Master Net Promoter Score (NPS) in one month
GetFeedback
JANUARY 26, 2021
Become an NPS expert with our comprehensive 4-week email course.
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. Numerous studies have found a strong relationship between high Net Promoter Scores and revenue. Many NPS critics purport that the score isn’t useful. Check Out Our New Net Promoter Score (NPS) Guide.
Join 97,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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?
Tools 
195
195 
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.
B2B 495
495 
Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated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.
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. Retently NPS helps you build that special connection with the customer by providing the tools to effectively communicate with them and gather valuable feedback.
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.
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?
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 people associate Net Promoter Score with big businesses due to its usage by large brands and Fortune 500 companies. But what if you’re not one of the world’s largest companies?
What is a Good Net Promoter Score?
SurveySensum
DECEMBER 18, 2024
But how can you know if it is a good or bad NPS score ? Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family.
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.
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.
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. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Pay attention to CLV more than the score.
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.
Call Center 195
195 
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.
B2B 515
515 
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.
B2B 385
385 
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. Next, lets dive into the tools that can help you measure and act on this critical metric! What Makes a Great CES Tool?
Measurement 116
116 
How to Improve Your Net Promoter Score (NPS): Comprehensive Strategies for Success
SurveySensum
FEBRUARY 13, 2025
Given its significance, how do you improve your Net Promoter Score? How can you convert these unhappy customers into brand advocates or encourage your promoters to do positive word of mouth and bring referrals? 14 Strategies on How To Improve Net Promoter Score (Tried & Tested) 1.
A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
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. However, if you want to measure loyalty and aim for long-term goals, check the Net Promoter System. Image by Retently.
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. However, its relevance diminishes with delayed insights.
NPS 453
453 
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.
Loyalty 195
195 
Does Net Promoter Score Work for B2B Companies? You Bet It Does!
Retently
AUGUST 23, 2023
We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. Of course, this doesn’t mean that NPS isn’t an effective tool for B2B companies hoping to gain more clients and retain a greater percentage of their existing client base. You Bet It Does!
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.
Leadership 234
234 
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.
Call Center 195
195 
CSAT vs. NPS: Similarities and Differences
GetFeedback
MAY 23, 2019
While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). A CSAT score of 80 percent is a good indicator of success, although it will vary by industry. They’re used in different ways to make different decisions.
NPS 308
308 
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).
Metrics 405
405 
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.
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.
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.
Survey 320
320 
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.
Insurance 195
195 
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.
Strategy 453
453 
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.
B2B 339
339 
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.
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.
40 Customer Retention Statistics You Need to Know
GetFeedback
DECEMBER 21, 2018
consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Learn more about Net Promoter Score surveys. CallMiner ).
Designing and Rolling Out a Global Customer Experience Strategy
ECXO
JULY 29, 2024
Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer Surveys : Fundamental for gathering direct feedback.
Strategy 380
380 
B2B Customer Experience: The Complete Guide
InMoment XI
JANUARY 9, 2024
Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score.
B2B 413
413 
CX University and Mauricio Alanís Launch Spanish Version of Customer Experience Specialist (CXS)™ Program
CX University
OCTOBER 31, 2024
Participants will gain knowledge and tools that can be immediately applied in their daily work, enabling them to enhance customer satisfaction and drive competitive differentiation within their organizations. CXU received the 2022 Impact Award from CXPA for its global influence on the practice of CX.
AI Orchestration 101: Making AI Work for Your Business
TechSee
JANUARY 19, 2025
Like a team manager, the AI Orchestrator ensures that all the different AI tools—like chatbots, voice assistants, and visual AI , each with their own unique skills and use cases—work together seamlessly. Just like customer service agents specialize in different areas, AI tools are becoming increasingly specialized.
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). What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)? Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction.
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.
The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes
Uniphore
DECEMBER 13, 2021
From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Increased first contact resolution (FCR) rates.
Retail 262
262 Customer Experience Strategy: An A to Z Glossary
Lumoa
MARCH 20, 2018
Although it might sound hard to implement, in reality, there're modern tools which can help you with that. 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. Image by Retently.
Customer Journey Mapping Examples for Beginners
InMoment XI
MAY 31, 2022
These include Customer Satisfaction and Net Promoter Score. You can gather valuable anecdotal evidence from a social media listening tool – as well as from the stories of your own customer success and customer service managers. To get a pulse across your entire customer base, consider tracking core CX metrics.
Let's personalize your content