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.
PeopleMetrics
JUNE 29, 2020
visit to retail store, hotel, customer home, etc.). Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.”
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PeopleMetrics
JUNE 17, 2020
No matter your reason for looking to build your VoC, a good place to start in the Building Phase is with a relationship survey that asks customers how the overall relationship is going and how their overall experience has been. NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship.
PeopleMetrics
MARCH 26, 2018
The experience that your customers have as they're providing feedback affects their NPS score going forward in the same way that your other touchpoints, like your website or call center, affect NPS. Sean has over 20 years of experience helping companies measure and improve the customer experience.
PeopleMetrics
NOVEMBER 22, 2019
At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Sean holds a Ph.D.
PeopleMetrics
MARCH 12, 2018
This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems.
PeopleMetrics
AUGUST 7, 2018
An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.
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