Interaction Metrics
MAY 16, 2024
Our methods include workshops, customer service evaluations, and a wide range of surveys. Sometimes, clients come to us saying they only need two-question Net Promoter Surveys, which could be true. Often, it is only through customers’ text that we can uncover areas of concern that were not covered in the survey.
DMG Consulting
APRIL 16, 2019
million in 2003 to approximately $1.7 Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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. Using NPS for performance measurement will ensure that those being measured will manipulate the survey processes. Survey Consistency is Vital. Automate your process.
ChurnZero
NOVEMBER 2, 2018
Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003. Once a respondent selects a rating, many NPS surveys will also present a simple follow-up question that seeks to collect more information about WHY the respondent selected the rating they did. Customer Success Around the Web.
Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
Expert insights. Personalized for you.
62 
Let's personalize your content