Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I’m not sure what spurned on a change, but somewhere in there I compared quality and CSAT results for our various programs. Step back and compare quality scores to customer satisfaction scores. Click here to read the original.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. 6 Common Rookie Mistakes in Net Promoter Score Analysis 1.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

DECEMBER 14, 2023

With this blog, we will unravel the limitations of NPS and why businesses need to stop putting so much importance on it. For example , if a customer gives you a low NPS score that doesn’t necessarily mean they are completely dissatisfied with your brand, it might be because of a customer service call with a certain agent.

NPS 52

NPS Customer Experience Customer Satisfaction Actionable Insights 52

Comm100

DECEMBER 14, 2022

Merge tags can help you personalize an email beyond just first names. They quickly resolve low-touch customer inquiries about things like order status and payment options, leaving only non-standard questions to be answered by human staff. In-site surveys, CSAT emails, pop-up Net Promoter Score (NPS) surveys, etc.

Customer Experience 52

Customer Experience Net Promoter Score Non-Profits Artificial Intelligence 52