Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

System 317

System Effort Score NPS Net Promoter Score 317

GetFeedback

FEBRUARY 7, 2020

Customer satisfaction is a common metric used to measure customer happiness. Net Promoter Score (NPS). To calculate your NPS, subtract the percentage of detractors from the percentage of promoters. Pro Tip: At GetFeedback, we recommend using an automated NPS program to send out targeted surveys. Ask the right questions .

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common tools businesses use to track how happy customers are. When and how to use those metrics.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

ECXO

JULY 29, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

DECEMBER 15, 2023

NPS should be going up” doesn’t mean much. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. Spend some time highlighting what the metrics mean, and what your goals really are. Keep mentioning the metrics – try metric of the month!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Thematic

FEBRUARY 9, 2025

We'll talk about use cases here so you can better understand how you can take advantage of sentiment analysis, especially for your NPS. Take note that while NPS ( Net Promoter Score ) measures how likely customers are to recommend a brand, sentiment analysis helps explain why. Isn’t NPS enough?

NPS 62

NPS Analysis Sports Net Promoter Score 62

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Even better, you can see how each conversation resonates through NPS and CSAT feedback. If they were successful, NPS increased.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

JANUARY 12, 2021

An ongoing Voice of the Customer program translates customer sentiment into objective ratings and metrics, telling the story of what your customers want and need. If we measure customer sentiment, we can assign numbers and metrics to it. Those numbers can be reported, discussed, and acted upon. So why do so many VoC strategies fail?

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

CloudCherry

SEPTEMBER 26, 2018

Understanding how your customers feel can be a bit of a nebulous exercise. For example, along with asking for their likeliness to recommend, each NPS survey also offers one or two driver questions for more depth and insight into the customer’s experience. Detection of Sentiment. Why is this important?

Analytics 240

Analytics Customer Experience Customer Journeys Analysis 240

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. What is NPS? That’s all you need!

NPS 99

NPS Examples Tips Net Promoter Score 99

InteractionMetrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

InMoment XI

AUGUST 9, 2024

This exercise will highlight potential pain points and opportunities to enhance the customer experience. The metrics you choose will depend on what your customer experience goals are. You should choose the metric that most closely aligns to your CX goals. You should choose the metric that most closely aligns to your CX goals.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

delighted

OCTOBER 5, 2021

That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Why are customer service metrics important? Net Promoter Score (NPS). Net Promoter Score (NPS) is one of the most popular customer satisfaction metrics around.

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

Experience Investigators by 360Connext

FEBRUARY 23, 2021

“NPS should be going up” doesn’t mean much. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. Spend some time highlighting what the metrics mean, and what your goals really are. Did CSAT get better? What made that happen? .

Communication 178

Communication Tips Customer Journeys Customer Experience 178

CX Accelerator

OCTOBER 25, 2018

NPS still has value. One of my all-time favorite sessions as a presenter was “The Case Against NPS” alongside Matt Beckwith. The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? NPS Cons: A rising number of consumers are confused by the question.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. 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. How many segments are they spread across?

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. 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. How many segments are they spread across?

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Don’t let customer feedback metrics be the only measures leaders hear about on a regular basis.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Experience Investigators by 360Connext

MAY 12, 2020

This is a great logical exercise to include in any presentation around a new CX initiative — just vary it to fit your needs. The Reality: We Have Metrics Available, We Just Need to Use Them. There are widely-used, well-regarded metrics available to help organizations quantify their customer experience success.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

CloudCherry

SEPTEMBER 26, 2018

Understanding how your customers feel can be a bit of a nebulous exercise. For example, along with asking for their likeliness to recommend, each NPS survey also offers one or two driver questions for more depth and insight into the customer’s experience. Detection of Sentiment. Why is this important?

Analytics 221

Analytics Customer Experience Customer Journeys Analysis 221

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. This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. It can be addicting to follow ratings like NPS go up and down.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

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 it doesn’t, what metric is right for you? If Not NPS Surveys, Then What?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

DCX

DECEMBER 29, 2024

Unf*ck Your CX: NPS Is Lying to You The Paper Passport Is Fading: What It Says About Our Future Zero Complaints: The Path to Continuous Value Creation Gamified Fitness: What Whoop Can Teach Us Why it matters: Whoop , the $3.6 What’s wrong with NPS? Stop being basic: Use smarter metrics like customer effort or lifetime value.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

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. This is about tying your work to revenue, cost savings, and growth, not about soft wins or feel-good metrics. Leaders want numbers they can take to the bank.

ROI 52

ROI Self Service Leadership Metrics 52

Gainsight

NOVEMBER 18, 2019

There are two primary tools we can use to collect customer sentiment throughout their journey: Net Promoter (NPS) and Customer Satisfaction (CSAT) surveys. NPS and CSAT are two very different, but complementary methods of gathering customer insights. NPS measures a customer’s overall satisfaction with and loyalty to the company.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Think Scale. Do your processes work for 40 customers?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

DCX

JANUARY 7, 2025

And let me ask you this: has a customer ever thanked you for your NPS dashboard? This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Fine-tuning your CX elements is a constant exercise. To do so, you need a detailed list of all the potential touch points in the customer journey.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Beyond Philosophy

NOVEMBER 27, 2020

While there have been improvements in common metrics this year, the movements have not been significant. These paybacks can range from increased customer spend, market share, or Net Promoter Score (NPS)*. Dobrev says using Forrester’s four areas of Value Drivers is essential in this exercise. Satmetrix Systems, Inc.,

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

CloudCherry

DECEMBER 1, 2018

For example, if you have multiple branches, CrossTabs can report the NPS (Net Promoter Score) of all branches in one go, as well as break it down by location so you can spot outliers. It’s because of this that figuring out why people leave and how to improve loyalty metrics like NPS are common questions with many businesses.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

For example, if you have multiple branches, CrossTabs can report the NPS (Net Promoter Score) of all branches in one go, as well as break it down by location so you can spot outliers. It’s because of this that figuring out why people leave and how to improve loyalty metrics like NPS are common questions with many businesses.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

DCX

FEBRUARY 4, 2025

I came armed with charts, NPS scores, and customer sentiment analysis. Step 1: Speak Their Language (Not Just Yours) You love talking about NPS, CSAT, and effort scores. Step 2: Connect CX to Key Business Metrics Executives won’t suddenly start caring about CX metrics. Five minutes in, the CFO stopped me.

How To 52

How To Self Service Leadership Effort Score 52

Thematic

MAY 22, 2019

To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections. You can also prove how improvements in CX metrics can drive revenue growth. Beyond simple metrics. Use team exercises to highlight how customer service feels in your company.

Exercises 97

Exercises ROI Conference Video 97

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Below, we detail how to use NPS® and the acquired knowledge to guide your product roadmap.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

Experience Investigators by 360Connext

MAY 15, 2024

And by aligning CX metrics with key business metrics, Maggie’s team has created powerful visibility and responsibility for achieving those goals. Three of our five network-incentivized metrics are now patient experience metrics, which is incredible. The customer feedback also adds perspective to other business metrics.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143