Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Why is NPS ® going up or down? Net Promoter System Net Promoter System, or NPS, consists of the Net Promoter Score and open text feedback.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it. Net Promoter Score (NPS): Measures customer loyalty and advocacy.

Contact Center 130

Contact Center Management Strategy Call Center 130

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Why is NPS ® going up or down? net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Thematic

MARCH 20, 2025

Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Melodics did this by using insights to shape their product roadmap, reducing engineering costs while prioritizing features that actually mattered to users​ 7. Track NPS, CSAT, churn rate, and engagement metrics to gauge success.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

SuiteCX

MARCH 31, 2015

Common HR hiring policies. ©2015 suitecx – Confidential CJM Governance scope: Process Roadmap Initiative Management Agile Development Measurement & Metrics •  Development process by which requirements and solutions evolve through collaboration between cross-‐functional teams . Common metrics.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

SurveySensum

MARCH 12, 2025

Customer Satisfaction Managers For those responsible for the customer experience , cross-tab data visualization transforms standard satisfaction surveys into a detailed roadmap of customer behavior. Customers who face longer claim processing times tend to report lower satisfaction, particularly in specific regions or for certain policy types.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Thematic

FEBRUARY 24, 2025

Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

DCX

JANUARY 28, 2025

This might mean better training, clearer policies, or just more autonomy. Current CX Metrics and KPIs: Collect data on what your team is already measuring—response times, resolution rates, NPS, etc.—to Break down specific practices or policies that make them stand out." Empowered employees equal happier customers.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Why is NPS ® going up or down? net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Wootric CX Blog

MARCH 15, 2020

Establish a company policy of flexibility. For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. You’ll be remembered for it. . Be open to changing how you usually do things if it makes sense and shows compassion.

Company 125

Company e-support How To Chief Customer Officer 125

Retently

NOVEMBER 27, 2024

It’s like a roadmap that shows where things are working – and where they’re not. Gather Feedback: Use tools like CSAT and NPS surveys to collect insights on what’s working and where you can improve. For example, if multiple customers mention a confusing return policy, simplify it to boost satisfaction.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Help Scout

APRIL 27, 2021

They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product. Traditionally this has been done with CSAT surveys or NPS, but there are many other ways that you can learn about your customers: Focus groups. Happy customers buy more from your company.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

ClearAction

MARCH 27, 2021

NPS) and customer service and success metrics are about your firm, product or people. Root cause analysis may identify engineering issues, service skill gaps, business process complications, or outdated policies. Roadmap: Quantify the value ratio for all choices available to your customer.

Customer Experience 77

Customer Experience Metrics Roadmap Advertising 77

Thematic

MARCH 26, 2025

Here are few of the places where you can get customer feedback from: Surveys – NPS , CSAT, and CES surveys provide structured, scalable insights across your customer base. Public product roadmaps – Transparency wins customer trust. after purchase, after customer service resolution). Where Should You Collect Feedback From?

Feedback 62

Feedback Social Media Analysis Survey 62

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . Adoption Breadth : Usage or Adoption of you top 3-5 core/sticky features.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

Thematic

JUNE 17, 2024

Whether you're a seasoned CX professional or just starting your journey, this article will distill the experts' wisdom into seven key takeaways, offering a roadmap to transform your VOC program from a cost center into a powerful engine for growth. We're here to improve the business the tangible business value."

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

Gainsight

MARCH 30, 2020

Company/T&C policy updates. Some types of surveys you can use are: NPS. An NPS survey triggered for users in Gainsight PX. Incorporate feedback into your product roadmap. Support delays/FAQs. Trial extensions. Event cancellations/rescheduling. System outages/planned maintenance. Free trainings/learning resources.

How To 59

How To Analysis NPS Trends 59

Kustomer

AUGUST 19, 2021

They need to be at the forefront of every business decision and policy made within the company. Wendi’s secret to success in this aspect is performing NPS every single month, which comes with many benefits. You’ve got CX people talking about NPS and the voice of the customer, CEOs talking about bottom and top line.

Chief Customer Officer 92

Chief Customer Officer Culture NPS B2B 92

Wootric CX Blog

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Upgrade the NPS program. Relationship: NPS surveys in-app, from web, and via email. Collect in-app feedback to get a pulse on end-user experience.

Effort Score 52

Effort Score Roadmap Touchpoint NPS 52

Thematic

APRIL 17, 2024

Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Is there a specific policy that's a consistent pain point? Reactive Adjustments: Be prepared to ramp up analysis during major changes (new product, policy shifts) to quickly detect their impact.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Is there a specific policy that's a consistent pain point? Reactive Adjustments: Be prepared to ramp up analysis during major changes (new product, policy shifts) to quickly detect their impact.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Is there a specific policy that's a consistent pain point? Reactive Adjustments: Be prepared to ramp up analysis during major changes (new product, policy shifts) to quickly detect their impact.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Retently

JULY 3, 2024

Integrating anonymous feedback into business strategy helps identify trends, informs policy changes, and facilitates continuous growth and improvement within companies. Honest feedback is like a roadmap for businesses. Imagine trying to improve your cooking without ever tasting your food or hearing what others think about it.

Tools 78

Tools Feedback Analytics Survey 78

SurveySensum

SEPTEMBER 25, 2024

Amazon’s policies, such as free shipping on eligible orders and automatic refunds, are some of the strategies that the company is willing to go the extra mile. No wonder Amazon’s NPS stands at 73 and its score in the American Customer Satisfaction Index (ACSI) was 83 out of 100, showing a positive customer sentiment.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

ProProfs Chat

AUGUST 13, 2021

This blog gives you a detailed roadmap to frame employee satisfaction survey questions to create a happy work culture. c) Attain Organizational Growth Prospects: With an employee satisfaction survey, you can predict the growth roadmap of your organization. c) Do you think that the promotion and pay policies are just? (d)

Survey 52

Survey e-support Culture Training 52

delighted

MARCH 24, 2020

Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. They have now increased their NPS by ten points year over year from 28 to 38, indicating increased customer loyalty. NPS continues to be their guiding star. Here’s an example.

Customer Retention 42

Customer Retention Customer Experience How To NPS 42

SurveySensum

JULY 14, 2020

She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia. Lead CX Analytics and Insights Manager at CenturyLink.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

delighted

JANUARY 14, 2020

Running a successful NPS program is more than simply asking your customers for feedback. But an often undervalued aspect of doing NPS well is rigorously following up, also known as closing the loop , with detractors. They can grant an extension on the return policy and include a free return shipping label.

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Honesty : Be truthful and upfront about product features, pricing, and policies.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Honesty : Be truthful and upfront about product features, pricing, and policies.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySparrow

AUGUST 28, 2023

Net Promoter Score (NPS) : Send out NPS surveys to gauge overall customer satisfaction and identify promoters, passives, and detractors. 7 Data Security and Privacy Transparency: Clearly communicate your data security measures and privacy policies during onboarding. Let them know their input is valued and considered. #7

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

SurveySensum

NOVEMBER 22, 2021

It includes issues that require system changes, policy updates, process improvements, pricing, product features, etc. They identify the bugs or feature requests for the product improvement and add them to the product roadmap. Identify the common problems with the most negative sentiment or low CSAT/NPS scores.

Feedback 52

Feedback B2C B2B Touchpoint 52

SurveySensum

FEBRUARY 27, 2024

They provide a “work from anywhere” policy and also encourage employees to take regular breaks and participate in physical activities. Google’s “20% time” policy allows employees to dedicate a portion of their workweek to pursue projects outside their core responsibilities, fostering creativity and continuous learning.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

SurveySensum

JULY 12, 2023

Develop a roadmap that outlines the steps to be taken, responsible parties, and timelines for implementation. Execute the action roadmap , making necessary adjustments to products, services, processes, or policies based on survey insights. This ensures that actions are well-defined and progress can be tracked effectively.

Retail 52

Retail Survey Feedback Roadmap 52

SurveySensum

JULY 12, 2023

Develop a roadmap that outlines the steps to be taken, responsible parties, and timelines for implementation. Execute the action roadmap , making necessary adjustments to products, services, processes, or policies based on survey insights. This ensures that actions are well-defined and progress can be tracked effectively.

Retail 52

Retail Survey Feedback Roadmap 52