Execs In The Know

JANUARY 26, 2024

Impact of Customer Perception of Agent Location If the customer believes that the person they are speaking to is in another country, that has a relationship with the Net Promoter Score (NPS). The NPS of respondents who believed they spoke to someone in the U.S. about their issue was +44. the NPS was +20.

Net Promoter Score 52

Net Promoter Score Key Driver Analysis NPS Contact Center 52

ClearAction

OCTOBER 12, 2022

Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. Churn Rate is affected by First Contact Resolution (FCR), Effort Score, and Satisfaction. Experience Management metrics revolve around the unfortunate aspects of Cost to Serve.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

ClearAction

JANUARY 6, 2021

This is success-limiting because Net Promoter Score® implies (probably inaccurately) that customers who are inclined to say good things about your company will offset customers who are inclined to complain about your company. But the nature of customer experience is long-horizon, not instantaneous.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

JANUARY 12, 2022

Accurate customer loyalty correlation analysis (aka key driver analysis), Pareto analysis of related customer comments, and root cause analysis (aka 5 why’s) will zero-in where teams should focus. This goes beyond a Net Promoter Score® score.

Government 62

Government Net Promoter Score Key Driver Analysis Innovation 62

Waypoint Group

AUGUST 1, 2018

then your customer feedback program ought to go well beyond just measuring Net Promoter Score (NPS) / customer sentiment and instead be oriented to capture the voice-of-customer. Just because something scores low doesn’t mean that an improvement there will drive the biggest bang-for-the-buck. R eveal the results.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

Waypoint Group

APRIL 13, 2022

Are they speaking about tactics like bounce or abandon rate, number of responses, or acquiring Net Promoter Score? How will you know if the Net Promoter Score is “statistically significant” (your leadership will ask!) ?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40