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. the NPS was +20. about their issue was +44.

Net Promoter Score 52

Net Promoter Score Key Driver Analysis NPS Contact Center 52

ClearAction

OCTOBER 12, 2022

NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. Similarly, Health Score combines NPS + overall satisfaction + Service inquiries + product usage. Why are experience management metrics the #1 challenge year after year?

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

ClearAction

JANUARY 6, 2021

When you focus customer experience excellence on your core-growth customers, your intentional customer experience can be much clearer and your NPS becomes more meaningful, less diluted. 9) Stop seeing NPS as your sure-win. Naturally, you want to be the market share leader with your core-growth customers.

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? Does the vendor understand the statistics of key-driver analysis and how to apply it to your data set? The post Surveying Your Customers for NPS or Feedback?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40

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. Key-driver analysis becomes critical here. R eveal the results. Close the loop by showing your customers that you heard them.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

ClearAction

JANUARY 20, 2020

Key driver analysis (advocacy index correlation analysis) opens the door to actionability. Key drivers identify areas where non-customer-facing teams can make a difference. Apply Pareto analysis to customer comments and operations data for each key driver.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

Key driver analysis (advocacy index correlation analysis) opens the door to actionability. Key drivers identify areas where non-customer-facing teams can make a difference. Apply Pareto analysis to customer comments and operations data for each key driver.

CXM 90

CXM Non-Profits Close the Loop CX 90