COPC

MAY 19, 2023

For example, if: 25% are promoters (scoring nine or ten), 25% are passives (scoring seven or eight), and 50% are detractors (scoring zero to six), then the NPS score would be 25% – 50% = -25 Net Promoter Score – NPS In 2003, the book The Ultimate Question by Fred Reichheld, a partner at Bain & Company, popularized NPS.

Metrics 69

Metrics industry standards Customer effort Consulting 69

Spearline

AUGUST 25, 2020

As the summer of 2020 comes to a close, moving into the winter months, I have been reflecting on the progress Spearline has made since I co-founded it alongside my college friend and now business partner, Matthew Lawlor, Chief Technical Officer (CTO), back in 2003.

Telecommunications 52

Telecommunications industry standards Benchmark Enterprise 52

AskNicely

AUGUST 29, 2018

The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Surprisingly 54% of growth-oriented companies still don’t use Net Promoter Score – despite being the industry standard metric for measuring customer happiness. Adoption of NPS.

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Revation Systems

MAY 25, 2022

Revation started in 2003, born out of a vision to change industries with the power of communication. As our customers leverage the LinkLive platform to do exactly that, we recognize there may be certain aspects of the tool – and what it makes possible – that are not as obvious as others. A true omnichannel experience.

Contact Center 62

Contact Center Customer Experience Banking Healthcare 62

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 B2C Surveys Metrics 52

Lumoa

NOVEMBER 8, 2018

Since 2003, when the metric was first introduced, NPS has been gaining popularity. Net Promoter Score (NPS) As you could clearly see from the graph, NPS is the favourite customer experience metric among Nordic companies. Now most of Fortune500 companies, incl. Apple, and other global market leaders, incl. AirBnB, benefit from the metric.

Metrics 172

Metrics Customer Experience Benchmark Surveys 172