ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. 8: Average Revenue Per Account. #9:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics SaaS Accountability 273

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

Interaction Metrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. How to Measure Customer Service Quality Through Workshops Use customer service surveys before and after workshops to gauge their impact. Research shows that customers are 2.4

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

ShepHyken

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

delighted

AUGUST 3, 2021

That’s why, right on the heels of our new eNPS and PMF surveys, we’re excited to announce two more survey templates to help you optimize how you collect feedback and measure your customer experience: A 3-point Smiley Customer Satisfaction Score survey (CSAT-3) A 7-point Customer Effort Score survey (CES-7).

Surveys 98

Surveys Best practices Customer effort Benchmark 98

Education Services Group

APRIL 27, 2022

Instead, I want to do some level setting on some specific metrics and flaws I see in the industry. Imagine the results of a survey that asked customers when they received value from a product, compared to the lavish number we’re recording. Truly the king of CS metrics. if you need a little help there.

Metrics 98

Metrics Surveys SaaS CRM 98

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

ClientSuccess

JANUARY 24, 2023

Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is. Many factors come into play when determining a customer’s health score, including their usage levels, response times to inquiries or requests, NPS/survey responses, and more.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

delighted

NOVEMBER 10, 2021

With Translations, you’ll be able to customize survey translations within the Delighted platform. Creating survey translations in Delighted. Delighted comes with 30+ ready-made translations for the initial survey rating question (Net Promoter Score, employee NPS, Customer Effort Score, Product/Market Fit, etc.)

Surveys 87

Surveys Feedback Benchmark Metrics 87

Beyond Philosophy

OCTOBER 2, 2021

We don’t measure the worth of our families and friends with metrics like time and money savings. 25:42 Colin explains the importance of having an Emotional Bank Account with people and to keep up with putting deposits in it. Complete this short survey. I can guarantee they will save you time and money.

Consulting 243

Consulting Consulting Banking Metrics 243

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. But the number of customer success metrics SaaS providers can track is extensive. Then we’ll look at nine of the most critical SaaS customer success metrics to monitor to ensure that your CS strategy achieves the intended results. Revenue churn rate.

Metrics 99

Metrics Upselling SaaS Accountability 99

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales Coaching Accountability 86

BlueOcean

MARCH 24, 2025

It also holds everyone accountable for the role theyre supposed to play. Because we didnt know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys a metric that didnt even appear in our SOW.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 94

SaaS Metrics Customer retention Construction 94

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. (Acquia, 2019) 78.5% over the last two years, 2.4

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? What a fantastic question! They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Nicereply

DECEMBER 17, 2024

One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing customer effort is crucial for long-term success.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. Then get to work in embedding those factors in your hiring, training, communication, recognition, accountability, etc.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

Integrity Solutions

MARCH 11, 2025

Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Typically, when leaders are evaluating sales performance, they will look at metrics like revenue, conversation rates, quota attainment, average deal size and average sales cycle length.

Sales 52

Sales Metrics CRM Coaching 52

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Outsource Consultants

MARCH 18, 2025

In essence, outsourcing allowed the company to scale support capacity quickly without sacrificing quality , and even improve service metrics by dedicating internal experts to the most critical tasks. A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

delighted

OCTOBER 11, 2021

If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. But here’s another obvious point: Many respondents simply skim-read surveys. A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback.

Surveys 90

Surveys Feedback Advertising B2B 90

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). While these metrics are not difficult to calculate, they’re not always intuitive to action. When a CSAT survey is emailed out. CSAT vs. NPS: an overview .

Surveys 123

Surveys Metrics Accountability Wait times 123

Interaction Metrics

MARCH 13, 2025

That’s where Interaction Metrics steps in. If youre ready to boost overall customer satisfaction, retention, and customer loyalty, you can use customer sentiment analytics to transform your approach to the customer experience, or work with a partner like Interaction Metrics that can do it for you.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. They are an easy way to track metrics and discover trends within your agents. Encourage agents to cheer up callers with more flexible scripting.

Best practices 226

Best practices Call Center Contact Center Scripts 226

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. Analysts can correlate workflow intelligence with desired outcomes such as CSAT, NPS, FCR and other vital metrics.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

ShepHyken

NOVEMBER 10, 2017

Luvo, their dedicated customer support live chat, helps customers carry out daily tasks and get information about account balances, funds transfers and much more using live conversations. Per a survey , more than 55% of online buyers abandon their shopping carts if quick answers to their queries aren’t received. Conclusion.

Transportation 185

Transportation Analytics Banking Metrics 185

Lumoa

FEBRUARY 7, 2023

A customer mentions during a service call that they’ve had trouble finding the new permissions settings in their account dashboard. While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. Customer surveys include customer satisfaction surveys, NPS, and long-form questionnaires.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

ProProfs Blog

MARCH 18, 2020

Accordingly, customer satisfaction metrics are important business assets that show how happy your customers are with the products or services that you provide. . These metrics comprise different phases of your customers’ journey and help you realize their thoughts and emotions in each of those phases. . customers’ loyalty, etc. .

Surveys 145

Surveys Metrics Feedback Best practices 145

ChurnZero

DECEMBER 19, 2024

The goal: to provide CSMs with clear metrics to evaluate and tailor strategies based on individual customer needs, ultimately driving better adoption and ROI. A custom dashboard for adoption scorecards , shared across NinjaCats leadership and CSM teams for a unified view of adoption metrics.

Surveys 52

Surveys Accountability Feedback Government 52