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(Temkin, 2017) 83% of customers would trust recommendations from the people they know: colleagues, family, friends, etc. Nielsen, 2015) An average NPS increase by 7 points correlates with a 1% growth in revenue. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? Short answer: YES!
According to this CustomerExperience Executive Report , customers place a premium on great experiences, and 63% of them would pay more for a better experience. The Temkin Group’s 2017 CustomerExperience study showed a severe decline in customerexperience ratings from 2015 to 2016.
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