Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

APRIL 20, 2018

This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. For good reason: CX has quickly become today’s most important business benchmark, as well as the most important way for firms to achieve success. According to the 2018 ReviewTrackers Online Reviews Survey , 63.6

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

Steve DiGioia

AUGUST 5, 2015

you are not infallible This original article was written by Steve DiGioia. Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards and rave reviews of your service…great job. Receiving a quarterly bonus is now your benchmark to business success. But now look at you.

Morale 178

Morale Benchmark Surveys Marketing 178

GetFeedback

AUGUST 30, 2019

That’s where surveys come in. . Today’s technology makes it easy for businesses to design , create and distribute customer surveys. This post will cover three ways that surveys can be used to help you drum up more leads for your business at different stages of the customer journey. . How to use surveys to engage your audience.

Surveys 110

Surveys Entertainment Benchmark Upselling 110

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. It can also be defined as a method to calculate customer experience based on surveys.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Fonolo

AUGUST 25, 2020

Creating a consumer perception survey is the first step — here’s everything you need to know so you can find out what customers really think of your brand. What’s the point of your customer perception survey? Before you start creating your customer perception survey, you need to decide its purpose. Test your timing.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements.

Surveys 78

Surveys Benchmark Metrics Feedback 78

ProProfs Blog

DECEMBER 6, 2019

An article by Psychology Today , explains it adequately. What Is a Real-Time Feedback Survey? In simple words, the definition of a real-time feedback survey can be stated as the live review companies request the customers to give on their brand’s website or mobile app, immediately after they have used a product or service.

Feedback 124

Feedback Surveys Sales Benchmark 124

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. 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).

Airlines 214

Airlines Morale Benchmark Marketing 214

Nicereply

DECEMBER 17, 2024

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. In this sense, CES can almost act as a gauge of how well a company is doing against its benchmarks and those of competitors.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Global Response

MARCH 12, 2025

In this article, well explore what contact center analytics are and cover some of the best practices for using contact center analytics to improve business performance and strengthen customer relationships. Having these benchmarks set proactively will clarify expectations between agents and customers. Youre in luck!

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

ProProfs Blog

FEBRUARY 18, 2019

I would like to explain how NPS surveys can be beneficial to you and your business in this article. Set Benchmarks. Evaluate your NPS scores over time and set a benchmark for yourself. As I’ve mentioned in my previous article, NPS success is not determined by the metric itself, but by the process.

Benchmark 123

Benchmark Surveys Sales Metrics 123

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

Interaction Metrics

APRIL 24, 2025

You clicked through five help articles, waited on hold for 20 minutes, and answered the same question twice. Some companies automate their CES surveys. Others drop CES into customer feedback programs without giving much thought to question design or survey timing. Interaction Metrics is a leading survey company.

Customer effort 48

Customer effort Metrics Surveys Self service 48

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Access to a knowledge base is also imperative as it gives agents easy access to a wide variety of resources, from articles to decision trees, allowing agents to provide a better customer experience. According to NTT’s 2020 Benchmark Report, only “25.6

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Lumoa

JANUARY 31, 2023

In This Article: Why do you need Customer Experience Management? It’s very likely, that you have already answered NPS surveys multiple times yourself. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. This will lead you to reduce churn and increase your revenue.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

CSM Magazine

MARCH 13, 2025

In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success. Some companies, like those highlighted in Qualtrics’ NPS Guide , use NPS not only for insights but also for benchmarking. Businesses can easily implement it via post-interaction surveys.

Metrics 52

Metrics Surveys Feedback Analytics 52

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! This article will discuss a good NPS score in 2023 and how you can measure your NPS. Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? Consumer 2023 Net Promoter Benchmarks.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

GetFeedback

APRIL 8, 2019

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.

Benchmark 98

Benchmark Surveys Feedback Metrics 98

Inbenta

OCTOBER 30, 2024

So, too, do experiences that feel personal.   According to a survey from PwC, nearly half (48%) of U.S. The benchmarks for customer service teams include customer satisfaction, NPS, churn, resolution rate, handle time and other metrics that measure customer service quality, effectiveness and efficiency.  

Self service 52

Self service Benchmark Chatbots Enterprise 52

Nicereply

JUNE 6, 2022

Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. Measure CES by surveying customers after the resolution of their conversation, finishing a call, fulfilling an order, ending a chat, or closing a deal.

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

ProProfs Blog

JUNE 19, 2020

In the current article, you will learn what is a good net promoter score and what you can do to achieve it and maintain it consistently. Net Promoter Score is primarily obtained through surveys. A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely).

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

ProProfs Blog

FEBRUARY 12, 2019

On a scale of 0-10, how likely are you to share this article? The question can be as simple as “how likely are you to recommend our service to a friend or a colleague” or as in my case “how likely are you to share this article”. Calculating NPS involves three steps: Create and send a survey. Create NPS Surveys.

Surveys 102

Surveys Benchmark Feedback Metrics 102

Nicereply

JUNE 6, 2022

Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. Measure CES by surveying customers after the resolution of their conversation, finishing a call, fulfilling an order, ending a chat, or closing a deal.

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

Totango

OCTOBER 7, 2021

After specific product adoption benchmarks have been achieved. Conduct CSAT and NPS Surveys. You can integrate automated emails with surveys that measure customer satisfaction and enthusiasm for your brand. Two of the most important types of customer surveys are customer satisfaction (CSAT) and Net Promoter Score (NPS) surveys.

Feedback 108

Feedback Benchmark Surveys Analytics 108

Nicereply

DECEMBER 28, 2021

Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have? You might be looking at your latest survey results and wondering… Are these good? This is where benchmarking is helpful. By comparing your survey results to other companies, you add context to your scores. How do we compare to our competitors?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

ProProfs Blog

DECEMBER 21, 2020

In this article, we’ll help you: What is customer churn and customer churn rate. Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. Post-chat survey feedback. How about adding an exit survey that pops up when a customer is about to abandon your website?

Surveys 148

Surveys Benchmark Feedback Sales 148

ijgolding

MARCH 1, 2018

It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change. Additionally, global customer experience benchmarking studies confirm that communication providers are lagging well behind companies in other industries.

Surveys 54

Surveys Telecommunications Benchmark Customer Experience 54

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Everybody Has a Customer article.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Lumoa

APRIL 3, 2018

“ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. At the same time a NPS survey is simple and short enough for consumers to respond regularly. Net Promoter allows you to switch between your "brand" to "product", if that follows the targets of your survey.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. And we know from experience: having the right survey tool is just one partbut a critical part of your survey success. If you’re ready to discuss the best survey software for your company, skip this article and click here to contact our team.

Surveys 48

Surveys Enterprise B2B Analytics 48

Lumoa

FEBRUARY 20, 2018

It's very likely, that you have already answered NPS surveys multiple times yourself. Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. Follow up with deeper surveys If needed extend the depth of understanding with follow up surveys. Here's a PDF summary of the article.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Interaction Metrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

Surveys 62

Surveys Benchmark Feedback Best practices 62

Contact Center Geek

OCTOBER 10, 2017

The real punishment I put myself through however, is taking surveys. Survey History But before we go into those lessons, it’s important to know from where we came. From my vantage point, here is the evolution of customer surveys. CSAT Then came the customer satisfaction (CSAT) survey. CSAT surveys.

Surveys 48

Surveys Benchmark Feedback Contact Center 48

Comm100

FEBRUARY 7, 2018

Designing a knowledge base is no easy task, but with the right guidance and by asking the right questions, you can create informative articles that customers will benefit from. For example, if one of your top queries from customers is how to return products, you can write a knowledge base article giving them this information.

Benchmark 53

Benchmark Education Customer Service Metrics 53

Totango

DECEMBER 28, 2021

Another way to check-in with customers is by sending periodic satisfaction surveys. For example, Net Promoter Score (NPS) surveys ask customers how likely they would be to promote you to a friend or colleague. Another strategic time to check-in with customers is when their usage level drops below desired benchmarks.

Best practices 102

Best practices Benchmark Education Surveys 102