ClearAction

OCTOBER 12, 2022

NPS, CSAT, FCR, Health / Effort Score, etc.) Like concentric circles, or a Russian doll, start with Earnings per Share and work backward. They track the efficiency and effectiveness of making up for things going wrong. Churn Rate is affected by First Contact Resolution (FCR), Effort Score, and Satisfaction.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

ClearAction

JANUARY 6, 2021

2) Start picturing customer experience holistically. This is success-promoting because it reflects reality. 6) Start “nailing it” with your core-growth customers. This is success-promoting because it focuses your efforts on high growth that’s sustainable. 7) Start focusing on customers’ objectives.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Waypoint Group

APRIL 13, 2022

You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? We KNOW that surveys without action do more harm than good , so best to align with your vendor on success measures from the start.

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40

Waypoint Group

AUGUST 1, 2018

Sadly, most companies seem to think they know better, coming up with solutions to problems that may or may-not be the top priorities (or may not even exist). 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.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56