SurveySensum

JANUARY 9, 2024

More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. Furthermore, 86% of customers are willing to pay more to receive a better customer experience. Now, to understand and improve customer satisfaction, what metric do businesses measure?

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

ECXO

APRIL 2, 2023

Both are based on the concept of continual improvement by learning from past successes and failures to identify and implement changes to increase customer satisfaction by delivering value and meeting or exceeding expectations.

Close the Loop 127

Close the Loop CX Net Promoter Score Sentiment Analysis 127

ECXO

APRIL 2, 2023

Both are based on the concept of continual improvement by learning from past successes and failures to identify and implement changes to increase customer satisfaction by delivering value and meeting or exceeding expectations.

Close the Loop 98

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 98

PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Time to set new customer experience goals.

CEM 122

CEM Customer Experience VOC Scorecard 122

ClearAction

APRIL 3, 2015

What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. You must have alignment between your actual candidate experience and your desired customer experience.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Totango

OCTOBER 8, 2020

Listening to your customers and being able to iterate and pivot quickly is the key to retaining their business during uncertain times. You can increase your sensitivity to your customer needs by: Prioritizing Voice of the Customer (VoC) information. Monitoring customer scorecards for trends.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94