GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results.

NPS 199

NPS Net Promoter Score How To Effort Score 199

Kayako

FEBRUARY 14, 2017

Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. What is NPS? Can you prioritize software fixes or features if it’s a big enough problem for customers? Cheryl Pasquale reviews the latest NPS reports at Charles Schwab each day. Every company wants loyal customers.

NPS 151

NPS Feedback Loyalty Net Promoter Score 151

AskNicely

JUNE 20, 2015

Building your brand around customer-centric metrics is vital, and this is one big reason Bill is a heavy advocate of Net Promoter Score (NPS). A lot of companies may use something no one likes—like their expense reporting software—but employees still use it so they can get paid. It doesn’t mean they’re happy with it,” says Bill.

NPS 150

NPS Net Promoter Score Effort Score Customer Centricity 150

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. However, your NPS data is just a number without tracking the right KPIs. Let’s find out!

NPS 52

NPS Loyalty Effort Score Analysis 52

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? upselling to the most loyal customers) Process changes (e.g. Why are your customers turning away from you?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Calabrio

MARCH 22, 2025

Utilizing leading contact center forecasting and scheduling software can help you master both parts. The latest AI-driven quality management software changes all that, enabling contact centers to evaluate 100% of customer interactions, eliminate bias from evaluations, and rapidly deliver personalized feedback to agents for faster improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

Thematic

MARCH 30, 2025

It improves your NPS and survey engagement. Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 62

Feedback Roadmap Effort Score NPS 62

AskNicely

OCTOBER 18, 2015

“With this data, you are able to tweak your activities based on the feedback that you’re getting from NPS,” she says. “So, Using customer feedback to define the product roadmap. So we quickly started collecting all that feedback and now that’s a major part of how we decide on the product roadmap.”. Incredibly easy to set up.

Video 186

Video Net Promoter Score NPS Roadmap 186

Wootric CX Blog

NOVEMBER 4, 2020

Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ). What is Net Promoter Score (NPS)? Net Promoter Score (NPS) is a CX metric that surveys customers based on one question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

AskNicely

APRIL 4, 2018

How does a SaaS-based fleet software company solve complex customer needs at scale? Fleet Management Software Meets Real-Time Customer Feedback. Operationalizing customer feedback at Fleetio required an always-on approach to NPS. We decided Net Promoter Score (NPS) was the best way to do that.”. Wendy Pochop.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). the question of NPS for your company:? Pitfall #1: NPS reports aren’t showing the full picture.

NPS 96

NPS Net Promoter Score Company Roadmap 96

InMoment XI

DECEMBER 7, 2023

Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. NPS is a great place to start when you’re looking to measure customer experience. monthly, quarterly, or annually).

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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

AskNicely

OCTOBER 18, 2015

“With this data, you are able to tweak your activities based on the feedback that you’re getting from NPS,” she says. “So, Using customer feedback to define the product roadmap. So we quickly started collecting all that feedback and now that’s a major part of how we decide on the product roadmap.”. Incredibly easy to set up.

Video 150

Video Net Promoter Score NPS Roadmap 150

Lumoa

MARCH 31, 2021

Example 3 Insight: Your NPS score dropped by 5 points last month. VS. Actionable insights: Your NPS score dropped by 5 points last month due to an unsuccessful software update. If you want to collect feedback through surveys, then the three most commonly used surveys are: NPS , CSAT , and CES.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. In short, it’ll make your life way easier.

Roadmap 75

Roadmap Analytics Analysis NPS 75

Customer Bliss

JANUARY 25, 2019

Like many other leaders in this role, he began collecting VOC data, NPS reports, complementary data, and spent time talking to people in his department. He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. Create Organizational CX Cadence.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Thematic

MARCH 20, 2025

Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Use tools like thematic analysis software to combine insights from multiple channels into one unified view. Track NPS, CSAT, churn rate, and engagement metrics to gauge success. Identify key decision-makers. Set measurable goals.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? What does the company want to achieve?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

InMoment XI

JANUARY 10, 2023

And of course, they’ve got a product team constantly working to improve their software with customers in mind. Each department has its own set of metrics, uses its own software, and focuses its attention on one specific leg of the customer journey. Create a roadmap : Allow qualitative feedback to drive your plan for CX improvement.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. A robust reputation management software like InMoment provides a complete picture of social media sentiment toward your brand and helps you generate the best possible responses by leveraging generative AI.

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Feedback How To Social Media B2C 195

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. AI powered software automates the process, so you can easily see what matters. Identify pain points Feedback analytics software analyzes the feedback users share to identify, understand and quantify pain points. It’s noisy data!

Analytics 71

Analytics Software Feedback Management 71

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

Retently

JULY 8, 2024

Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. But here’s the big question: should you run an ongoing NPS campaign, periodic NPS campaigns, or maybe consider a different approach? Brief Explanation of NPS So, what exactly is NPS? Why is it Important?

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. Yet because product roadmaps are living, breathing documents that can and should evolve, it can be frustrating to construct them. A roadmap to revenue growth.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

Retently

SEPTEMBER 6, 2018

Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. The ‘What’ and ‘When’ of Relationship NPS. Relationship NPS use general, nonspecific language that doesn’t mention any specific purchase or event.

NPS 66

NPS Net Promoter Score Survey Touchpoint 66

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Chances are, you already have a goldmine of information from various sources: Customer Surveys: NPS, CSAT, or post-purchase surveys give direct customer input.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Gainsight

JUNE 16, 2022

If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. . Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. So, how do you get beyond the distractions to build a roadmap you can defend and align around?

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

ProProfs Chat

APRIL 12, 2019

More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This has led to companies using Net Promoter Score (NPS) surveys as a metric to evaluate customer loyalty and reduce churn rate. So what is NPS and how does it work? What is NPS and How it Works.

Net Promoter Score 80

Net Promoter Score Customer Retention Company NPS 80

Thematic

MARCH 30, 2025

For instance, connect your helpdesk and survey software, so all teams see the full history of customer feedback. Thematic AI-powered software to transform qualitative data into powerful insights that drive decision making. Software and platforms designed for feedback management can greatly enhance a customer feedback loop.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. Beyond NPS scores, CX metrics in 2025 will focus on emotions. How to Act on It Deploy Tools : Invest in emotional analytics software to track real-time sentiment. Contact us to unify your CX.

Trends 52

Trends Customer Experience Omni-Channel How To 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? Book free guided trial of Thematic 6.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

JANUARY 7, 2025

Thematic AI-powered software to transform qualitative data into powerful insights that drive decision making. This sentiment analysis software will go through social media posts, for instance, and use thematic analysis or semantic analysis to determine the emotional tone of customer feedback. NPS) and qualitative (e.g.,

Analysis 62

Analysis Social Media How To Effort Score 62

rethinkCX

MARCH 4, 2025

Unlike your typical call center metrics (covered in our CSAT/NPS guide ), VoC focuses on qualitative insightsfeelings, not just numbers. A tech firm might see buggy software in 30% of commentspriority one. Analysis turns noise into a roadmap. NPS rise)link to CSAT/NPS. Track Impact : Post-fix, check metrics (e.g.,

Loyalty 52

Loyalty Social Media Customer Journeys Multi-Channel 52