Genroe

JANUARY 21, 2015

Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. Too often we are quick to reject feedback from customers as wrong.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. So while I'd recommend this as a tool for those who want to gather the right feedback, I wouldn't say it's the only one.

Consulting 135

Consulting Consulting Metrics Feedback 135

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Let’s look at the example above to learn how to take action. What is NPS? What does that look like?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

delighted

FEBRUARY 22, 2019

In this post, we’ll walk you through 7 customer survey types that can be leveraged to contextualize your customer feedback and dramatically improve your CX program. There are a variety of customer experience surveys that can be employed to collect customer feedback. NPS provides a convenient benchmark for your product’s success.

Surveys 57

Surveys Customer effort Feedback Benchmark 57

delighted

APRIL 19, 2019

Let’s take a closer look at relationship versus transactional surveys using NPS, CSAT, and CES surveys as clarifying examples. 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 59

Surveys Customer Experience Feedback Metrics 59

delighted

APRIL 19, 2019

Let’s take a closer look at relationship versus transactional surveys using NPS, CSAT, and CES surveys as clarifying examples. 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

SmartKarrot

SEPTEMBER 22, 2022

The Net Promotor Score was created by Fred Reichheld in 2003 and is used by businesses globally. They are not satisfied with their experience and can provide negative feedback. For example, if 60% are Promotors and 20% are Detractors your NPS would be 40. How do you calculate your NPS? Like what you are reading? contact-form-7].

Surveys 10

Surveys Feedback Benchmark APIs 10

SmartKarrot

AUGUST 23, 2022

The NPS was developed in 2003 by Fred Reichheld of Bain & Company as a customer loyalty metric. For example: If the percentage of detractors was 25%, the passives 50%, and the promoters 25%, the NPS would be zero. For example: if a customer recommends a product to a friend, there is no guarantee the friend will pick the product.

B2B 10

B2B SaaS Metrics Surveys 10

Netomi

JANUARY 5, 2022

Our favorite content from Annette : Unified CX: Real World Examples. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Follow Annette on Social Media: Twitter: Annette Franz, CCXP (@annettefranz). Proactive or Reactive CX? Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98