Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. We also compared overall results to our benchmarks from the previous five years. B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group Research

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The ROI of Contact Center Benchmarking

Transparent BPO

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking.

Live Chat Benchmark Data 2021

Comm100

Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Free Download: Live Chat Benchmark Report 2021. – C olin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group.

Report: Fan Experience Benchmark: U.S. Professional Sports

Experience Matters

We just published a Temkin Group report, Fan Experience Benchmark: U.S. For seven years in a row, Temkin Group has tracked U.S. The post Report: Fan Experience Benchmark: U.S. Aimee Lucas Research Benchmarks Bruce Temkin Research Customer experience Sports Temkin Group Research MLB MLS NASCAR NBA NFL NHL PGA USTA WNBAProfessional Sports: U.S. Consumers’ TV Preferences And In-Person Experiences For MLB, MLS, NASCAR, NBA, NFL, NHL, PGA, USTA, and WNBA.

Report: Channel Preferences Benchmark, 2018

Experience Matters

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. This data snapshot examines how channel preferences vary across age groups, how these preferences have changed over the past year, and how channel preferences differ across multiple activities. Here are previous benchmarks from 2016, 2015, and Read More. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®.

Insights From The First Advocate Marketing Benchmark Study

Influitive

The first benchmark study on advocate marketing, “Measuring Success With Advocacy: Advocate Marketing Benchmark Study” has just been released by Waypoint Group and Influitive. The post Insights From The First Advocate Marketing Benchmark Study appeared first on Influitive. Wondering how other companies are performing when it comes to advocate marketing?

How To Benchmark Your NPS

ChurnZero

How can you compare your score to others in your industry, or to any general benchmarks? Below, I’ll walk through some strategies for both external and internal benchmarking, as well as try to convince you that the score itself should be the last thing on your mind. External Benchmarks. Overall Benchmarks. Industry Benchmarks. You can read the details of that study on Delighted’s NPS Benchmarking page and compare your score! Internal Benchmarks.

NPS Benchmarks for 2018: How Do You Compare?

AskNicely

” NPS Benchmarks. Feedback gets collected and considered once a year amongst a small group, and not readily actioned. Best NPS Benchmarks Are a Result of NPS Best Practices. As an NPS software company, we wanted to dive into NPS benchmark research for a few reasons. Further, we simply wanted to come up with a great way to answer those NPS benchmarking questions we get from our customers every day. NPS Benchmark Study.

Great News: Temkin Group Joins Forces With Qualtrics

Experience Matters

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. The Institute will create industry benchmarks, drive groundbreaking thought leadership, and guide ongoing program optimization for customers. The post Great News: Temkin Group Joins Forces With Qualtrics appeared first on Customer Experience Matters®. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).

Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

Experience Matters

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. Bruce Temkin Research Customer experience ROI of Customer Experience Temkin Group Research

An Exciting Year For Temkin Group Research

Experience Matters

As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The topics covered a number of areas, including: Best practices Industry benchmark data Competency & maturity assessments Business impact & ROI Next year should be even Read More. The post An Exciting Year For Temkin Group Research appeared first on Customer Experience Matters®. As the year winds down, it’s fun to look back and appreciate what’s been done.

Know These 4 Customer Experience Benchmarks to Succeed in 2021

COPC

In the annual Customer Experience Management Benchmark Series (CXMB) 2020 Corporate Edition report, produced by COPC Inc. Both surveyed groups saw significant growth with SSTs, which far outpaced human-assisted channels.

Dataset: UK Net Promoter Score Benchmark, 2017

Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries. The excel spreadsheet includes detailed NPS for all 157 companies and 16 industries, along with data on industry-level NPS by the age group of the respondents. NPS benchmark study.

[Q&A] B2B SaaS Benchmarks: How Does Your Company Compare to +1,500 of Its Peers?

ChurnZero

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. They just need to be aware of it and that’s why this kind of thing is helpful with the benchmarking data that you can compare.

NPS Benchmarks for 2018: Results and Reactions Webinar

AskNicely

NPS Benchmarks are increasingly of interest. Traditionally, NPS was collected and considered once a year amongst a small group and wasn’t readily actioned. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. Group Editorial Director. 2018 NPS Benchmark Study: Results and Reactions Webinar. However, it’s not just about “what is a good NPS score?”

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. Why internal benchmarking?

Taylor Reach Group to Perform Contact Center Strategic Assessment for Organ Procurement Agency

Taylor Reach Group

The Taylor Reach Group, Inc., “Our strategic assessment process helps the client find benchmarks for contact center performance while developing a clear picture of all the intricacies that go into the center’s operations,” says Colin Taylor, CEO and Chief Chaos Officer at Taylor Reach. “We’ll About The Taylor Reach Group, Inc.

Benchmarks is here. See how your NPS stacks up with our newest report.

delighted

Find out how your real-time NPS compares to competitors in 20 industries with Benchmarks, our newest in-platform report. With this report, you’ll be able to get an external benchmark for how strong your customer experience is, in quick and simple Delighted fashion.

Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader

Taylor Reach Group

The Taylor Reach Group, Inc., “Our strategic assessment process helps the client find benchmark the contact center performance against best practice centers, while developing a clear picture of all the intricacies that go into the center’s operations,” says Colin Taylor, CEO and Chief Chaos Officer at Taylor Reach. About The Taylor Reach Group, Inc. Media Contact: For more information on The Taylor Reach Group, Inc.

Top 10 Customer Experience Groups on LinkedIn, and Why

Fonolo

LinkedIn Groups give top business professionals the ability to follow the trends and conversations going on in their industry, while also sharing relevant content with peers. There are a lot of groups to choose from on LinkedIn, and if you’re a customer experience professional you probably don’t have a lot of time to weed through all your recommended groups. We hope this makes group finding a bit easier! Plus, it’s the only active group of its kind on LinkedIn.

7 Strategies to Benchmark SaaS Customers to Success

Amity

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. The comparative insights from benchmarking motivate customers to make changes that produce better outcomes with their solutions. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking.

Report: 2018 Temkin Experience Ratings (U.S.)

Experience Matters

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. Benchmarks Bruce Temkin Research Customer Connectedness Customer experience Industry Data Temkin Group ResearchTo generate these Ratings, we asked 10,000 U.S.

Axis Group Achieves ServiceMark Accreditation from the Institute of Customer Service

CSM Magazine

Axis Group has successfully achieved the ServiceMark Accreditation from The Institute of Customer Service following a major initiative to put customer service at the forefront of its businesses within the cleaning, security and reception services sectors. Axis Group CEO Jonathan Levine says gaining accreditation is an incredible achievement: “We are the only security, cleaning and reception companies to have achieved the ServiceMark Accreditation.

Hear Tony Medrano’s Benchmark CallTalk Podcast Recording

RapportBoost

Some demographic groups (like millennials) prefer chat as a medium of communication. In a hyper-competitive market, it’s risky to ignore growing groups of customers. Across the board, our clients see huge gains when they dedicate a group of agents to chat. The post Hear Tony Medrano’s Benchmark CallTalk Podcast Recording appeared first on RapportBoost.AI.

Report: 2017 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. B2B CX Benchmarks Bruce Temkin Research Business impact Customer experience ROI of Customer Experience Tech Vendors Temkin Group Research

Report: What Happens After a Good or Bad Experience, 2018

Experience Matters

Benchmarks Bruce Temkin Research Business impact CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Industry Data Temkin Group Research Voice of the customerTo understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries.

The State of Customer Service Report: 500+ leaders benchmark their support

CSM Magazine

The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals. Download the report for the chance to benchmark your current strategy against leading brands and find out how leaders are exceeding customer expectations, with customer service at the center of the business.

2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, & Nationwide On Top

Experience Matters

That’s why Temkin Group has been measuring forgiveness for several years in the U.S. 2017 UK Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].

Report: Employee Engagement Competency & Maturity, 2018

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment. Aimee Lucas Research Assessments Benchmarks Bruce Temkin Research CCXP1 Customer-Centric Culture CCXP4 Customer Experience Strategy Customer experience Employee Engagement Temkin Group Research Trends

Report: The Customer Journeys That Matter The Most

Experience Matters

Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups. Benchmarks Bruce Temkin Research Business impact CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Industry Data Temkin Group Research Voice of the customerFew organizations deliver outstanding experiences to their customers.

2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top

Experience Matters

That’s why Temkin Group has been measuring forgiveness for eight years. It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry. 2018 Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

5 Ways to Benchmark and Control Your SaaS Churn Rate Effectively!

SmartKarrot

It might be possible that you could have the most dynamic product with tons of features, applicable to many user groups. The post 5 Ways to Benchmark and Control Your SaaS Churn Rate Effectively! Churn is supposedly the new buzz in the market, and why wouldn’t it be?

Report: State of the CX Profession, 2018

Experience Matters

We just published a Temkin Group report, State of the CX Profession, 2018. Benchmarks Bruce Temkin Research CCXP3 Organizational Adoption and Accountability Customer experience Temkin Group Research TrendsThis is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

Amity

We benchmark ourselves against standards such as body mass index to determine where we should ideally be. If this approach - theoretically - works when dieting, why not use benchmarking with customers? We are talking about benchmarks on how they are currently doing and where they should ideally be. So what are the best practices with respect to metrics and benchmarking? It is a valuable and insightful exercise to identify what each group does differently.

Report: Temkin Loyalty Index, 2017

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2017. xls)) Temkin Group’s TLi is based on evaluating consumers’ likelihood to Read More. Benchmarks Customer experience Industry Data Temkin Group Research loyaltyThis is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries.

Report: Employee Engagement Competency & Maturity, 2017

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Aimee Lucas Research Assessments Benchmarks Bruce Temkin Research CCXP1 Customer-Centric Culture CCXP4 Customer Experience Strategy Customer experience Employee Engagement Temkin Group Research Trends

Report: Tech Vendors: Product and Relationship Satisfaction, 2018

Experience Matters

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. B2B CX Benchmarks Bruce Temkin Research Tech Vendors Temkin Group Research ADP Citrix Computer Sciences Corporation CSC Deloitte EDS EMC Fujitsu Hitachi IBM SPSS McAfee NetApp Novell Pitney Bowes Red Hat SAS Institute Siemens Sun Microsystems Sybase Tata Consulting Services Trend Micro VMware

How To Make A Progressive Report About Call Center Benchmarking?

Dialer 360

Call center benchmarking is the basis for deciding if a group is performing in a perfect manner. Benchmarking is basic to the accomplishment of the call focus. Administrators trying to improve their way to deal with call center benchmarking. The information will furnish call centers with a gauge of their groups contrasted. This blog entry will enable managers to do this last in their call center benchmarking.

Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy

Taylor Reach Group

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. A best practice audit was completed that benchmarked the centers across 8 categories, 29 sub-categories, and 700+ data points, against 3500+ other Contact Centers. About Taylor Reach Group.