ProProfs Blog

JUNE 19, 2020

Based on a rating scale, Net Promoter Score or NPS was ideated by Fred Reichheld, a partner at Bain & Company, in 2003. This metric was devised to measure the level of customer satisfaction. NPS helps companies understand the impact they have on their customers. Focus on Internal NPS Benchmarking. What Is NPS.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

ChurnZero

NOVEMBER 2, 2018

Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003. Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. Upcoming Webinar.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

delighted

FEBRUARY 22, 2019

The success of a CX program often depends on a company’s ability to effectively capture customer data, so choosing your method of capture is the first and most important step. Custom Surveys. Net Promoter Score (NPS) is a method for understanding customer satisfaction and loyalty. Graphic Surveys. What is NPS?

Surveys 57

Surveys Customer effort Feedback Benchmark 57

delighted

APRIL 19, 2019

They ask customers to rate you based on their overall experience rather than on a specific product or service. The NPS system , created by Fred Reichheld from Bain & Company in 2003, uses a simple, standard question to measure customer loyalty and advocacy: How likely are you to recommend [company] to a friend?

Surveys 56

Surveys Customer Experience Feedback Metrics 56

delighted

APRIL 19, 2019

They ask customers to rate you based on their overall experience rather than on a specific product or service. The NPS system , created by Fred Reichheld from Bain & Company in 2003, uses a simple, standard question to measure customer loyalty and advocacy: How likely are you to recommend [company] to a friend?

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98