PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. The real work begins when you take action to improve those metrics. Example: An e-commerce company analyzes CSAT feedback using AI.

Metrics 118

Metrics Surveys SaaS Wait times 118

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Metrics 64

Metrics Feedback Analytics Scripts 64

TeleDirect

DECEMBER 22, 2024

Top 10 Metrics to Measure Call Center Success Measuring the success of a call center is essential for understanding its performance, identifying areas for improvement, and delivering exceptional customer experiences. Below is a comprehensive guide to the top 10 metrics that help measure call center success.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Lets break this down further by exploring the connection between satisfaction and loyalty, and how feedback fuels smarter business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

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

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on.

Surveys 52

Surveys Feedback Customer retention Construction 52

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. Misconception #3: Speed is the most important customer service metric. It’s how you handle that feedback that makes a difference.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62

Surveys Airlines Benchmark Feedback 62

ProProfs Blog

DECEMBER 11, 2020

There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” Customer satisfaction metrics help you back your customer-centric mindset and identify areas (both positive and negative) responsible for leaving an impact on the overall brand experience.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do.

Surveys 205

Surveys Automotive Advertising Enterprise 205

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

ShepHyken

JUNE 18, 2019

They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Most metrics only look at recommendation potential and satisfaction instead of examining customers’ motivation.

Feedback 274

Feedback Surveys Marketing Metrics 274

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Happy Enabled Employees = Happy Customers.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

ShepHyken

JANUARY 15, 2021

Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Measure Customer Satisfaction Using Quantitative Metrics. And effective monitoring is integral to this. Keep Track of Customer Retention Figures.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Even negative feedback can alert you to what needs to change in order to make your events more successful. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

Surveys 100

Surveys Feedback Best practices Construction 100

ShepHyken

NOVEMBER 20, 2020

A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. These meetings can help to collect feedback from individual employees. Talk to Your Employees.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Morale Feedback Customer effort 144

Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

ShepHyken

JUNE 23, 2020

The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback. Beware of survey fatigue!

Surveys 186

Surveys Feedback B2B Metrics 186

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

B2C 346

B2C Customer centricity Feedback Upselling 346

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. Share it across departments for feedback, then apply those insights to 15 more emails. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS).

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Fonolo

MARCH 4, 2021

But when your team’s performance is being evaluated based on cold hard metrics, it can be downright nerve-wracking to explain the numbers to upper management. This metric is one of the most common industry KPIs, as it also indicates the percentage of customers who need to reach out multiple times to resolve a problem. Have a look!

Metrics 148

Metrics Call Center Abandon rate Abandon Call 148

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. 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? What is an After-Call Survey For? 7 Tips for Writing a Good Post-Call Survey.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Fonolo

MARCH 11, 2021

It may be difficult to think of metrics and reporting during times like these, but proper data collection can offer insight into what’s working in your call center and what’s not. If you have a high average response time, ask your agents for feedback on the issue. How to Overcome Challenges with Your Call Center Metrics.

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly.

Feedback 52

Feedback Surveys Best practices CRM 52

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. Simply reading through comments isnt practical.

Surveys 62

Surveys Metrics Customer effort Analytics 62

ShepHyken

APRIL 6, 2018

The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product. Disney Store uses a tool that pops out a short survey once in a while during the buying process to understand the customer’s thoughts. NPS tracking.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

TeleDirect

MARCH 20, 2025

Focus on First-Call Resolution (FCR) First-call resolution is one of the most important metrics for measuring call center performance. Utilize Customer Feedback to Drive Improvements Customer feedback is a valuable tool for identifying areas where service can be improved. Monitor online reviews and social media comments.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Fonolo

MARCH 25, 2021

Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. How do I measure agent satisfaction?

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

Virtual Live Labs

DECEMBER 13, 2021

One of the most critical components to driving change successfully in a remote environment is communication feedback loops. Leaders may not even know the negative gossip is happening until some metric shows up on a spreadsheet and the executive or contact center director is asking what’s happening. Send out another quick survey.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Virtual Live Labs

DECEMBER 13, 2021

One of the most critical components to driving change successfully in a remote environment is communication feedback loops. Leaders may not even know the negative gossip is happening until some metric shows up on a spreadsheet and the executive or contact center director is asking what’s happening. Send out another quick survey.

Feedback 130

Feedback Best practices Contact Center Metrics 130

SharpenCX

DECEMBER 13, 2021

To get you started, we’ve compiled a few useful metrics and tactics to ensure your remote agents are engaged, motivated, and successful in their at-home offices. Here are a couple ways to do so: Send Out Surveys: It can be hard to ask for honest feedback. Read Next: 4 Remote Work Rules to Keep Your Agents Engaged and Productive.

virtual call center 128

virtual call center Call Center Metrics Coaching 128