ChurnZero

JUNE 17, 2022

Irit: How do you come up with a benchmark? There should be an open feedback loop. Whether that be for meetings or for something like, we’ve completed onboarding let’s measure satisfaction overall, we do need to get the customer’s opinion. We also look at this in a 30-day period. These should be very in sync.

Metrics 98

Metrics SaaS Surveys Self service 98

SmartKarrot

JANUARY 4, 2023

According to Gartner, “over 75% of companies will abandon as a measure of success for customer service and support NPS measurement by 2025”. In its space, the recommendation relies on customer effort score (CES), customer satisfaction (CSAT), etc. Benchmark against internal metrics. Like what you are reading?

SaaS 10

SaaS Benchmark B2B Metrics 10

ChurnZero

JUNE 17, 2022

Irit: How do you come up with a benchmark? There should be an open feedback loop. Whether that be for meetings or for something like, we’ve completed onboarding let’s measure satisfaction overall, we do need to get the customer’s opinion. We also look at this in a 30-day period. These should be very in sync.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

APRIL 13, 2022

It is imperative for customer success professionals and all other teams to keep CX in mind while charting a plan. Customer experience is measured in every B2B SaaS organization. Customer Satisfaction Score: Customer Satisfaction Score or CSAT is a popular CX metric. Some of them are-.

Customer Experience 10

Customer Experience Abandon rate Metrics SaaS 10

Solvvy

JULY 8, 2022

Take customer satisfaction. Even customers can struggle with quantifying how happy they are with your services. But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Help Scout

JULY 20, 2021

A willingness to make it easy (and efficient) is key to becoming a customer service-oriented team. Setting up benchmarks for the standards you’d like to achieve with your customers is an essential step for deepening your customer orientation. Here’s a typical example: Imagine you’re on the support team for a SaaS product.

Sales 145

Sales Feedback Metrics Surveys 145

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. You can think of it as a numerical value that indicates how loyal your customers are. In some industries, this number can get as high as 80%.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

Amity

OCTOBER 23, 2018

This really depends on your industry so you want to familiarize yourself with industry benchmarks. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis. It typically involves interviewing customers and looking at your NPS scores and strategy. Volume of Support Tickets.

Metrics 76

Metrics Best practices Customer retention SaaS 76

SmartKarrot

AUGUST 23, 2022

If any B2B SaaS (Software as a Service) company, or any company for that matter, had to choose one metric that measures their performance among the dozens of metrics, it would be the NPS or the Net Promoter Score. Almost every SaaS B2B Company trusts the net promoter score to assess its profitability and success in the true sense.

B2B 10

B2B SaaS Metrics Surveys 10

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. This feature increases customer satisfaction by saving the customer time and frustration. By saving your customers effort, you can increase their overall user experience.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Pointillist

JUNE 15, 2018

It would be easy to define and measure if we relied on the customer to indicate they are no longer a customer. Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. But for most businesses, retention activity is passive in the sense that the customer does not inform you that she is leaving.

Customer retention 110

Customer retention Analytics Airlines Personalization 110

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. This feature increases customer satisfaction by saving the customer time and frustration. By saving your customers effort, you can increase their overall user experience.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54