InMoment XI

SEPTEMBER 25, 2024

Industrial & Aviation Design Gensler’s Los Angeles Aviation and Transportation Studio partnered with InMoment, leveraging sentiment analysis on customer feedback to make better-informed decisions about the planning and design of airports. The Net Promoter Score (NPS) is an essential measurement for the company.

Data 195

Data Social Media Net Promoter Score Analysis 195

AskNicely

NOVEMBER 7, 2018

Here’s an example: In Portland, they tested e-scooters from multiple companies as a way for commuters to get from one transportation hub to another. The post Top 3 Ways to Turn Customer Feedback into Customer Advocacy appeared first on Net Promoter Score from AskNicely. The people in my office were talking about this.

Feedback 150

Feedback Net Promoter Score Lifetime Customer NPS 150

CX University

SEPTEMBER 10, 2021

So what does CX have to do with the rough and ready world of transportation and logistics? The group affirmed that programs to promote CX companywide and report regularly on CX KPIs like Net Promoter Scores are becoming the new normal. Power now sits with the customer,” he says. Empathy is a valued skill.

Groups 94

Groups Transportation Net Promoter Score B2C 94

ViiBE Blog

AUGUST 25, 2021

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Net Promoter Score (NPS). ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Natalia Barszcz. August 25, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Thematic

JANUARY 16, 2025

They used Thematic to tackle their Touchpoint Net Promoter Score (tNPS) across customer-facing teams. Smith & Smith , a vehicle glass repair company in New Zealand, used Thematic to categorize customer themes and connect them to Net Promoter Scores (NPS). Take Vodafone New Zealand , for instance.

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. Tracking net promoter score (NPS) and other satisfaction metrics allows companies to measure success and identify new growth opportunities.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Beyond Philosophy

MARCH 5, 2015

What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

InMoment XI

APRIL 3, 2024

For example, if you are prioritizing customer retention, you may focus on metrics such as customer lifetime value, repeat purchase rate, and Net Promoter Score (NPS) to gauge the effectiveness of your digital interactions in fostering long-term loyalty and advocacy.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

C3Centricity

SEPTEMBER 12, 2016

One of the many surprises in Peru was their transport system. Net promoter score) Apart from its now questioned validity, are you even sure that this metric is relevant to your industry? I actually don’t want the ride to end! Do your customers feel the same about your product or service?

Net Promoter Score 120

Net Promoter Score Airlines Tourism Hotels 120

Thematic

JULY 30, 2018

Greyhound is the well-known bus transportation network, with services across the United States, Canada and Mexico. . Just looking at the Net Promoter Score ( NPS) score, will not let us identify other issues, it only gives us a score of 1-10. Quoting Matthew: Firstly, our survey was way too long.

Analytics 90

Analytics Effort Score Net Promoter Score Analysis 90

ViiBE Blog

JANUARY 19, 2022

Many however scrambled to transport desktops, laptops, and other IT peripherals to the homes of their workforce while others adopted BYOD with proper security and VPN software systems in place. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

Kayako

DECEMBER 3, 2015

Tesla’s mission is “to accelerate the advent of sustainable transport.” Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. At Kayako, our mission is to “help businesses get better at customer service.”.

Customer Service 120

Customer Service How To Case Study NPS 120

Thematic

NOVEMBER 13, 2018

Improve your Net Promoter Score. VOC and Net Promoter Score (NPS) go hand-in-hand: by truly understanding your customers and addressing their biggest concerns, by managing your VOC program properly, you should expect your Net Promoter Score to be positively affected. Who’s nailing VOC?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Centercode

APRIL 16, 2019

I recently had an opportunity to work with Alex Larsen , the manager of the technical operations beta team at Trimble Transportation, on just that. This will give your beta project a score between -100 to 100, similar to the Net Promoter Score (NPS). What percentage of your testers selected 9-10 (Promoters)?

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

delighted

APRIL 16, 2020

Instead of asking the traditional “How likely are you to recommend…” Net Promoter Score question, he’s updated it to read: “How far along are you in work on your research paper due on Wednesday?” Another one of our customers, a logistics management company, has been heavily impacted by supply and transportation disruptions.

Net Promoter Score 45

Net Promoter Score Survey Meeting How To 45

ViiBE Blog

JANUARY 19, 2022

Many however scrambled to transport desktops, laptops, and other IT peripherals to the homes of their workforce while others adopted BYOD with proper security and VPN software systems in place. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. Download now 2.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

ProProfs Chat

JANUARY 7, 2022

For example, Uber and Ola perfectly fulfill the needs of people who want an easily accessible method of transportation from anywhere, anytime. Net Promoter Score (NPS). Hence, Net Promoter Score surveys consist of two parts: a rating question and a follow-up open-ended question to know the reason behind the given rating.

Net Promoter Score 52

Net Promoter Score Marketing NPS Video 52

Chattermill

OCTOBER 9, 2018

For example, if I asked the question “What mode of transport did you use to get to work today? A well-known example of a survey that uses both types of questions is the Net Promoter Score. Car, Bus or Walk.” I would mistakenly miss out ridesharing or cycling. Combining close-ended and open-ended questions.

Survey 60

Survey Net Promoter Score Transportation Effort Score 60

Survicate

SEPTEMBER 4, 2018

If you put yourself in their shoes, you have just been transported out of the app you are using into a browser window. If you plan to run standard Net Promoter Score surveys or Customer Satisfaction surveys than you have to target them with the app in mind. You can check out our guide on measuring Net Promoter Score.

Survey 45

Survey Net Promoter Score Feedback Roadmap 45

Thematic

MARCH 26, 2025

The Case of Greyhound Passenger transportation companies face churn in the form of riders choosing alternate travel options. Track key metrics like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), churn rate, and retention. How do we measure the success of a customer feedback loop?

Feedback 62

Feedback Social Media Analysis Survey 62

delighted

APRIL 16, 2020

Our pre-built Customer Satisfaction Score (CSAT) , Net Promoter Score (NPS) , and Customer Effort Score (CES) survey templates measure sentiment systematically, but tracking those particular metrics may not be your top priority right now. Adding another survey touchpoint to monitor supply chain logistics needs.

Meeting 52

Meeting Survey Net Promoter Score How To 52

ViiBE Blog

AUGUST 17, 2021

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. ViiBE Blog. What is the purpose of customer experience management? Customer experience. Natalia Barszcz. August 17, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Share this article.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

CSM Magazine

MAY 19, 2023

CSAT scores are typically gathered through surveys, where customers rate their satisfaction on a scale of 1 to 5. Net Promoter Scores Net Promoter Score (NPS) is another metric to assess customer experiences.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Michel Falcon Experience

FEBRUARY 19, 2016

Created streams in Hootsuite to track keywords and hashtags, like #CX, customer service, customer experience, Net Promoter Score and many other relevant search terms. I set up Google Alerts to track keywords, like customer experience, customer service, customer centricity, Net Promoter Score, employee engagement and many others.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

SurveySparrow

NOVEMBER 30, 2023

For instance, take this question: What is your preferred mode of transportation? This is a rating scale template created with SurveySparrow: If you look at this Net Promoter Score survey question, respondents can assign a numerical rating that reflects their likelihood of recommending the product.

Survey 52

Survey Net Promoter Score Analysis Transportation 52

PeopleMetrics

MAY 12, 2022

She likes uncomplicated check-in experiences, easy access to transportation, quiet nights, and convenient food options. In the Loyalty stage and beyond, revenue generated from that customer segment, retention rates, lifetime values, and net promoter scores will be helpful. Stages of the Customer Journey.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

SurveySparrow

JANUARY 18, 2024

CX Module: Through Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), you can easily gauge customer sentiments and interactions for a more engaging experience. 5 Suitable For Marketing and Branding, Consulting, Transportation 10. Rating Platform Rating G2 Rating 4.5/5

Healthcare 52

Healthcare Survey Hospitality Transportation 52

SmartKarrot

MAY 29, 2020

For instance, if you want to create a SaaS product for the transport industry, it is important to spend some time working on vehicle dealerships. Moreover, you need to focus on assessing the net promoter score. This will help you evaluate the overall effect of the product success.

Net Promoter Score 11

Net Promoter Score Metrics Customer Retention Effort Score 11

delighted

JUNE 29, 2021

For example, Uber and Lyft can fit the needs of people who want an easily accessible method of transportation on demand. When measuring product/market fit, you must consider three things: doing the research, understanding the market through metrics, and utilizing Net Promoter Score to evaluate and improve your product.

Measurement 95

Measurement Net Promoter Score Marketing How To 95

Horizon CX

DECEMBER 1, 2023

Tesla: Sustainable Transportation and Innovation Tesla has disrupted the automotive industry by addressing the perceived needs of environmentally conscious consumers. The company’s focus on electric vehicles and sustainable transportation aligns with the growing awareness of environmental issues among customers.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ReviewTrackers

FEBRUARY 4, 2019

Just like in retail, travel and transportation, financial services, automotive, and nearly every industry, the old fee-for-service and fix-what’s-broken approach is no longer enough. Identify patient satisfaction metrics. In order to truly measure patient satisfaction, providers must look beyond patient outcomes.

Healthcare 62

Healthcare Net Promoter Score Hospitality Social Media 62

Customer Guru

FEBRUARY 26, 2018

One way to measure this is Net Promoter Score (NPS), which we use regularly at Coverfox. To solve this, we tied up with all Regional Transport Offices across India. This means your customer experience could largely be like a collection of microstructures. At our portal, one can buy a policy in less than 3 minutes.

Insurance 106

Insurance Customer Experience e-support Policies 106

Esteban Kolsky

APRIL 7, 2015

When this job (which is a solution agnostic process) is deconstructed into steps, we understand that they have multiple needs at each step which they evaluate relative to importance and satisfaction (Net Promoter Score not required). Will journey mapping a train ride make any sense when we get Star Trek transporter technology?

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

SurveySensum

OCTOBER 23, 2024

By successfully promoting client products (or services) through different channels these agencies reach their goal, leading to increased satisfaction. Hence, a NPS score of 59. Any issue with services or delays in issue resolution could lower customer satisfaction.

NPS 52

NPS Industry Marketing e-support 52

Retently

APRIL 11, 2019

Most of the time the offline surveys are taken by placing a kiosk or a tablet in the premises of the surveyed service provider, be it a shop, bank, public transport, or by means of interviewers after certain transactions. Moreover, it favours the image of the company, since such initiatives showcase the interest in the voice of the customer.

NPS 75

NPS Survey Multi-Channel Chatbots 75