InMoment XI

NOVEMBER 21, 2024

Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report. Positive word of mouth helps you attract prospects away from your competitors.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

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.

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

InMoment XI

OCTOBER 10, 2022

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Net Promoter Score (NPS) Survey Statistics & Benchmarks.

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

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

NPS Feedback Net Promoter Score B2C 453

eglobalis

FEBRUARY 3, 2025

For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis. surveys, social media, reviews) to identify trends and actionable insights. This enables businesses to address concerns proactively and improve customer satisfaction.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

Retently

APRIL 11, 2023

Below, we’ve explained why measuring customer satisfaction is a long-term process, and how you can leverage Retently and Net Promoter Score® to get an accurate gauge not just of how customers feel about your product but how their thoughts, feelings and feedback change over time.

Net Promoter Score 156

Net Promoter Score Survey NPS Customer Satisfaction 156

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.

Net Promoter Score 52

Net Promoter Score NPS Strategy Effort Score 52

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.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

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. Closing the feedback loop is easier Another benefit of using Net Promoter Score for your B2B company is that you’re far more able to act quickly and decisively on customer feedback.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

Lumoa

FEBRUARY 9, 2023

Employee Net Promoter Score (eNPS) Employee Net Promoter Score (eNPS) is a customer experience strategy used to measure employee satisfaction and loyalty. Net Promoter Score Net Promoter Score , or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

OCTOBER 29, 2024

See what trends are going viral and where customer preferences are leaning. If you have multiple locations across the world, it’s crucial that you don’t ignore regional trends. Net Promoter Score (NPS) Net Promoter Score (NPS) measures how likely customers are to recommend your brand to others.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

NOVEMBER 3, 2024

Both countries have developed their tech sectors by embracing a culture of rapid innovation, cross-sector collaboration, and the exchange of ideas—factors that enable them to respond swiftly to global trends and client demands.

B2B 515

B2B Culture Innovation Loyalty 515

GetFeedback

MAY 23, 2019

A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

NPS 308

NPS Net Promoter Score Effort Score CEM 308

InMoment XI

OCTOBER 30, 2024

There are several best practices, trends, and challenges you need to consider to deliver an exceptional customer experience in insurance. Popular Customer Experience Trends in Insurance Looking at some of the CX trends in insurance can help you identify what you’re doing right and what you can improve.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. It consistently outperforms the average across all NPS drivers.

Net Promoter Score 195

Net Promoter Score NPS Retail Trends 195

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Keeping up with customer experience trends is now an essential part of running a successful business. Are you following these 5 critical customer experience trends? What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Come check out today’s posts and the many more to come!

Trends 244

Trends Net Promoter Score Effort Score Banking 244

InMoment XI

OCTOBER 31, 2024

Common types of calls include: Queries Technical support Refunds or claims Complaints Order placement and tracking Analyzing the most common call types will help you identify trends and prioritize resource allocation. Consider setting objectives for them and giving them recognition when they meet their targets.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 97

Net Promoter Score Company NPS Effort Score 97

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. support ticket trends (are issues increasing or decreasing?), Predictive models also play a big role in finance CX.

Survey 320

Survey Banking NPS Effort Score 320

eglobalis

JUNE 27, 2024

Insights from these teams at companies like Salesforce, DHL, and Walmart highlight trends and areas for improvement. Regularly analyze this feedback to identify trends and areas for improvement. Monitor Market Trends: Stay informed about market trends and competitor activities. Samsung often does that.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Learn more about Net Promoter Score surveys.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

JULY 29, 2024

Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement. Regularly analyze this feedback to identify trends and areas for improvement. Monitor Market Trends : Stay informed about market trends and competitor activities.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 23, 2024

By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank. Popular Customer Experience Trends in Banking Some of the emerging CX trends in banking reflect the ever-increasing demand for faster, smoother, and more efficient customer journeys.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

MAY 15, 2024

If you’re managing a website and wondering how to gauge if your visitors are digging their experience, then Net Promoter Score ® might have popped up on your radar. Let’s start by looking at the pros and cons of surveying your website visitors for Net Promoter Score and direct feedback.

Net Promoter Score 78

Net Promoter Score NPS Effort Score Ecommerce 78

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

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

OCTOBER 17, 2023

They’re constantly changing and adapting to world events, new trends, upgraded technology, and more. Your experience-level goals may look like increasing your net promoter score (NPS) by a certain number in the next year, or launching QR codes surveys. And that’s a good thing!

Customer Experience 370

Customer Experience Net Promoter Score Tips Effort Score 370

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

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)? Alright, we get that it’s important for businesses but, what exactly is Transactional Net Promoter Score (tNPS)?

Net Promoter Score 195

Net Promoter Score NPS Effort Score Survey 195

InMoment XI

MARCH 14, 2025

A call center that stays one step ahead, ready to adjust to evolving trends without missing a beat. Essentially, youre looking for trends to show you whats working well, where processes break down, and what adjustments you can make to improve both customer satisfaction and call center productivity. The result?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Lumoa

MARCH 20, 2018

net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric. The Net Promoter Score is often called " The Only Number You Need to Grow ". The score should be above 0. A company usually follows a set of KPIs.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

JANUARY 13, 2025

Analyze trends, identify friction points, and implement improvements that make a tangible impact on the customer journey. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? CES data is only valuable if you use it. What is CES and Why Does It Matter?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

FEBRUARY 13, 2018

Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. There's a company X that collects customer feedback. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on But guess what? Customer experience is more like an iceberg.

Feedback 277

Feedback Net Promoter Score Effort Score NPS 277

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.

Net Promoter Score 146

Net Promoter Score B2B Survey Company 146

Calabrio

MARCH 5, 2025

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Data Analysis: Transforming Raw Data into Meaningful Patterns Once collected, the CX analytics system undertakes rigorous analysis to identify trends, patterns, and anomalies.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

TechSee

NOVEMBER 27, 2024

47% improvement in Net Promoter Score (NPS). This original report is packed with insights on the latest CX and AI adoption trends, and how today’s innovators are transforming the game, helping businesses give their customers experiences that fuel their growth. 45% reduction in technician dispatches.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

InMoment XI

SEPTEMBER 27, 2023

NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. What’s the Score for Insurance Brands? This understanding can make or break a company’s reputation and long-term success.

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195