Retently

MARCH 17, 2025

Quantitative Data (Metrics & KPIs – The What) First response time Resolution time Number of tickets created & resolved NPS, CSAT, and CES scores Return rates and refund percentages Qualitative Insights (Customer Sentiment & Context – The Why) What are customers actually saying in their feedback? What to Include: A.

Report 90

Report How To Effort Score NPS 90

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? A product roadmap is your plan of action for the future of your business.

Roadmap 89

Roadmap Effort Score Tips Survey 89

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

DECEMBER 7, 2023

As your organization starts your customer experience management efforts, you need to consider how to measure it. Net Promoter Score (NPS) Net Promoter Score (NPS) is a CX metric that surveys customers based on one question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

AskNicely

SEPTEMBER 6, 2018

NPS Strategy Requires a Team Effort. According to The NPS Benchmark Study, the best practitioners involve everyone in the company including executives, operations, product, marketing, customer success, human resources, and administration. Executive Buy-in for Net Promoter Score. Want to know how? Departments Using NPS.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Thematic

MARCH 30, 2025

A key best practice is to prioritize by assessing each item’s potential impact and the effort required to address it (feasibility). A useful tool for prioritization is the impact vs. effort matrix. Fill-Ins (Low Impact, Low Effort): These are minor tasks that can be addressed when time permits. 1-5) for impact and effort.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Lumoa

JANUARY 23, 2018

Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. How to link the NPS improvement efforts to the financial benefit in practice? Many companies receive thousands of rows of feedback per day.

Analytics 285

Analytics NPS Financial Analysis 285

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. Treating them the same leads to missed opportunities and inefficient resource use.

Customer Insights 62

Customer Insights Data Analytics How To 62

DCX

JANUARY 7, 2025

If your CX efforts are more about optics than outcomes, that’s a problem. What resources are needed? Let’s dig in. Why is your CX strategy even a thing? To hit some quick KPIs? To look like you’re keeping up with competitors? To make internal politics easier? How do we measure success? Who owns the results?

Customer Experience 52

Customer Experience Leadership Effort Score Metrics 52

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. In fact, your NPS score is just the beginning. And don’t forget that regardless of the NPS score, there’s one thing that every customer will want to hear: thank you. The NPS Promoter .

NPS 199

NPS Net Promoter Score How To Effort Score 199

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. If a prospect expresses hesitation or points out areas where they feel the product falls short, we can immediately address these issues with follow-up communication or additional resources.

B2B 152

B2B NPS Effort Score Survey 152

Thematic

MARCH 20, 2025

Or spending months refining a service only to see your customer satisfaction scores plummet. For example, Vodafone leveraged Thematic to track Touchpoint Net Promoter Score (tNPS) in real-time, allowing teams to triage customer concerns before they escalated​ 6. These days, companies can’t afford to rely on assumptions.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. The goal to “understand” is typically not enough.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Set clear start and endpoints for your data collection efforts. To calculate your CSAT score, divide the positive replies by the total number of responses, then multiply by 100.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Retently

JANUARY 19, 2023

Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts. Without product-market fit, attempting to scale the business too early can lead to failure and wasted resources. Concentrate half of your efforts and time on improving that specific feature.

Measurement 157

Measurement Survey Marketing Effort Score 157

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. Yet because product roadmaps are living, breathing documents that can and should evolve, it can be frustrating to construct them. A roadmap to revenue growth.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

GetFeedback

JANUARY 27, 2020

Are you concerned about high effort processes that may be driving customer attrition? A four-question structure is a great starting point – begin with your KPI, ask for clarity on that score, ask about other preferences to expand their customer profile, then close with an open text field. .

How To 221

How To Customer Journeys Feedback Survey 221

Gainsight

JUNE 16, 2022

If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. . Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. So, how do you get beyond the distractions to build a roadmap you can defend and align around?

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

ECXO

DECEMBER 20, 2023

Same save marketers time and effort on the last mile and have added advanced support for personalisation, journey orchestration and much more. Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Some might cherry-pick respondents, while others could pressure customers into giving a good score.

NPS 52

NPS Net Promoter Score Strategy How To 52

CSM Magazine

FEBRUARY 3, 2025

Whether you’re mapping long-term strategies or addressing immediate operational needs, a planning platform can serve as your business roadmap. Unlike large corporations, resources are often limited, making it crucial to ensure every investment of time, money, and energy counts.

Financial 52

Financial Rewards Programs Effort Score Exceptional Customer Service 52

DCX

JANUARY 28, 2025

Where CX Teams and Customers Get Out of Sync The problem usually isn’t effort; it’s alignment. Customers don’t care how much effort you put in behind the scenes; they care about how well your efforts meet their needs. Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

GetFeedback

NOVEMBER 18, 2019

Before you analyze your feedback, you’ve got to develop your analysis plan, which is a roadmap for how to analyze your data–and probably more importantly–why you’re analyzing it. . Customer Satisfaction Score: A Free Guide. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Get the Guide.

Feedback 199

Feedback How To Analysis Survey 199

Retently

MAY 2, 2023

Naturally, the higher the score, the more satisfied customers are. The survey usually consists of a simple 0 to 10 rating question – “How likely is it that you would recommend our company/product/service to a friend or colleague?” – followed by open-ended questions allowing customers to explain the reason behind their score.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

SurveySensum

MARCH 12, 2025

For instance, Krab Airline collects post-flight satisfaction scores across different flights, revealing variations in passenger experience. While some flights report high CSAT scores due to on-time departures and smooth check-ins, others struggle with lower scores because of baggage delays, in-flight service issues, or uncomfortable seating.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. Many organizations use customer satisfaction or Net Promoter Score (NPS) as the primary metric to determine how well the organization is creating value for customers. Creating a Customer Retention Strategy: A Leadership Roadmap. But how do you know if your customers really are loyal?

Customer Retention 86

Customer Retention Strategy Net Promoter Score Employee Engagement 86

Aveus

AUGUST 22, 2017

In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years. However, none of these efforts contribute directly to improving the goal of an improved customer experience. Many companies are underperforming on both.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

DCX

JANUARY 21, 2025

” Not every idea deserves the same level of effort. Know Your Limits We all have resource constraints. Don’t force a project when the resources aren’t there. Feasibility: Can you do it with the resources, time, and skills at hand? Add the scores together, and see what floats to the top.

How To 52

How To Effort Score Self Service Leadership 52

Retently

MARCH 18, 2024

Essentially, customer service surveys provide businesses with a roadmap to align their services with customer needs and expectations, thereby driving business growth. High CSAT scores can help businesses identify best practices and strengths to build upon. What is the primary reason for your score?”

Survey 119

Survey Customer Service Strategy Effort Score 119

Wootric CX Blog

SEPTEMBER 23, 2020

We actually recommend conducting microsurveys whenever possible—those short, two questions surveys that are used to gather common metrics like Net Promoter Score , Customer Effort Score , Customer Satisfaction, and Product Satisfaction. Openly discuss your surveys + improvement efforts. Net Promoter Score (NPS).

Survey 98

Survey Net Promoter Score Effort Score How To 98

InMoment XI

APRIL 3, 2024

Customers will go with well-designed websites, brands that pay to be more visible through SEO efforts, companies with helpful and high-ranking content, and services with plenty of customer reviews and other types of social proof. These include the following: Usability How much effort does the interaction demand on the part of the user?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Guavus

FEBRUARY 17, 2022

For example, I spend a good portion of my time defending my products’ roadmaps from ‘feature creep’, an ever-increasing list of required bells and whistles to include in the product. When finally arriving at a root cause, the operator then assigns resources to remediate the issue.

NPS 98

NPS Net Promoter Score Customer Centricity Analytics 98

Gainsight

AUGUST 14, 2019

There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals. How is product data gathered in real-time and what resources are required? Product Data: The Single Source of Truth. But this doesn’t come without its challenges.

Metrics 107

Metrics Analytics Effort Score Measurement 107