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

TechSee

MAY 1, 2022

Customer Referral Rate shows how many customers promote your company by referrals to friends or colleagues. Net promoter score (NPS) takes a wider view and offers deeper insight into overall customer loyalty to the organization rather than as an indication of satisfaction with specific touchpoints or problem areas.

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

Guavus

JUNE 23, 2022

“The reason the carriers would like to get rid of old legacy tech is to free up that wireless spectrum,” said Ian Fogg , vice president of analysis at mobile analytics firm OpenSignal. As we discussed in the last blog post, voice experience is a key driver of Net Promoter Score (NPS).

Net Promoter Score 98

Net Promoter Score Analytics Wireless NPS 98

Qualtrics

JANUARY 3, 2020

consumer industries: Airlines, auto dealers, banks, car rentals, computers, credit cards, fast food, groceries, health insurance, hotels, insurance, investments, Internet/TV service, parcel services, retailers, software, streaming media, TVs & appliances, utilities, and wireless.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

PeopleMetrics

DECEMBER 19, 2014

For example, we’ll conduct Wows and Woes studies to dive into a client’s Net Promoter Score (NPS) or Customer Satisfaction. That leads to learning why customers choose to promote brands, and what is interfering with positive experiences?

Data 83

Data How To Net Promoter Score Wireless 83

SurveySensum

JULY 17, 2024

Verizon Wireless Continues To Lead Verizon Wireless leads the wireless industry in customer loyalty , maintaining the lowest customer churn rate among major U.S. This success is attributed to Verizon’s reliable network, excellent customer service, and an extensive range of wireless devices.

NPS 52

NPS Wireless Loyalty Telecommunications 52

Pointillist

JANUARY 19, 2022

Measuring customer experience with Voice of the Customer metrics, such as Net Promoter Score (NPS) ® , is considered a best practice for companies of any size. Typically, wireless providers gauge customer satisfaction with online diagnostic tools or agent-supported channels like live chat or a phone call.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Guavus

JANUARY 16, 2020

The Net Promoter Score (NPS) system that most operators use to determine aggregate customer satisfaction levels is woefully uninformative in terms of what customers are actually experiencing with any given service at any particular time. How does the CSP begin to figure out the root cause of that subscriber’s issue to fix it?

Customer Centricity 64

Customer Centricity Wireless Analytics Net Promoter Score 64

Tricia Morris

FEBRUARY 26, 2016

Leveraging data from cases has enabled service to provide direct input into product and service changes resulting in increased sales and increased customer satisfaction – and a Net Promoter Score (NPS) increase of 50 percent.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc.,

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Guavus

JULY 10, 2018

Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. All of this leads to proactive and insightful customer service which translates to happier customers, higher customer satisfaction, higher Net Promoter Scores (NPS) and less churn.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

PeopleMetrics

JANUARY 12, 2015

Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors. So every quarter, leaders cross-reference customer feedback data with churn levels.

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

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

Beyond Philosophy

JUNE 29, 2015

Time in the store equates to spending on coffee and other products, so Starbucks began testing wireless recharging mats at various locations. Domino’s learned from its community that providing a movie makes a great accompaniment to a pizza delivered to customers’ homes; and, in the U.K,

Consumers 60

Consumers Wireless Banking Leadership 60

Pointillist

OCTOBER 22, 2018

Take for example the Net Promoter Score ® , which is a popular CX metric that captures your customers’ happiness by asking how likely they are to recommend your product or company to others. But simply knowing your overall Net Promoter Score won’t tell you why you are receiving it or, more importantly, how to improve it.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.”. Many customer experience (CX) experts say yes.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

SurveySensum

SEPTEMBER 25, 2024

Costco leads the race for the seventh year in a row with first position in the 2024 ASCI for general merchandise retailers, securing a score of 82. T-Mobile Why They’re Great: T-Mobile’s out-of-the-box concept of “Un-carrier” changed the norms of the wireless carrier industry. Power’s 2024 U.S.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

Bob Hayes

MARCH 2, 2015

I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. Results from both studies showed that CSI scores were positively related to customer loyalty measures. . not recommend).

B2C 40

B2C Net Promoter Score B2B Analysis 40

Bob Hayes

JANUARY 26, 2015

In the second study, as part of a customer relationship survey, I solicited responses from customers of wireless service providers (B2C sample). The sample was obtained using Mechanical Turk by recruiting English-speaking participants to complete a short customer survey about their experience with their wireless service provider.

B2C 40

B2C B2B Wireless Metrics 40

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. But now that you’re measuring it, how do you improve NPS?

NPS 79

NPS Strategy Net Promoter Score How To 79

Michel Falcon Experience

FEBRUARY 11, 2019

But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores? We May, uh, just last quarter, at the end of last year we said, you know what, our survey response rates for net promoter score is down.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

So I went ahead and Got Junk, we launched Net Promoter Score program complaint resolution systems, built customer centered training material for thousands of employees, and many other good things. It could be something like our net promoter score’s down, or response rates to net promoter score are down.

Culture 12

Culture Employee Engagement Company Engagement 12