AskNicely

APRIL 17, 2017

In the last post, we took a look at what NPS is and why you need to pay attention. After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably won’t believe right off the bat, if you just tell them that NPS is awesome. A Quick Note on Improving the Odds of Success.

NPS 150

NPS Case Study Social Media Net Promoter Score 150

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Now, were here to share that knowledge with you. The result?

NPS 52

NPS Net Promoter Score Strategy How To 52

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? How Can We Prioritize CX efforts? Explore how that is going, discuss potential challenges, and discuss how the team goal drives the right efforts for the overall goals.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

InMoment XI

JUNE 14, 2022

Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and More. NPS Surveys ask two questions…. Why is NPS key to Product Led Growth? NPS Example: DocuSign.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. Net Promoter Score (NPS). This number (a percentage) is what you track as your overall NPS.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lumoa

MARCH 24, 2022

Benchmarking, in the general sense, is the process of documenting a company’s performance during any given period with the goal of comparing it to another period, often in the future. As you may have deduced already, the survey response rate benchmarking process consists of documenting the performance of your CEM system.

Survey 195

Survey CEM Net Promoter Score Effort Score 195

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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. Scale those daily huddles with AI-powered briefing documents that highlight what really needs attention.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

InMoment XI

AUGUST 19, 2024

Subjective Metrics: CX often relies on subjective metrics like customer satisfaction (CSAT) or Net Promoter Score (NPS). Net Promoter Score (NPS): A measure of customer loyalty based on their likelihood to recommend your brand. This should give you the net financial impact of your CX efforts.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

GetFeedback

MAY 13, 2019

Net Promoter Score (NPS). Examples of feedback of this type are NPS or CSAT surveys, company questionnaires, or customer meetings set up by Product Management to discuss a potential feature. An important part of any project or initiative is to validate that your efforts are reaping value. Ticket feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Retently

AUGUST 29, 2018

There’s only one problem: the Net Promoter Score ® and feedback you received wasn’t as good as you expected. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Luckily, turning around a negative NPS isn’t as challenging as it might seem.

Net Promoter Score 152

Net Promoter Score Tips Customer Service NPS 152

Lumoa

SEPTEMBER 11, 2023

The steps needed to achieve those goals should also be documented when preparing a strategy. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Each customer experience strategy requires clearly defined goals.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

The steps needed to achieve those goals should also be documented when preparing a strategy. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Each customer experience strategy requires clearly defined goals.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Thematic

MARCH 30, 2025

It improves your NPS and survey engagement. Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The graph on the left shows how churn correlates with the “likelihood to recommend” score on a scale from 0 to 10. Happy customers spend more.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Lumoa

JANUARY 7, 2021

94% of customers with low effort experiences expressed intent to buy again, versus 4% with high-effort experiences. Surveys like Customer Effort Score (CES) are a powerful predictor of purchase intent, and you need to be sending them out regularly to your customers at touchpoints where they may run into friction.

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

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.” Clear objectives keep your efforts customer-centric and business-focused. ” Clear objectives will guide your team and help you measure progress.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

NobelBiz

FEBRUARY 21, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). Key Points: The Customer Effort Score measures the customer journey’s efficiency. The Customer Effort Score is a Key Performance Indicator (KPI) that measures the customer journey’s efficiency.

Effort Score 52

Effort Score Contact Center Net Promoter Score Self Service 52

NobelBiz

FEBRUARY 15, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). Key Points: The Customer Effort Score measures the customer journey’s efficiency. The Customer Effort Score is a Key Performance Indicator (KPI) that measures the customer journey’s efficiency.

Effort Score 52

Effort Score Contact Center Net Promoter Score Self Service 52

Experience Investigators by 360Connext

JANUARY 26, 2021

Start by referring to Net Promoter Scores or other metrics to select customers you know have opinions to share. Document what you hear but mostly just keep a very open mind and heart. All of those requests are signals to you on where customers are required to put in too much effort! Keep a log to identify themes.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Retently

AUGUST 22, 2018

In this article, we explore how Net Promoter Score® and data analytics can be used to dig deeper into customer issues and deliver better experiences. But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

Blake Morgan

OCTOBER 31, 2022

Instead of relying on NPS, brands should consider the most valuable metrics. Most surveys are tied to Fred Reichheld’s Net Promoter Score, or NPS, which measures how likely a customer is to recommend the brand to friends and family. If Not NPS Surveys, Then What? If it doesn’t, what metric is right for you?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Education Services Group

APRIL 27, 2022

Do your CS Ops team use a UAT approach to enable your CSMs with SOPs to view ARR, GRR, MRR, ACV, TCV, ARPU, CAC, CES, CSAT, CGR, CLV, DAU, TTFV, MAU, TTO, TTV, FCR, NPS, NRR, and PES within their customer’s CSPs in your CSP to effectively deliver EBRs and meet OKRs that lead to an enhanced ICP? Ridiculous, right?

Metrics 98

Metrics Effort Score NPS Net Promoter Score 98

Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES? Before we get to the implementation itself, let’s define what exactly NPS, CSAT, and CES mean. NPS is one of the most popular metrics and measures customer loyalty.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

Experience Investigators by 360Connext

OCTOBER 13, 2020

” or “Looks like our Net Promoter Score took a tumble.” What does it mean when your NPS drops during a six-month period? When customer journey maps are treated as artifacts instead of tools, they become a historical document. Well, customer journey mapping requires a lot of effort to build from scratch.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Retently

SEPTEMBER 12, 2018

In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? It measures the chance of a customer’s recommending a business to their friends and colleagues by means of a single survey question: NPS survey. Sorting through the feedback is tough.

Analysis 109

Analysis Feedback NPS Effort Score 109

SurveyGizmo

AUGUST 21, 2021

Our Panels team is helping many customers run Brand Awareness Studies to enable marketing teams to understand where they stand today and how their advertising and marketing efforts are moving the needle. Or you can jump straight to our documentation on Longitudinal Reporting. After a year like 2020, this makes a lot of sense.

Study 95

Study Brands Net Promoter Score Effort Score 95

Thematic

FEBRUARY 10, 2025

You get a better chance at improving not only your customer service but your net promoter score (NPS) , too. Properly trained AI overcomes text analytics challenges to help businesses get the most from their text documents. They were able to gain specific and actionable insights with minimal effort.

Analytics 62

Analytics Net Promoter Score Analysis Social Media 62

Experience Investigators by 360Connext

AUGUST 9, 2022

A clear vision and defined success outcomes allow everyone to speak the same language and know exactly what’s a “good score” for customer experience efforts. And what do these efforts lead to for our organization? This is probably where I see the most amount of angst within organizations. Reactive Reality # 3.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Heart of the Customer

NOVEMBER 6, 2014

As I checked out, ABRA gave me a document to “help” me fill out my survey. But to actually create a document telling me how to fill out the scores was a new one! Ignore the title, because the text of the article tells you that NPS didn’t help the system – it was text analytics that made the difference.

Survey 92

Survey Effort Score NPS Analytics 92

Wootric CX Blog

JULY 5, 2020

Classic CX surveys like NPS, PSAT, CSAT, and Customer Effort Score(CES) monitor customer sentiment — providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and more. NPS Surveys ask two questions…. Why is NPS key to Product Led Growth?

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

DCX

JANUARY 7, 2025

And let me ask you this: has a customer ever thanked you for your NPS dashboard? If your CX efforts are more about optics than outcomes, that’s a problem. Every time someone is stuck on hold or forced to re-explain their problem, they’re one step closer to ditching you for a competitor. Let’s dig in.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Comm100

MAY 28, 2020

Similarly, a utilization rate that is too high may result in rushed chats, mistakes in documentation during wrap-up, negative customer feedback, and agents who are stressed out. Customer effort score is a score built by a single-question survey that asks if the company made it easy for the customer to handle his or her issue.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

Thematic

JANUARY 16, 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. They used Thematic to tackle their Touchpoint Net Promoter Score (tNPS) across customer-facing teams. Higher tNPS scores and happier customers.

Analytics 62

Analytics Data Net Promoter Score Analysis 62

ChurnZero

OCTOBER 12, 2021

With ChurnZero, they were able to assign a customer health score to each of their clients to gain a better line of sight on accounts at a higher risk of turnover. One of the biggest immediate impacts the team saw was changes in the customer health score after onboarding. Because of this, they historically saw suboptimal adoption rates.

Effort Score 98

Effort Score NPS Healthcare Training 98

ClientSuccess

MAY 25, 2023

Net Promoter Score (NPS) Analyzer The NPS Analyzer feature generates an intelligent analysis of Net Promoter Score (NPS) campaigns. NPS Analyzer dramatically reduces the time and effort required to analyze NPS campaigns, enabling businesses to gain comprehensive insights quickly and take action immediately.

Net Promoter Score 81

Net Promoter Score Customer Success NPS Effort Score 81

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86