InteractionMetrics
APRIL 24, 2015
Customer comments are a window into how your customers feel, which is critical because customers’ feelings shape future behaviors such as promoting you or leaving you for a competitor. A serious approach to customer feedback uses comments analysis to rigorously quantify this unstructured data.
InteractionMetrics
JUNE 17, 2015
Net Promoter Score (NPS) is a commonly used customer feedback metric that’s based on the question “how likely are you recommend us to a friend or colleague?” We’ve written a lot about NPS, including an overview and some critical concerns. NPS is based on one question on a 0-10 scale. The cons: It’s simplistic. It’s tired.
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Fonolo
NOVEMBER 17, 2020
Which of the Following Are IMPORTANT When Receiving Customer Service? Customer service leaders tend to use a combination of KPIs to track performance, with NPS (Net Promoter Score) and CSat (Customer Satisfaction) being the most common. Increased Pressure to Showcase Real ROI. Mobility is Climbing to Higher Peaks.
Zendesk
FEBRUARY 10, 2022
There are three main factors that make up experience optimization: Web experience optimization: using quantitative and qualitative data collection tools (like Google Analytics and customer surveys) to determine how your website or app can be improved upon. Or, say you want to get a pulse on customer loyalty.
SurveySensum
APRIL 12, 2022
Medallia is an experience management platform that uses experience data points called signals to help drive growth. This AI-enabled experience management solution helps you identify top customer sentiments from the unstructured data with its text analysis and gives you actionable insights. NPS, CES, CSAT surveys and more.
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