Qualtrics

AUGUST 20, 2021

When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ As far as what we see across our clients for relationship programs, an annual CSAT NPS-type survey, 20-30% B2B response is average. For example, there are more stringent barriers in some hospital networks than there are in an office setting.”

B2B 26

B2B CX NPS Hospitality 26

Fonolo

JULY 5, 2023

Hospitality firms (think Disney or Ritz-Carlton) are masters at turning mundane customer service encounters into memorable experiences that nurture customer loyalty. Consider including a short, binary or NPS-style scale in these places: At the end of emails On receipts After customer sales calls At the bottom of self-help articles 2.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Qualtrics

FEBRUARY 12, 2019

We need to find better and more proactive ways to educate and help consumers navigate through the health system, whether that’s to direct them to the right place for care or to increase the transparency regarding the cost of care. People are frustrated with healthcare – it’s complex, expensive and lacks transparency.

Net Promoter Score 30

Net Promoter Score Healthcare NPS Technology 30

CX Journey

OCTOBER 6, 2016

Guinness had a savings and loan division for staff, hospital and hospice stays were paid for, and employees received two-thirds of their salary if they were out sick. They wanted healthy, educated, and solvent employees working for them. For customers, Tangerine measures NPS and tracks J.D. Back in the early 1900s!

Start-ups 67

Start-ups Hospitality Hospitality NPS 67

SurveySensum

JULY 14, 2020

Additionally, she is an Adjunct Faculty at the Rutgers executive education MBA program, Contributor of the Forbes, Harvard Business Review and Hemispheres Magazine, and Host of the podcast The Modern Customer Podcast and The Be Your Own Boss. Bob Azman – Consultant, CX Officer, Educator, Keynote Speaker, Board Member. Foundation.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SugarCRM

SEPTEMBER 5, 2019

If you are scratching your head how to decide how to make a short and interactive survey, a single NPS survey question can be your savior. First, Calculate your NPS Score. For instance, an NPS survey shows 50% of your customers are promoters, and 20% are detractors. Your NPS score is 30 (50%-20% = 30). Here’s how.

NPS 30

NPS Net Promoter Score Transportation Hospitality 30

Help Scout

JUNE 22, 2021

An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. Key customer insights like customer satisfaction score and NPS help your customer service team improve and grow their impact. Consider how many negative responses you’ve had to CSAT or NPS surveys, then multiply it by 26 — scary, right?

Customer Service 128

Customer Service Social Media Omnichannel NPS 128