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JANUARY 26, 2021
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Net Promoter Score NPS Tools 
CX 2025: The AI Revolution That Will Leave Your Business Behind
eglobalis
DECEMBER 17, 2024
Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.
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Net Promoter Score (NPS) Myths Debunked
GetFeedback
MAY 24, 2019
Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished. Myth #1: NPS is not predictive.
User Feedback for SaaS: Best Practices & Tools for Business Success
InMoment XI
NOVEMBER 22, 2024
Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. How to Collect User Feedback for SaaS?
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Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?
eglobalis
NOVEMBER 26, 2024
Invest in Cultural Sensitivity Training: Equip teams with tools to navigate cultural nuances in professional empathy. Example: Maersk’s Predictive Tools Maersk employs predictive analytics to identify potential supply chain disruptions, such as port closures or weather delays.
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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution
eglobalis
JULY 2, 2024
The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?
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The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business
eglobalis
AUGUST 19, 2024
Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.
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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated
eglobalis
OCTOBER 14, 2024
This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. Learners gain foundational knowledge but are often left without practical tools to apply that knowledge in their unique contexts.
Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results
eglobalis
NOVEMBER 3, 2024
While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies. When employees have both the tools and the freedom to make meaningful contributions, they’re more invested in the outcomes.
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AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?
eglobalis
MARCH 30, 2025
For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. These tools provide a simple numerical snapshot, but their simplicity is also their Achilles heel.
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CSAT vs. NPS: Similarities and Differences
GetFeedback
MAY 23, 2019
CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
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Voice of Customer Analysis to Improve Customer Loyalty and Retention
InMoment XI
NOVEMBER 21, 2024
Here are a few reasons why it’s a powerful tool for brands: It helps improve customer satisfaction. Companies that embrace these advanced tools will gain a powerful competitive advantage, enabling them to understand and meet customer needs in real-time. For example, a customer reviews your latest feature in a Facebook post.
The Reasons Behind Tesla’s High Net Promoter Score
Retently
MARCH 29, 2023
Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings. Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry.
Your Net Promoter Score is Irrelevant
Retently
JULY 16, 2024
Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. This volatility can lead to several issues.
Is Your Net Promoter Score Biased?
Retently
MAY 21, 2024
Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? For example, can you trust Net Promoter Score data if the customer who left it happens to be a friend or acquaintance? Why does NPS matter to businesses? NPS is not just about a number.
AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success
eglobalis
FEBRUARY 3, 2025
Similarly, SAP has been using its SAP Predictive Analytics tool since 2013 to help businesses forecast demand, optimize inventory, and improve service delivery. Sentiment Analysis for Enhanced Engagement AI-powered sentiment analysis tools help B2B businesses understand customer emotions and tailor their responses accordingly.
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How To Analyze Call Center Performance: Key Metrics, Tips, and Tools
InMoment XI
MARCH 14, 2025
Performance tracking is a powerful tool that helps you improve both ends of the call. What Tool Is Best for Analyzing Call Performance? There is a wide range of tools and approaches out there for analyzing call performance, but how do you decide which approach is the best? But high performance doesnt happen by chance.
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Customer Loyalty: Experiences that Increase Retention
InMoment XI
OCTOBER 29, 2024
To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. Invest in Loyalty Programs Loyalty programs are a powerful tool for retaining customers.
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The Benefits of Implementing Net Promoter Score in Small Businesses
Retently
JULY 4, 2023
From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. What value can NPS provide for your much smaller, more hands-on business?
What is a Good Net Promoter Score?
SurveySensum
DECEMBER 18, 2024
NPS aims to unravel customers sentiments. You can receive a score of 35 or 50 or 63 which determines how happy or unhappy your customers are. But how can you know if it is a good or bad NPS score ? But for that, we must first understand what NPS is and how NPS is calculated. Scroll down and find out.
Is the Net Promoter Score Metric Outdated?
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.
Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI
PeopleMetrics
JANUARY 21, 2025
Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. However, NPS isnt perfect.
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Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In
eglobalis
MARCH 13, 2025
Implement key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates as part of leadership evaluations and compensation structures. These tools enable executives to make informed decisions based on real-time customer data.
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5 Must-Have CES Tools for Measuring Customer Effort & Satisfaction
Retently
JANUARY 13, 2025
In this article, were spotlighting the top 5 tools for measuring CES. So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. NPS looks at loyalty. Next, lets dive into the tools that can help you measure and act on this critical metric!
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Net Promoter Score for Ecommerce: 9 tips & tricks
Retently
AUGUST 23, 2022
As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. You can get by without paying attention to NPS, but you will thrive when using it as a growth north star. If only registered customers take part in your NPS survey, there’s a risk of them producing an artificially high score.
A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
Why is NPS ® going up or down? Share data and results of the customer experience analytics in an easy-to-use tool. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. Impact Factors are an essential part of Lumoa, a tool for actionable customer feedback.
6 Most Popular Customer Experience Metrics and KPIs Explained Simply
Lumoa
NOVEMBER 8, 2018
According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).
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10 Most Relevant NPS Software Platforms
Lumoa
JANUARY 11, 2022
What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.
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What is tNPS? Understanding Transactional NPS
Lumoa
JANUARY 2, 2023
One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS). In This Article: What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)? What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)?
Does Net Promoter Score Work for B2B Companies? You Bet It Does!
Retently
AUGUST 23, 2023
Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.
Reduce Customer Churn to Boost Revenue and Stay Competitive
InMoment XI
DECEMBER 10, 2024
With the right strategies and tools, you can prevent customers from taking their business elsewhere. A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. In fact, it costs five times more to acquire new customers than it does to keep an existing one.
A Primer on the 3 Most Important CX Metrics: NPS, CSAT and CES
InMoment XI
JANUARY 2, 2023
Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ). What Is Net Promoter Score (NPS)? Customers who are promoters score 9 or 10. Passives score 7 or 8.
Call Center Metrics: How To Track & Improve for Better Customer Service
InMoment XI
OCTOBER 31, 2024
To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.
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5 Smart Ways to Use Your NPS Survey Results
GetFeedback
JANUARY 28, 2019
The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. The real value doesn’t come from knowing your NPS is 70 or 0. Combine NPS survey results with your CRM.
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CX 101: Everything You Need to Know About the Customer Satisfaction Survey
InMoment XI
AUGUST 30, 2022
Customer Satisfaction scores are an attempt at capturing how satisfied customers are with a company’s goods and services. Net Promoter Score (NPS®). What is your favorite tool or portion of the product or service? A survey asks a customer to rate their satisfaction, typically on a scale from 1 to 5.
Customer Surveys are Dead! Learn how AI will replace them with Maurice FitzGerald
ECXO
OCTOBER 5, 2023
Subscribe now on LinkedIn: [link] Looking for more hands-on sessions and practical tools? Explore three CX measurement eras, from basic metrics to data-driven NPS, culminating in the transformative Customer Experience AI era. Transformation Challenges : Short Manual Testing : Learn to test using a specific tool manually.
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Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?
GetFeedback
APRIL 22, 2019
Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more.
Do You Need a Customer Experience Manager?
InMoment XI
DECEMBER 17, 2024
What Youll Discover in Our Guide: Holistic Interaction Analysis Immediate, Actionable Insights Deep Dive Analytical Tools Thank you Your download will begin shortly. These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms. Download Now Exit this form 3.
How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes
ECXO
MARCH 6, 2025
Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.
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Crafting and Cascading a Customer Experience Strategy Across Global Organizations
eglobalis
JUNE 27, 2024
Feedback and complaint management tools are essential for promptly addressing customer issues. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer surveys remain fundamental for gathering direct feedback.
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How to Set Industry NPS Benchmarks and Why It Matters
Lumoa
APRIL 7, 2022
Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. So, without further ado… Why is NPS important?
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Lesson #24 Revisited: Shorter surveys are usually better—but if it’s too short, it could come back to bite you
PeopleMetrics
MARCH 6, 2025
For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" NPS doesnt measure the latest interaction. Text analytics tools are impressive and improving rapidly, but they're not foolproof.
Customer Experience in Insurance: Strategies to Boost Customer Satisfaction
InMoment XI
OCTOBER 30, 2024
Clear communication and self-service tools are crucial to their satisfaction. They also appreciate risk management tools like home protection services and real-time alerts. Digital tools like mobile apps, chatbots, and online portals are relevant here. They expect fast claims processing and personalized health management.
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Mastering the Retail CX Landscape: A Deep Dive into NPS Trends
InMoment XI
SEPTEMBER 20, 2023
In this blog, we take a look at the findings specific to the retail industry and delve into the secrets of CX leaders and the key net promoter score drivers that propel them to the top of the leaderboard! It consistently outperforms the average across all NPS drivers.
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