SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. Here, the customer expresses his frustration with the agent.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Shep Hyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly.

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Zendesk

MARCH 19, 2021

To understand your customers’ unique concerns and issues during this time, see how COVID-19 is impacting customer satisfaction (and learn what to do about it). What is customer satisfaction? Customer satisfaction (CSAT) is a measure of how well a company’s products and services meet customers’ expectations.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Intercom

OCTOBER 4, 2023

Given that leading AI bots are capable of offering customers near-instant responses, slow response times – and lengthy wait times for customers – are becoming things of the past. Internal reviewers score customer conversations based on how well they map to a set of criteria that are important to your company.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

PeopleMetrics

OCTOBER 25, 2017

When compared with customers who had negative experiences, those who had positive experiences were more likely to recommend, trust, try new products or services, purchase more, and forgive your company after a mistake. Measuring customer feedback is the first step to measuring up to your customers’ expectations.

CEM 122

CEM Customer Experience VOC Scorecard 122

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. A talent shortage will be evident.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64