GetFeedback

SEPTEMBER 20, 2019

Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). .

Metrics 111

Metrics Surveys Feedback Customer effort 111

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? But what is the difference between relationship and transactional surveys? Relationship NPS surveys.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

BlueOcean

FEBRUARY 7, 2019

But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. NPS scores reward outcomes not efforts."

Consulting 135

Consulting Consulting Metrics Feedback 135

AskNicely

JANUARY 10, 2019

Customer experience-focused professionals have known for a while that measurement is important to support their push for better customer experiences. Traditional ways have been wildly inefficient — think long surveys that take 30 minutes to complete — and infrequent — think once a year or even once every two years. What is NPS?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

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. Survey Consistency is Vital. Automate your process.

Best practices 110

Best practices Surveys Benchmark Feedback 110

SmartKarrot

AUGUST 23, 2022

It tracks the willingness of customers to recommend the product or service to their friends, relatives, or peers. It is one where customers evaluate their association with the brand on a scale of 1 to 10. The NPS was developed in 2003 by Fred Reichheld of Bain & Company as a customer loyalty metric. Lack of reasons.

B2B 10

B2B SaaS Metrics Surveys 10