ECXO

MARCH 6, 2025

This exercise makes it clear where the experience is falling short. B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes.

B2B 339

B2B Customer Journeys How To Effort Score 339

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.

System 317

System Effort Score NPS Net Promoter Score 317

ijgolding

MAY 9, 2017

Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores. I am NOT a fan of NPS benchmarking!! So before I go any further, I want to reiterate what I said in my response to the question I was asked – I am NOT a fan of NPS benchmarking.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. Did a higher Net Promoter Score (NPS) lead to an increase in retention ?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

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

Experience Investigators by 360Connext

JANUARY 7, 2025

I often hear about common goals like: Improve Net Promoter Score (NPS) Reduce customer churn Increase customer lifetime value The Experience Investigators team uses SMIRC goals for CX : Social, measurable, inspiring, relevant, and contextual. Critique my existing customer personas based on the data Ive shared.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. Our advice for leveraging your NPS data included two action items. First, map your NPS survey data to each step of the customer journey.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Experience Investigators by 360Connext

JANUARY 12, 2021

Your Voice of the Customer goals might be tied to what metrics your organization already uses, like Net Promoter Score (NPS), or it might be defining which metrics will be used. This means measuring NPS at a point where it aligns with specific operational metrics, like First Call Resolution or time to first milestone.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

InMoment XI

AUGUST 9, 2024

This exercise will highlight potential pain points and opportunities to enhance the customer experience. Net Promoter Score (NPS) The Net Promoter Score measures customer loyalty and the likelihood of them recommending your brand to others.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Beyond Philosophy

SEPTEMBER 26, 2018

The most common way to measure emotion is the Net Promoter Score (NPS). Effectively, NPS estimates how likely a customer is to recommend your product or service to their friends and family. If you score a 6 or under, you are a detractor. A 7 or 8 score is considered passive. The scale is 1-10.

Measurement 129

Measurement Net Promoter Score How To NPS 129

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. Call a promoter one week and a detractor the next , and listen for ways the promoters and detractors describe their journey differently. 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

Pretium Solutions

MARCH 11, 2012

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. Start with these: Develop a Game Plan and Execute. Play to Win.

Net Promoter Score 45

Net Promoter Score Effort Score Sports Touchpoint 45

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

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. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS).

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

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? The bottom line is there is no "magic metric."

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

Lumoa

SEPTEMBER 11, 2023

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. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. How many segments are they spread across?

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

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. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. How many segments are they spread across?

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

NobelBiz

JANUARY 28, 2025

Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience. Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

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. This is a great exercise to encourage employees to see exactly how their role delivers for the customer.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. So what is the punch line here?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. So what is the punch line here?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. So what is the punch line here?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

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?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Beyond Philosophy

NOVEMBER 27, 2020

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. Net Promoter Score? and Net Promoter System? Then, test your choices, he says.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Pretium Solutions

MARCH 11, 2012

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. Start with these: Develop a Game Plan and Execute. Play to Win.

Net Promoter Score 40

Net Promoter Score Effort Score Sports Touchpoint 40

Pretium Solutions

MARCH 11, 2012

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. Start with these: Develop a Game Plan and Execute. Play to Win.

Net Promoter Score 40

Net Promoter Score Effort Score Sports Touchpoint 40

Grade.us

JUNE 4, 2019

CX (customer experience) has always mattered and the net promoter score (NPS) allows us to evaluate that experience. Enter the Net Promoter Score (NPS). For those who aren't familiar with it, NPS is a deceptively simple concept. How do you use Net Promoter Score?

Net Promoter Score 38

Net Promoter Score Customer Experience NPS Effort Score 38

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. What’s the difference? Well, I would say understanding is a bit passive.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. Net Promoter Score® can play a crucial role in your product roadmap improvement.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

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. Further, it will let you know which age group, gives what score, at which branch location. But we can help with that.

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. Further, it will let you know which age group, gives what score, at which branch location. But we can help with that.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Experience Investigators by 360Connext

AUGUST 26, 2020

This means sharing how improving Net Promoter Scores (NPS) will lead to more referrals for that leader who is focused on more inbound sales. Correlate increasing metrics (Net Promoter Score or Customer Satisfaction Rates or other custom metrics) with the goal of increasing referrals.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

SurveySensum

APRIL 30, 2020

What is the Net Promoter Score (NPS)? In 2003, a loyalty consultant Fred Reichheld proposed a simple method to measure customer loyalty, called the Net Promoter Score® (NPS®) system. Net Promoter Score (NPS) Calculation. Relationship NPS (rNPS).

Net Promoter Score 52

Net Promoter Score NPS Survey Touchpoint 52

delighted

OCTOBER 5, 2021

Net Promoter Score (NPS). Net Promoter Score (NPS) is one of the most popular customer satisfaction metrics around. Used globally by companies looking to stay competitive in the world of customer experience, NPS can also be used internally to find out if your customer service matches up.

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91