Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. This makes it an essential consideration for any customer success manager in almost any industry.

Benchmark 78

Benchmark Banking Metrics Surveys 78

ProProfs Blog

OCTOBER 25, 2021

Yes, you can collect their feedback on your brand offerings with simple questions like: Are you happy with our products or services? Various customer feedback tools help you track your customers’ pulse consistently. What Is a Customer Feedback Tool. Read more: 12 Channels to Capture Customer Feedback. Here we go!

Feedback 148

Feedback Surveys Enterprise Analytics 148

ShepHyken

APRIL 11, 2017

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

The Northridge Group

AUGUST 23, 2022

Quality Monitoring needs vary by industry, but one industry with very specific and complex Quality Monitoring needs is the healthcare industry. There are a variety of reasons why monitoring calls for the highly regulated healthcare industry is a more complex process than monitoring calls in other industries.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

ChurnZero

APRIL 11, 2025

Customer feedback changes depending on the lens youre looking through (i.e. Is your onboarding process a well-oiled machine of timely tasks and thresholds, until a customer gets stuck with no clear steps for collecting or reviewing feedback? (because perception is reality) Let’s explore the details of each step.

Metrics 86

Metrics Benchmark Feedback SaaS 86

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 108

Feedback Benchmark Surveys Analytics 108

ShepHyken

JULY 16, 2018

Christopher Elliott gives us a glimpse into what the CX will be like in the travel industry – and I think you’ll like it! It doesn’t matter what industry you’re in, increasing the number of customers who come back, even by just a small percentage, has a big impact on your bottom line. It’s one thing to get customer feedback.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

Satrix Solutions

JUNE 15, 2020

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On one hand, executives value information about their organization’s performance and how they compare to other companies in their industry. Collectively, we have learned a lot through NPS benchmarking studies.

Benchmark 78

Benchmark B2C Surveys B2B 78

IdeasUnlimited

AUGUST 21, 2024

Call centers are crucial in the business world, providing essential support and communication channels that handle customer inquiries, service issues, and feedback. Industry-Specific Expertise Call center outsourcing companies in the USA offer specialized solutions that cater to various industries, addressing their unique challenges.

industry standards 98

industry standards Call Center Best practices Benchmark 98

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. Importance of CES in SaaS In the Software as a Service (SaaS) industry, the Customer Effort Score (CES) holds particular significance.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ShepHyken

AUGUST 28, 2017

While the article’s title appears to be focused on contact and support centers, the concepts can be used by any type of business in any industry. Ideas like understanding industry benchmarks and using feedback are for everyone. This is a great article from my friends at Fonolo!

Customer Service 214

Customer Service Contact Center Benchmark Big data 214

Interaction Metrics

JANUARY 31, 2025

Runner Up: Beyond Feedback Beyond Feedback is one of the only firms offering fully customized customer experience survey programs. They provide customized reporting and analysis, survey deployment via email, SMS, and phone, and national benchmarking to compare against competitors.

Surveys 62

Surveys Metrics Benchmark Consulting 62

CSM Magazine

MARCH 11, 2025

The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers. The ASQ Awards are a benchmark in the aviation industry, measuring airport performance directly through feedback collected via 700,000 live surveys in 2024.

Customer Experience 52

Customer Experience Benchmark Customer centricity Feedback 52

ShepHyken

JUNE 26, 2023

With intense competition and ever-increasing customer expectations, it’s crucial for brands to seek inspiration from unexpected sources, including those completely outside of their industries. Imagine a meeting with various customers sharing their feedback at a level that is far beyond a traditional focus group.

Customer Service 44

Customer Service Customer centricity B2C Entertainment 44

ShepHyken

SEPTEMBER 4, 2017

(Forbes) I talked with 10 top CMOs from a number of industries to get their insights into the changing role of the CMO, how they build relationships with customers, how they stay on top of changes in today’s omnichannel world, and more. Technology NPS Benchmarks by CustomerGauge. My Comment: Blake Morgan has given us a gift.

Customer Service 170

Customer Service Benchmark Customer Care Finance 170

Callminer

AUGUST 1, 2017

A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ They don’t do anything else except maybe monitor a few calls and give some feedback. Feedback loops are imperative to success.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

MARCH 6, 2025

The evaluation process generates two key outputs: Feedback : The judge LLM (Language Model) provides detailed evaluation feedback in the form of a string, offering qualitative insights into the systems performance. Additionally, the column Feedback provides a clear explanation of the result of the passing score.

Metrics 118

Metrics Enterprise APIs Engineering 118

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Close the Loop Quickly Speed matters when addressing customer feedback.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

CSM Magazine

APRIL 10, 2025

A Recognition Built on Customer Trust The Service Hero Award is a highly regarded benchmark for service excellence in Kuwaits retail industry. What sets it apart is its foundation on real customer feedback, ensuring that it reflects genuine consumer sentiment. Bravo, LuLu Hypermarket!

Benchmark 52

Benchmark Feedback Customer Service Management 52

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Lumoa

APRIL 3, 2018

Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. When to ask feedback? The real value is in the “WHY”.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

TeleDirect

MARCH 20, 2025

Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement. Compliance with industry regulations (e.g., Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. HIPAA, PCI DSS).

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 74

Feedback Benchmark Surveys Analytics 74

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. Most of the time, the math is done for you by the customer feedback solution. NPS scores can vary widely, and depend on a number of factors including industry, location, and method of data collection.

Benchmark 98

Benchmark Surveys Feedback Metrics 98

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

AWS Machine Learning

FEBRUARY 24, 2025

Amazon Bedrock Marketplace is a new capability in Amazon Bedrock that developers can use to discover, test, and use over 100 popular, emerging, and specialized foundation models (FMs) alongside the current selection of industry-leading models in Amazon Bedrock. For example, content for inference.

APIs 94

APIs Enterprise Benchmark Feedback 94

Hodusoft

OCTOBER 23, 2024

Importance of Measuring NPS for BPO Contact Centers How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? The average NPS score varies from one industry to the other. What’s considered a bad NPS score in one industry could be good for another and vice versa.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. A common trend emerges wherein, once the results are collected, they often recede into the background until the next feedback cycle rolls around.

Feedback 78

Feedback Surveys Analytics Benchmark 78

Nicereply

SEPTEMBER 4, 2023

What is a Good NPS Score by Industry? Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? However, it’s important to note that industry standards for NPS scores may vary and that benchmarking your score can serve as a good Northstar to reference.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Balto

JANUARY 28, 2025

AI is evolving at lightning speed, and the vendors that drive value now will separate the industry leaders from the laggards. This means: Regular performance reviews Real-time model adjustments Updates driven by real-world data and feedback AI should evolve alongside your businessnot lag behind it. The difference?

CRM 52

CRM Benchmark Feedback Metrics 52

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. This will lead you to reduce churn and increase your revenue.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Lumoa

AUGUST 5, 2022

But, how can retail companies incorporate valuable sources like real-time customer feedback into their operations? This article will cover the drivers behind growing inflation rates and their impact on the retail industry. The Impact of Global Events on the Retail Industry. Determine the Feedback Trends.

Feedback 78

Feedback Marketing Metrics Benchmark 78

CSM Magazine

FEBRUARY 19, 2025

The restaurant industry is undergoing one of the most significant technological transformations in its history. From automated order processing and personalized recommendations to optimized feedback systems, AI is not only streamlining operations but also enhancing the customer experience in profound ways.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

ProProfs Blog

JUNE 19, 2020

In general, the low rating is assumed to be negative feedback, middle rating is taken as average feedback, whereas high rating is touted as the positive feedback. For any company/industry, having more promoters than detractors is a favorable situation. Focus on Internal NPS Benchmarking. Airlines.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

ProProfs Blog

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. What is an In-App Feedback Survey? Include a Progress Bar.

Feedback 78

Feedback Surveys APIs Customer centricity 78