Fonolo

AUGUST 4, 2022

Customers feel satisfied and drive up net promoter scores. Goals should align with KPIs — first call resolution, average handle time (AHT), net promoter score, and customer satisfaction score are great examples. Reduce negative social media comments by 10% by the end of the month.

Net Promoter Score 81

Net Promoter Score Scorecard Contact Center Customer Satisfaction 81

Zendesk

MARCH 19, 2021

Businesses also use Net Promoter Score (NPS) surveys to determine whether their customers are promoters, detractors, or passives. Social media makes social proof more powerful than ever before, with 79 percent of people in the United States using social media to connect and share their experiences.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. Ratings from 9-10 are considered “Promoters,” 7-8 are “Passives,” and 0-6 are “Detractors.”

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

JANUARY 31, 2023

Net Promoter Score® (NPS) Net Promoter System has been proudly called “ the only number you need to grow “ At Lumoa, we love NPS and widely recommend it to our customers. Encourage promoters to promote to new people, and start a referral campaign. Why did we choose NPS?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Customer Service Life

JUNE 3, 2019

In a traditional call center, we might use average handle time to understand how many calls agents are handling per hour, but this is a tricky metric when we look at newer channels like email, chat, text, social, etc. For email, text, and social media it’s often a guessing game as to how long they take agents to complete.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Lumoa

FEBRUARY 20, 2018

net Promoter score® (NPS) Net Promoter System has been proudly called " the only number you need to grow ". Encourage promoters to promote to new people, start a referral campaign. Ask promoters to leave public feedback: to write a review or share their experience in social media.

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150