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Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks

ShepHyken

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Situation : Your latest employee survey reveals a decline of trust in leadership. Read Shep’s latest Forbes Article: How Southwest Airlines Keeps The Romance Alive With Its Customer.

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What is a Net Promoter Score?

Fonolo

Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. To calculate NPS scores, you must present your customers with a survey question: “How likely are you to recommend our product or service to a friend or colleague?” Airlines – 29.

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What is a Good NPS Score?

GetFeedback

I’ll explain how NPS is calculated and give you benchmarks to help determine whether your NPS score is good or bad. See below an example of an NPS survey created with GetFeedback. . Asking customers to participate in an NPS survey and computing the statistics is just part of the equation. NPS benchmarks. NPS by industry.

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Net Promoter Score: The Complete Guide

TechSee

What is the NPS Survey Question? . Here are some examples of NPS benchmarks by industry: Industry. Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

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CSAT Score: Everything You Need To Know About Customer Satisfaction Scores (Updated March 2022)

Netomi

Benchmarks for CSAT Scores By Industry. In Economy airline travel , there’s no expectation for a glass of champagne before takeoff. CSAT is often measured by completing customer satisfaction surveys. Surveys are completed through a brief, single question form asking how a customer feels following their most recent experience.

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Adapting Value-Based Principles to the Patient Contact Center

HGS

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e.,

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How to Prove the ROI of Your Voice of the Customer (VoC) Program

GetFeedback

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

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