GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. The real value doesn’t come from knowing your NPS is 70 or 0. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

ChurnZero

OCTOBER 9, 2020

If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. So, as your research primer and to help you get up to speed, we created an abbreviated guide that covers three of the most popular survey types: NPS®, CSAT, and CES.

Surveys 75

Surveys Benchmark Feedback industry standards 75

CCNG

NOVEMBER 29, 2023

Whether the interaction in question is a phone or chat conversation with an agent, accessing self-service content or using an automated channel such as a chatbot, a CSAT survey asks customers to rate the experience in question on a three-point, five-point, seven-point or ten-point scale. However, NPS also has limitations.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind.

Surveys 98

Surveys Best practices Feedback Personalization 98

Lumoa

MARCH 12, 2019

Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings. Feed generated with FetchRSS )

Surveys 89

Surveys 89

AskNicely

SEPTEMBER 6, 2018

Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. Often marketing is the next department concerned with NPS. NPS Strategy Requires a Team Effort. Departments Using NPS. NPS and Internal Executive Team. NPS For Product.

Surveys 60

Surveys Benchmark Feedback Marketing 60

delighted

JANUARY 28, 2020

When it comes to sending Net Promoter Score (NPS) surveys, timing is everything. If you send your NPS survey too early, your customers may not have a full story to tell. If you survey too late, you could lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.

Surveys 44

Surveys Feedback SaaS Banking 44

Genroe

JULY 2, 2018

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. The post [Case Study] Iron Mountain Doubles NPS? Survey Response Rates appeared first on Genroe. First, they changed the email invite “from” name to a real person, not a department.

Surveys 66

Surveys Feedback Personalization Best practices 66

GetFeedback

OCTOBER 10, 2018

To identify these loyal customers, Reichheld advises implementing a Net Promoter Score (NPS) survey, which is a simple way of gauging a customer’s loyalty to your brand and a good predictor of how well your business will perform. Create your NPS survey. Distribute your NPS survey.

Surveys 68

Surveys Feedback Accountability Marketing 68

AskNicely

DECEMBER 28, 2018

Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentiment along your customers’ journey. An advantage of a simple, quick NPS survey is that it garners higher response rates from customers and clients. Can an NPS Survey Subject Line Really Affect The Response Rate?

Surveys 60

Surveys Best practices Feedback Personalization 60

GetFeedback

JANUARY 2, 2020

The right NPS survey will help you build long-lasting relationships with your customers.

Surveys 78

Surveys Customer Experience 78

Callminer

NOVEMBER 14, 2017

Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the full picture that today’s contact centers need.

Surveys 254

Surveys Contact Center 254

GetFeedback

JANUARY 28, 2019

Learn how to use your NPS survey results to boost customer retention and provide the best customer experience. A Net Promoter Score isn't just a number.

Surveys 60

Surveys Customer retention Customer Experience 60

ShepHyken

FEBRUARY 20, 2024

Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,” She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. Our customers’ time is precious, and we must respect it.

Metrics 375

Metrics Customer Service Consulting Consulting 375

ShepHyken

MAY 9, 2023

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.

Surveys 156

Surveys Feedback Employee engagement Customer Service 156

AskNicely

MARCH 16, 2017

Of course, at AskNicely, we’re all about making things easy, so our HubSpot integration is super simple to install – you can have the two systems integrated and be sending out customised NPS surveys to your customer base within 15 minutes – honestly! If you don’t believe me, set your stopwatch, start a trial and see for yourself.

Surveys 60

Surveys CRM Feedback Accountability 60

Clarabridge

APRIL 26, 2017

Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? In a recent blog post, Net Promoter Score and Customer Feedback Consultant Adam Ramshaw outlines some ways to set targets for NPS surveys.

Surveys 69

Surveys Customer Experience Consulting Consulting 69

AskNicely

SEPTEMBER 13, 2018

Dear Abby, For my NPS survey, should I follow up with all detractors or just the lowest scoring ones? In fact, in your total NPS score calculation, they’re weighed exactly the same. An NPS survey is a valuable tool. Have any other NPS survey ‘questions’? A Detractor is A Detractor.

Surveys 60

Surveys Feedback Accountability Management 60

Beyond Philosophy

DECEMBER 9, 2021

For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®. Janet’s organization has an overall NPS of 68, but its goal is 70. Using a scale of 1-5 for NPS is incorrect. The correct scale for NPS is 0-10.

Construction 221

Construction Feedback Surveys Sales 221

ShepHyken

MAY 20, 2022

One of the best practices of how you can keep an eye on it is implementing the Net Promoter Score metric into your customer surveys. In this article, you’ll find all the important information related to customer loyalty and why your service team should care about NPS. Example of NPS survey by Nicereply .

Customer Service 179

Customer Service Best practices Surveys Feedback 179

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

Surveys 82

Surveys Banking Accountability Consulting 82

GetFeedback

OCTOBER 10, 2018

How to create and distribute a Net Promoter Score (NPS) survey that'll build customer loyalty, drive brand advocacy, and help your business grow.

Surveys 60

Surveys 60

GetFeedback

FEBRUARY 26, 2019

The right NPS survey will help you build long-lasting relationships with your customers.

Surveys 60

Surveys Customer Experience 60

Steve DiGioia

SEPTEMBER 24, 2018

Net Promoter Score®, or NPS, measures customer experience and predicts business growth. But we should do this instead of worrying about a good NPS score. The post Do This Instead of Worrying About a Good NPS Score appeared first on Steve DiGioia and was written by Steve DiGioia. What should we do? Continue reading….

Metrics 392

Metrics Surveys Customer Experience Management 392

GetFeedback

OCTOBER 26, 2016

Campaign Monitor uses the NPS survey to measure customer loyalty and overall sentiment. Here's how they scale the process with 200,000 customers.

Surveys 60

Surveys 60

Genroe

JULY 2, 2018

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. The post [Case Study] Iron Mountain Doubles NPS? Survey Response Rates appeared first on Genroe. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall.

Surveys 40

Surveys Feedback Personalization Best practices 40

ShepHyken

MAY 15, 2023

The Missing Link: Connecting NPS Programs to Financial Success by Amitayu Basu (LinkedIn Pulse) Customer experience (#cx ) and Net Promoter Score (#nps) have become key indicators for businesses to measure customer satisfaction and loyalty. I’ve also included many articles about NPS in this weekly roundup.

Customer Service 161

Customer Service Self service Customer Experience Surveys 161

ShepHyken

NOVEMBER 13, 2020

Net Promoter Score (NPS). The Net Promoter Score (NPS) is a standard in measuring customer loyalty in almost any industry. The NPS score is given out of 10 but the results are divided into 3 groups. Pros of NPS. There’s a reason why NPS is a gold standard for most businesses. Cons of NPS. Yes and no.

Feedback 310

Feedback Customer Experience Surveys Construction 310

ShepHyken

SEPTEMBER 5, 2022

The article quotes a survey that claimed 64% of consumers would switch. Could NPS Detractors Be A Good Thing? Dan Gingiss) NPS Detractors, the Net Promoter Score (NPS) survey respondents who rate your business between 0 and 6, are typically referred to in a negative light. Close enough!).

Customer Service 167

Customer Service Journey mapping Surveys Customer Experience 167

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 157

Best practices Surveys Metrics Construction 157

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Why is it important to know your NPS? A company’s NPS can be an easy way to predict business growth over the coming months or years. How is NPS calculated? You have your NPS. 7–8 are Passives.

Abandon rate 153

Abandon rate Inbound sales Contact Center Surveys 153

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers. What Is NPS Software?

Upselling 101

Upselling Surveys Analytics Customer retention 101

Lumoa

JANUARY 2, 2023

In This Article: What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)? What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)? What is a transactional NPS (tNPS)? TNPS surveys are usually sent out immediately after a customer makes contact with the business.

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Keep reading to learn how to effectively capture the attendee experience with post-event surveys. In this post, we’ll cover: What is a post-event survey? Why send post-event surveys?

Surveys 100

Surveys Feedback Best practices Construction 100

Interaction Metrics

DECEMBER 1, 2023

Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part. Furthermore, it’s about employing NPS strategically as part of a total customer program. For instance, the average NPS score in the TV service industry is 11, while the average for retailers like Wal-Mart and Gap is 35.

Benchmark 62

Benchmark Surveys B2B Feedback 62

Nicereply

FEBRUARY 23, 2022

The most commonly used metric is NPS. Even though it doesn’t seem like it, the NPS metric is important to many companies. Here is a brief overview of what NPS means, how is NPS calculated, and what is a good NPS score to achieve. What does NPS mean? What is NPS and why is important? Conclusion.

Metrics 98

Metrics Surveys Customer Support Customer Service 98

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. Here are 6 ways you can collect VoC data: Customer Surveys: often what most people think of first when it comes time to collect feedback. This makes it impossible to understand what’s really happening.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169