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

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. Relevance means each functional area readily recognizes VoC as useful to their specific role.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

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

Waypoint Group

MARCH 20, 2019

By highlighting who has participated (accounts and persona) and the key themes, ideally linked to financials to strengthen your case, you’ll gain alignment with those cross-functional parts of the business that need continuous improvement. When positioned this way we routinely see participation (response) rates at 60%+.

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40