

For product managers, this might be your NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score). You can find out more about how to calculate your NPS here. Inform product roadmaps with customer-led data Text analytics software is awesome when it comes to analyzing subjective feedback like product reviews.

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Gainsight

SEPTEMBER 4, 2019

We use Gainsight’s NPS survey module to survey our client executives twice a year. She books a private room. We then email the list and tell folks that (accurately) the dinner will book up fast. If you had a magic wand to make us do whatever you want, what part of the roadmap would you have us work on next?”.

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Meeting Roadmap Feedback Fashion 17

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. What the heck do those mean? That’s okay!

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Gainsight

JANUARY 28, 2019

For example , AirBnB’s NSM is “number of nights booked” and Medium’s is “amount of time spent reading.” Having a solution that lets you see account and user level NPS, adoption rates, activity, and other analytics will enable you to be proactive and identify churn risks before it’s too late.

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Roadmap Metrics Effort Score Analysis 63

InnerTrends

MAY 23, 2018

I used to be a marketer and I am guilty of every classic trick in the book. NPS (net promoters score). NPS (net promoter score) is a metric that measures the customer experience and their loyalty related to a product or service. Yes, you heard me right: guilty! I am guilty of sending the same email twice to the same user.

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Gainsight

SEPTEMBER 14, 2020

Your support team is sending out NPS surveys after resolving issues. Customer-facing roles like Customer Success need all the customer data they can get to manage their book of business effectively. On the flip side, Product can use this same data to influence their roadmap decisions. At-risk (high ARR, low Sentiment/NPS).

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Thematic

MARCH 26, 2025

Here are few of the places where you can get customer feedback from: Surveys – NPS , CSAT, and CES surveys provide structured, scalable insights across your customer base. Public product roadmaps – Transparency wins customer trust. Book free guided trial of Thematic 4. Where Should You Collect Feedback From?

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Feedback Social Media Analysis Survey 62

Thematic

JUNE 17, 2024

Whether you're a seasoned CX professional or just starting your journey, this article will distill the experts' wisdom into seven key takeaways, offering a roadmap to transform your VOC program from a cost center into a powerful engine for growth. Book free guided trial of Thematic 5.

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ROI Multi-Channel Analysis Customer Centricity 62

Kustomer

AUGUST 19, 2021

Wendi’s secret to success in this aspect is performing NPS every single month, which comes with many benefits. You’ve got CX people talking about NPS and the voice of the customer, CEOs talking about bottom and top line. And if you’re interested, she has an amazing book called Getting to Aha! Gabe Larsen: (03:35).

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SurveySensum

AUGUST 21, 2023

Gear up with NPS Surveys Implementing NPS surveys in B2B SaaS effectively can provide invaluable insights into your customers’ perceptions of your products and services over a specific period of time. If they give a high NPS score with good feedback, it means you’re doing great.

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ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

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ChurnZero

JANUARY 17, 2020

It is easier said than done to stay on top of the latest needs, challenges and achievements of your book of business. This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. . . “We Are their NPS responses poor? . Features adoption .

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Tips Metrics Customer Success Effort Score 72

Retently

FEBRUARY 9, 2024

Another way to measure product or service quality is by asking about the likelihood of recommending it to others via NPS surveys. This is where Net Promoter Score (NPS) comes into play, a powerful tool that helps you see beyond the horizon of customer satisfaction to gauge the strength of your customer relationships.

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Feedback Net Promoter Score Effort Score Customer Satisfaction 92

Thematic

APRIL 3, 2024

 Develop a roadmap with clear milestones and accountability for long-term initiatives to demonstrate progress and track outcomes. The SurveyMonkey reports in Salesforce are really useful and allow for NPS visibility across all teams and departments. As a result, it helped us improve our NPS and the overall customer experience.”

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Wootric CX Blog

FEBRUARY 11, 2019

And the only way to make them is to make sure that everyone understands the reasons behind the ‘why, what, how, when’ The main goal should be to extend these questions beyond the roadmap and feature ideas. If done correctly, it enables a holistic view where commercial, technical and user values are highlighted.

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Thematic

MAY 19, 2022

Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps - so that the product team can focus on creating products and improvements customers truly want and need. Can you see why your NPS score has changed? One game-changing system that product ops managers can (and should!)

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Analysis Net Promoter Score Feedback Self Service 71

DCX

SEPTEMBER 15, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! If you’re looking to improve your customer experience by mastering key elements, this newsletter provides a clear roadmap to elevate your CX game. UnF*cking CX is Zack Hamilton’s new no-nonsense take on the customer experience world.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! If you’re looking to improve your customer experience by mastering key elements, this newsletter provides a clear roadmap to elevate your CX game. UnF*cking CX is Zack Hamilton’s new no-nonsense take on the customer experience world.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52