Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Instead, frame CX initiatives in terms of ROI as well as Lynn Hunsaker often writes about.

B2B 339

B2B Customer Journeys How To Effort Score 339

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

AskNicely

SEPTEMBER 6, 2018

Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. Often marketing is the next department concerned with NPS. NPS Strategy Requires a Team Effort. Departments Using NPS. NPS and Internal Executive Team. NPS For Product.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

Experience Matters

DECEMBER 31, 2014

9 Recommendations For Net Promoter Score (NPS) (2011). Report: Net Promoter Score Benchmark Study, 2013 (2013). note: See updated NPS benchmark from 2014 ]. Report: ROI of Customer Experience, 2014. As I’ve noted in parenthesis, some of these posts were written in previous years.

Net Promoter Score 254

Net Promoter Score Customer Journeys Infographics Customer Experience 254

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. How to Justify the Case for CX in Your Organization (and Prove the ROI!).” Proving the ROI of your CX initiatives. Why your leadership should care about CX.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. From an employee side, are you doing something beyond your classic employee engagement study. What are you doing with it?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

System 317

System Effort Score NPS Net Promoter Score 317

Experience Matters

SEPTEMBER 10, 2018

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. I have a whole post that looks into this relationship in more detail.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

SEPTEMBER 3, 2022

The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score® (NPS) over 30 months. The post 5 rules for a highly successful customer experience implementation with amazing ROI!

Case Study 113

Case Study ROI Study Net Promoter Score 113

SurveySensum

DECEMBER 4, 2024

Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. In this guide, we’re going to take a deep dive into why NPS in banking industry is so important, how to work it out, how to use it to get better, and more. What is NPS in Banking and Other Financial Institutions?

Banking 52

Banking NPS Financial Net Promoter Score 52

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

AskNicely

MARCH 30, 2017

That’s where Net Promoter Score (NPS) surveys can come to the rescue. Using NPS surveys – you can achieve all of the above and more. This post is the first in a eleven part series, where we’ll cover everything you need to know about NPS surveys and ultimately, how you can improve customer service, success and satisfaction.

NPS 150

NPS Net Promoter Score Customer Satisfaction Survey 150

Northridge Group

MARCH 4, 2025

The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score). They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI first appeared on Northridge Group.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

Kustomer

AUGUST 3, 2021

Study Further Finds That Centralizing CX Operations And Use of Automation and Intelligence Provides Measurable Value To Brands. TEI Study Findings. The study found a host of quantified benefits of using Kustomer, including: Reduced net cost of CRM tool by 40%. Download the full Total Economic Impact™ Study.

Study 96

Study ROI Net Promoter Score CRM 96

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

InMoment XI

APRIL 13, 2022

NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. From an employee perspective, are you doing something beyond a basic employee engagement study?

Metrics 195

Metrics NPS Infographics Effort Score 195

Alida

NOVEMBER 25, 2016

This raises the question: What is the ROI of customer intelligence and how do you measure it? Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. Research from this one study alone drove more than $500,000 in advertising sales and $3.2

ROI 100

ROI Measurement Brands Net Promoter Score 100

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. There are various elements to take into consideration when trying to work out the ROI of a conversational bot.

Self Service 116

Self Service Chatbots ROI Return on Investment 116

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. What is the ROI of Customer Experience Analytics? Most organizations struggle proving ROI with their CX programs.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

AskNicely

SEPTEMBER 25, 2018

The Case for Executive Buy-in For an Advanced NPS Program. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program. Get The NPS Benchmark Study.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

ECXO

DECEMBER 25, 2024

Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES). Example Action: Use analytics tools to link CSAT improvements to revenue growth, demonstrating CXs ROI. Use testimonials and case studies to showcase real-world impacts.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

BlueOcean

JANUARY 9, 2018

According to a Deloitte study , 33% of contact centers have taken the first steps and plan to invest in AI and robotics in the next two years. Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Beyond Philosophy

SEPTEMBER 8, 2022

The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. It could be increased market share, improved NPS, or higher customer retention. The post 5 rules for a highly successful customer experience implementation with amazing ROI! Rule #2: Measure.

Case Study 97

Case Study ROI Study Customer Experience 97

InMoment XI

FEBRUARY 12, 2024

Whether it’s tracking customer acquisition costs, monitoring sales conversion rates, or analyzing customer lifetime value, access to relevant and actionable data empowers stakeholders to collaborate effectively and optimize strategies to maximize overall company ROI. How Does Integrated Customer Experience Work?

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them. NPS = 62%-21% = 41.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI Effort Score e-support Metrics 98

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. More Types of Customer Experience ROI. That sounds like a tremendous ROI to me. Let’s investigate each of these ideas further.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

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. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

FEBRUARY 2, 2024

Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates. A Harvard Business Review study found that a 12-point increase in NPS leads to a doubling of a company’s growth rate. Responding to both positive and negative feedback can’t be overstated enough.

Hospitality 195

Hospitality Call Center Retail NPS 195

AskNicely

MARCH 15, 2018

A recent study by Adobe showed that customers who have a less-than-stellar digital experience with your brand are 88% less likely to return for another one. And on the ROI front, Harvard Business Review relates that “customers who have the best past experiences spend 140% more compared to those who had poor past experiences.”.

Customer Journeys 150

Customer Journeys Net Promoter Score Customer Experience NPS 150

CloudCherry

DECEMBER 1, 2018

In a recent study of 1000 consumers, Customer Thermometer found that 70% of people have abandoned a survey before completing it, 45% of customers tend to ignore requests for feedback. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. In fact, only 9% of customers answer thoughtfully.

CEM 186

CEM CRM ROI Survey 186

CloudCherry

JULY 18, 2018

And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals. Survey for Net Promoter Score (NPS). NPS is found to correlate with revenue growth and NPS leaders tend to grow at twice the rate of their competitors.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170