Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. This shows the tangible, bottom-line benefits of listening to your customers.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Shep Hyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

NPS 69

NPS Net Promoter Score Customer Service Customer Loyalty 69

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These strategies can help you maximize your business’s potential while keeping those valuable customers right where they belong. That’s why we proudly maintain a remarkable 98% customer retention rate.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. Weeks later, Bakery B attracted more customers, including some from Bakery A. What is NPS?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

SurveySensum

SEPTEMBER 7, 2023

Since Net Promoter Score is a loyalty metric it is not the right question here. But more often than not, businesses make this common mistake while sending an NPS survey. The success of the NPS survey majorly depends on timing. Also, sending the right type of NPS survey at the right time matters a lot.

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on But guess what? Let's continue.

Customer Feedback 118

Customer Feedback Net Promoter Score NPS VOC 118

SurveySensum

APRIL 28, 2023

And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it! Many businesses use NPS as a tool to measure and improve customer loyalty. But how effective is NPS in customer service? Does your customer service team NEED to implement NPS surveys?

NPS 52

NPS Customer Loyalty Customer Service Net Promoter Score 52

SurveySensum

FEBRUARY 10, 2022

Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Set NPS goals for each department.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Set NPS goals for each department.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. However, feedback alone cannot direct a strategy. Consider this a rallying cry!

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Lumoa

JANUARY 2, 2022

Studies show that 70% of complaining customers will return if their complaints are addressed, and up to 95% will return if their complaints are resolved quickly. That said, how can you turn your detractors into promoters? Depending on their response, customers fall into one of these three categories used to establish an NPS score.

NPS 83

NPS Net Promoter Score Social Media Customer Retention 83

SurveySensum

APRIL 30, 2020

What is the Net Promoter Score (NPS)? In 2003, a loyalty consultant Fred Reichheld proposed a simple method to measure customer loyalty, called the Net Promoter Score® (NPS®) system. Net Promoter Score (NPS) Calculation. How do you get loyal customers?

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Close the Loop 52

Experience Investigators

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). How do you measure it?

Net Promoter Score 98

Net Promoter Score CX NPS Artificial Intelligence 98

SurveySensum

MAY 18, 2023

Customer satisfaction can make or break a company’s reputation, and that’s where retail surveys come into play. By gathering customer feedback, businesses can get valuable insights into what’s working and what’s not. Retail surveys are used to gather customer feedback about their shopping experiences.

Retail 52

Retail Customer Feedback Net Promoter Score NPS 52

SurveySensum

JUNE 1, 2023

And the simple and effective tool to achieve this is the Net Promoter Score (NPS). The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. Higher NPS scores indicate you have more customers to promote your business.

NPS 52

NPS Retail Net Promoter Score Customer Loyalty 52

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. However, as businesses adapt to changing consumer behaviors and expectations, a critical question emerges – ‘ Is NPS still relevant in the ever-changing business environment? ’ Why NPS is Not a Good Metric?

NPS 52

NPS Customer Experience Customer Satisfaction Actionable Insights 52

SurveySensum

MAY 25, 2023

Takeaway In the realm of customer-centric businesses, one thing is clear—they understand the immense power of customer feedback. It’s simple—they know that customer feedback holds the key to unlocking insights that can elevate their game and exceed customer expectations. Let’s get started!

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Satisfaction 52

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

NPS 52

NPS Social Media Customer Satisfaction Customer Loyalty 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). the question of NPS for your company:? We love these guys!".

NPS 96

NPS Net Promoter Score B2B CRM 96

PeopleMetrics

OCTOBER 22, 2015

As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. Using Net Promoter Score. Using Customer Engagement.

Net Promoter Score 106

Net Promoter Score NPS Voice of the Customer Customer Satisfaction 106

Lumoa

NOVEMBER 19, 2017

Luckily there are more and more success stories in this field as well: companies who manage to ask the right question in the right place at the right time, not to burden customers with the surveys too much and who have a consistent method for analyzing the data, extracting the insights and acting on feedback. Where to ask for feedback?

Customer Feedback 121

Customer Feedback Net Promoter Score NPS Start-ups 121

SugarCRM

FEBRUARY 28, 2022

In fact, 55% are unable to identify customers at the risk of churning. The key to understanding the potential for churn is to fill in the gaps between customer expectation and their experience. The key to understanding the potential for churn is to fill in the gaps between customer expectation and their experience.

CRM 49

CRM Customer Retention Net Promoter Score AI 49

VOZIQ

JUNE 7, 2023

The net promoter score (NPS) is a widely used customer satisfaction metric that helps companies measure customer loyalty and predict business growth. A high NPS can also help you increase your customer lifetime value (CLV). In a manner, CLV has a strong correlation with the NPS.

NPS 40

NPS Net Promoter Score Machine Learning Sentiment Analysis 40

VOZIQ

JUNE 7, 2023

The net promoter score (NPS) is a widely used customer satisfaction metric that helps companies measure customer loyalty and predict business growth. A high NPS can also help you increase your customer lifetime value (CLV). In a manner, CLV has a strong correlation with the NPS.

NPS 40

NPS Net Promoter Score Machine Learning Sentiment Analysis 40

Aquire

JULY 5, 2021

It’s down to you to use each customer service performance metric in a way that works best for your business. Customer service performance metrics by company focus. The 12 Best Customer Service KPIs. Net Promoter Score (NPS). Essentially, it’s a proxy for customer satisfaction and brand loyalty.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Zendesk

MAY 12, 2021

When it comes to minimizing poor experiences and increasing retention , customer retention software can come in handy. This type of technology helps team members across departments provide positive service experiences—no matter how a customer interacts with your business—reducing the chance that a customer will leave.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 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. So here are the top 10 Customer Service Metrics that you should consider tracking in 2024.

Net Promoter Score 52

Net Promoter Score Customer Service NPS Customer Satisfaction 52

SurveySensum

JULY 25, 2019

Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Closing the loop with customer feedback doesn’t need to be difficult at all. . Listen to the customers constantly. Respond with a solution to customer feedback. Affordable.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

Fonolo

SEPTEMBER 7, 2017

In a recent whitepaper we highlight some notable statistics around the importance of Customer Satisfaction (CSat), Customer Effort Scores (CES), and Net Promoter Score (NPS). While CSat tells you how happy customers are, NPS measures customer loyalty, and CES helps you understand where grievances lie.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

Experience Investigators

MARCH 7, 2023

Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. Yet most of us don’t live in this ideal world and need to work with what we have.

Net Promoter Score 98

Net Promoter Score Touchpoint NPS Customer Satisfaction 98

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 85

Customer Retention Customer Journey Map Net Promoter Score Scorecard 85

Intercom

FEBRUARY 15, 2023

The responses to this survey can help you to understand your customers’ needs and identify ways to optimize the customer experience. “​​Nowadays, however, many businesses are turning to in-app surveys to help them capture customer feedback in the moment” There are many ways to run a customer satisfaction survey and measure your CSAT score.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score E-commerce NPS 52

Lumoa

FEBRUARY 2, 2023

The first is CSAT (Customer Satisfaction Score). The second is NPS (Net Promoter Score). These metrics reveal how your customers feel about your products and services. This leads to making improvements so you can deliver a fantastic customer experience. We’ll talk more about the NPS in a bit.

Retail 94

Retail Net Promoter Score Customer Experience CX 94

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Why is customer feedback important? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. And so on.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114