Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

Revation Systems

MAY 25, 2022

Revation started in 2003, born out of a vision to change industries with the power of communication. As our customers leverage the LinkLive platform to do exactly that, we recognize there may be certain aspects of the tool – and what it makes possible – that are not as obvious as others. A true omnichannel experience.

Contact Center 62

Contact Center Customer Experience Banking Healthcare 62

COPC

MAY 19, 2023

For example, if: 25% are promoters (scoring nine or ten), 25% are passives (scoring seven or eight), and 50% are detractors (scoring zero to six), then the NPS score would be 25% – 50% = -25 Net Promoter Score – NPS In 2003, the book The Ultimate Question by Fred Reichheld, a partner at Bain & Company, popularized NPS.

Metrics 68

Metrics industry standards Customer effort Consulting 68

AskNicely

AUGUST 29, 2018

The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Brands that embrace these new NPS best practices unlock accelerated growth and long-term advocacy because they possess an advantage on customer experience. This inspires the entire company to take action.

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Hodusoft

OCTOBER 23, 2024

In purely technical terms, Net Promoter Score is a metric to compute customer loyalty. It can also be defined as a method to calculate customer experience based on surveys. As per a poll’s findings, half companies that took part in the survey said they use NPS to improve their customer experience.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Horizon CX

DECEMBER 27, 2019

It is regarded as an industry-standard CX metric that will likely continue into 2020 and beyond. Its reputation as an industry-standard tends to reinforce the notion that, if everyone else is using it, then it must be good enough for us as well. Summary of Key Learnings. 14% had never used NPS at all.

B2B 52

B2B B2C Surveys Metrics 52