Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 172

Metrics Customer Experience Benchmark Surveys 172

ProProfs Blog

APRIL 10, 2020

These surveys measure customer satisfaction score (CSAT) that help provide valuable insights that can be used to improve your business strategies and customer retention. Surveys can be conducted frequently to gauge improvement in customer experience. The data obtained can be used to segment customers.

Surveys 109

Surveys Abandon rate Feedback Customer retention 109

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