AskNicely

AUGUST 29, 2018

The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Feedback gets collected and considered once a year amongst a small group, and not readily actioned. How are they taking action on feedback to get results? This inspires the entire company to take action.

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Horizon CX

DECEMBER 27, 2019

It is regarded as an industry-standard CX metric that will likely continue into 2020 and beyond. Its reputation as an industry-standard tends to reinforce the notion that, if everyone else is using it, then it must be good enough for us as well. Summary of Key Learnings. 14% had never used NPS at all.

B2B 52

B2B Surveys B2C Metrics 52

Lumoa

NOVEMBER 8, 2018

Since 2003, when the metric was first introduced, NPS has been gaining popularity. Also, you should not ask your customers to give you feedback before you understand what you would do with it. Net Promoter Score (NPS) As you could clearly see from the graph, NPS is the favourite customer experience metric among Nordic companies.

Metrics 172

Metrics Customer Experience Benchmark Surveys 172