Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

JULY 11, 2018

Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. If you’d like more information, check out our NPS/VoC program resources.

Net Promoter Score 36

Net Promoter Score Video NPS Metrics 36

Experience Matters

OCTOBER 2, 2017

This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. consumers.

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Net Promoter Score Study Report NPS 133

Experience Matters

NOVEMBER 12, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. Both of those points of view are off the mark.

Net Promoter Score 215

Net Promoter Score Metrics NPS Customer Experience 215

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Image by Retently.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Voice of the customer programs (including NPS), are a mainstream component of most CX programs.

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Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

OCTOBER 13, 2015

This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

APRIL 11, 2016

I am often asked some version of this question: We just saw the <Temkin Experience Ratings, Temkin Group’s NPS benchmark, Forrester’s CXi, JD Powers, The ASCI> and it is completely different from what our internal data is telling us. How should we reconcile the two data points?

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Industry Data NPS Groups 120

Experience Matters

DECEMBER 22, 2015

Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. Net Promoter® Score is the most common metric used and customer service is the most common group to have its compensation tied to CX metrics.

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Metrics Report Net Promoter Score Effort Score 120

Experience Matters

OCTOBER 11, 2016

This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 120

Net Promoter Score Study Report NPS 120