Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? Sorting through the feedback is tough. Training our model.

Analysis 109

Analysis Feedback NPS Effort Score 109

delighted

MAY 20, 2024

No matter your role or industry, web surveys make it easy for you to uncover customer preferences and pain points, and validate your product roadmap. Once you add these to your existing NPS or CSAT program, you’ll have a complete picture of customer sentiment and the actions you can take to improve it. Ready to get started?

Survey 92

Survey Roadmap Ecommerce NPS 92

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.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

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. 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.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

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

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.”. Use This Framework to Unblock Your Product Roadmap.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Kayako

OCTOBER 27, 2016

Conceptualize where support lies in the product roadmap. It helps you to preempt the documentation that is important and valuable for them. Knowing who your customer is and what they want shifts you into giving proactive support, rather than chasing after customers who’ve left grumpy reviews in your NPS fields.

Tips 120

Tips Management Culture Social Media 120

SuiteCX

MARCH 31, 2015

©2015 suitecx – Confidential Phases to Develop and Execute a CEM/CJM Governance /Quality Program PLANNING Develop CEM/CJM Program and Implementa-on Roadmap 1.  ©2015 suitecx – Confidential What is the main purpose and goal of your journey mapping efforts?

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

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?

Customer Success 52

Customer Success Strategy Roadmap How To 52

Totango

DECEMBER 3, 2020

NPS (Cited by 45% of Respondents): Net Promoter Scores help illustrate a customer’s experience by asking them to rank how likely they are to recommend your product on a scale of 1 – 10. Document and Share Customer Data . Enhance the product roadmap with real-time customer data—both qualitative and quantitative.

Report 65

Report Customer Success Net Promoter Score Roadmap 65

Centercode

APRIL 16, 2019

I always recommend making a program metric roadmap. Start by documenting a variety of metrics, then prioritize them (or ask your leadership to help you prioritize them). Start by showcasing submitted issues, then build a plan for implementing idea and praise submissions into your product metric roadmap. Example Metrics.

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

Retently

AUGUST 26, 2019

There are plenty of reasons to use feature request boards: It makes your customers feel like their voices are actually heard, and that they’re actively contributing to your product roadmap. As for what types of surveys you can use, here are your options: NPS (Net Promoter Score). NPS Survey Template. NPS Survey Template.

Feedback 71

Feedback Social Media Effort Score Net Promoter Score 71

Pointillist

SEPTEMBER 26, 2018

Net Promoter Score ® (NPS ® ), in particular, has gained a lot of prominence in the last decade. Yet at the end of the day, the act of capturing NPS alone will not magically solve your customer experience problems. Here are three examples: Employ NPS as a Go/No-Go Threshold for Launching a New Product.

Metrics 65

Metrics Net Promoter Score Customer Experience Effort Score 65

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. Advantages: Easy to setup, cheap, scalable with the right survey analysis software.

Feedback 111

Feedback How To Analysis e-support 111

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap.

How To 52

How To Roadmap NPS Fashion 52

Thematic

JULY 21, 2023

For example, Microsoft Office had a spell checker, and there were the first search engines that matched user queries to documents. Alyona: There were several companies that shared with me that they needed help analyzing NPS feedback. Are there any product roadmap points you can share? Anton: You also have a Ph.D.

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

delighted

MARCH 24, 2020

Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. As companies worldwide turn their growth mindsets towards retention, now is the time to revamp outdated processes and documentation that have slipped by the wayside. Fine-tune your self-serve help center documentation.

Customer Retention 42

Customer Retention Customer Experience How To NPS 42

CustomerSuccessBox

JUNE 8, 2021

Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. T he answer should tell you, what’s the level of depth of understanding…Does she know the real metrics that affect business or is just caring about secondary metrics like NPS? Lead Cross-Functional Team.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

ChurnZero

JANUARY 17, 2020

Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. . . “We Daily logins .

Tips 72

Tips Metrics Customer Success Effort Score 72

SurveySparrow

FEBRUARY 29, 2020

But if you provide them with great product experience, then it increases CLV, builds credibility, improves the scores of all customer experience metrics like CES , CSAT, NPS , etc. It will also help you understand the essence of the product so that you can have a clear roadmap as to what is necessary.

Customer Journeys 72

Customer Journeys Feedback Survey Customer Experience 72

SurveySensum

OCTOBER 17, 2023

High interest rates, endless documentation, technical glitches, a lengthy loan process, and incompetent customer support are a few issues that customers face. Minimize errors related to documentation and technical glitches. Launch NPS, CES, or CSAT Surveys – Sign Up for Free 2. It is a great tool for doing NPS surveys.

Feedback 52

Feedback Tools Management Knowledge Base 52

SurveySparrow

JULY 6, 2023

With enterprise features ranging from ticketing software to reputation management to NPS software , SurveySparrow is one of the best Fillout forms alternatives for enterprises looking to scale their feedback management. File uploads : Allow respondents to upload files, such as images or documents, directly through the form.

Multi-Channel 52

Multi-Channel Survey Effort Score Analytics 52

Chattermill

SEPTEMBER 4, 2018

Through word-of-mouth marketing tracked by NPS. Slack knew they needed a seamless user experience where users could find documents and conversations with ease. NPS can help identify your brand’s advocates, drive your product roadmap, alert you to customers in danger of churning, and which customers you should approach for stories.

Net Promoter Score 40

Net Promoter Score NPS Advertising Feedback 40

ViiBE Blog

AUGUST 18, 2021

ViiBE’s built-in knowledge management system can save documents and photos (like screenshots) from a call in its cloud-based knowledge base. The survey also tracks Net Promoter Score (NPS) , which measures how likely a customer is to recommend your company to a friend.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

Gainsight

OCTOBER 23, 2019

I kept a running list in a document, ready for us to evaluate what we would use for our team. CSAT/Feedback/NPS. Some examples include: Product tools like analytics, roadmapping, and feature-tracking. Ideas ranging from Calendly to Zoom, and from Pipefy to Google Docs were all in the mix. Adoption/Onboarding.

Software 60

Software Customer Success Tools Customer Centricity 60

Waypoint Group

AUGUST 1, 2018

Your company needs clear processes that capture and self-document what’s working, not-working along with the plan forward. I hope you don’t just want a vanity metric… I think we’re all tired of those NPS press releases that promote a company’s own artificially-high/gamed Net Promoter Score.

Loyalty 56

Loyalty Net Promoter Score Connections e-support 56

Gainsight

NOVEMBER 18, 2019

We’ve got plenty of data, surveys, and NPS comments, and a whole squad of subject matter experts on call—there’s no need to get live customers involved, is there?” Stakeholders ignore my NPS reports and persona initiatives now. Develop a vision for the better journey you want to provide, then create a future-state roadmap to get there.

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. Net Promoter Score (NPS) surveys. Executive sponsor program. Product training.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

DCX

SEPTEMBER 15, 2024

Google just rolled out a new feature in NotebookLM that lets you generate an AI-generated conversation based on any document you upload. If you’re serious about getting everyone on the same page, this is your roadmap! MUST LISTEN: Creating AI Conversations feels like Magic I’ve got something really cool to share!

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

Google just rolled out a new feature in NotebookLM that lets you generate an AI-generated conversation based on any document you upload. If you’re serious about getting everyone on the same page, this is your roadmap! MUST LISTEN: Creating AI Conversations feels like Magic I’ve got something really cool to share!

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

SurveySensum

JULY 14, 2020

She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia. Lead CX Analytics and Insights Manager at CenturyLink.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Education Services Group

MAY 27, 2022

The 25 customers in the Top Segment, assigned a CSM, with a greater than $1 million ARR, and green customer health, would be ideal for advocacy or champion motions depending on where the NPS falls—which could also be layered into the metrics matrix. Either way, it is your current state—chase it, catch it, document it. Document it.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

SurveySparrow

OCTOBER 2, 2020

Product Marketing Tool #2 Productboard: It is a product management system that helps product marketers to understand what users need, build them accordingly while creating a roadmap for it. The product marketer can create a roadmap of the features that the product will contain and share it with the stakeholders.

Tools 59

Tools Marketing Infographics Analytics 59

Pointillist

AUGUST 14, 2018

By documenting the lessons learnt during the pilot, ironing out hiccups on a smaller spectrum and testing out the effectiveness of your planned process, you can make more effective decisions about resources. Build a Roadmap for Future Improvements. This will bring visibility, support, and hopefully more budget.

Customer Journeys 41

Customer Journeys Analytics How To Metrics 41

Survicate

MAY 24, 2021

While there are countless methods of collecting customer feedback, some of the most popular ones are customer satisfaction score (CSAT) surveys , customer effort score (CES) surveys , and Net Promoter Score (NPS) surveys. Step #2: Feed customer feedback into your product roadmap.

Feedback 52

Feedback Effort Score Net Promoter Score Survey 52

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. Net Promoter Score (NPS) surveys. Executive sponsor program. Product training.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Elevio

JANUARY 14, 2018

We then report back on where things are going well, and where they’re going not so well so site owners know where they can improve not only their documentation, but their actual product, to make sure all roadblocks and barriers to entry and ironed out. It’s worked well enough for them, that it’s making its way into our roadmap.

e-support 40

e-support Knowledge Base Software Roadmap 40