SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Unfortunately, this is not an isolated case of NPS gaming. While your NPS score will be high, this only gives you a false sense of growth and even damage your brand’s reputation.

NPS 52

NPS Gaming Education Customer Satisfaction 52

SurveySensum

MAY 11, 2023

Customer expectations have changed drastically, and businesses need to keep up if they want to stay competitive. So how can you stay ahead of the game? — By listening to your customers, of course! So let’s dive in and learn more about how NPS can help your business thrive! What is NPS?

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

MARCH 1, 2024

Amidst the rush for scores, they started losing the customers, without any clue! And the amusing part, had they analyzed the NPS Score correctly and were not just ‘focusing on the number’ they’d have identified their detractors pretty early. Well, this is a classic example of an NPS analysis gone wrong.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

DECEMBER 20, 2023

But here’s the challenge: How do you consistently provide excellent customer service? By collecting customer feedback ! It helps you identify where exactly are the gaps between your service and customers’ expectations. Up to 40% of customers explicitly want ‘better human service.’ How exactly?

Net Promoter Score 52

Net Promoter Score Customer Service NPS Customer Satisfaction 52

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Image by Retently.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Image by Retently.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64