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

ShepHyken

SEPTEMBER 7, 2023

How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

APRIL 6, 2018

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. The Net Promoter Score is a metric that measures the average likelihood for a customer to refer your business to their friend or family. NPS tracking.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

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

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Focus on First-Call Resolution (FCR) First-call resolution is one of the most important metrics for measuring call center performance.

Call Center 62

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

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. 3: Focus on the End of Interactions for How to Improve Customer Service If you’re focusing on how to improve customer service, start with the end.

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

ShepHyken

JULY 2, 2019

They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world. The customer experience is about more than just metrics, and metrics are not always the best way to measure whether or not the experience is a good one. CX is about more than metrics. Listen to your customers.

Surveys 286

Surveys Metrics Customer Service Customer Experience 286

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

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?

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Scripts Surveys Interactive Voice Response Call Center 138

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Insights from Qualtrics show how measuring satisfaction is a critical step for identifying what drives loyalty and how to cultivate it. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

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. How do I measure agent satisfaction? How does one quantify their employees’ experience?

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

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

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Call back customers at a scheduled time, reducing frustration.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Interaction Metrics

MARCH 27, 2025

This number shows how many customers stayed with you over a given period of time. At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. So, ditch the meaningless surveys. Really easy.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

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. Combating Common Customer Service Misconceptions.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Beyond Philosophy

FEBRUARY 6, 2019

There is a scarcity of knowledge on how to do better work in Customer Experience. It requires more than surveys or changing how you answer the phone. Many organizations either do not know how to tie their results to actual numbers or, worse, they have not made tracking their Customer Experience ROI a priority.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. At Interaction Metrics, we take a smarter approach. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction.

Surveys 62

Surveys Benchmark Feedback Metrics 62

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. What was the best part of your experience with <CompanyABC>?

Surveys 62

Surveys Metrics Customer effort Analytics 62

ProProfs Blog

MARCH 18, 2020

Well, you have to understand how to measure customer satisfaction by expressing it in meaningful, comparable, and unbiased numbers. how to measure customer satisfaction efficiently and precisely, . how to measure customer satisfaction efficiently and precisely, . How to Measure Customer Satisfaction: 5 Essential Steps.

Surveys 145

Surveys Metrics Feedback Best practices 145

Global Response

MARCH 12, 2025

Types of analytics: Performance metrics are measured using different approaches, including descriptive, predictive, prescriptive, interaction, speech and text, self-service, and cross-channel analytics. Customer effort score (CES): Rates how easily agents could resolve customer concerns.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

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. For more information or recommendations on contact centre metrics, contact Call Design today.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

CSM Magazine

FEBRUARY 6, 2025

Once your roadmap is in action, measure its impact using key metrics such as Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT), and ticket resolution times. Month 1-2 Identify common post-purchase pain points through customer surveys and support ticket analysis. Month 6 Measure results via CSAT and NPS surveys.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Lumoa

JANUARY 31, 2023

Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Set a common customer experience metric and target for the organization. The Net Promoter System is a powerful metric for target setting. Why did we choose NPS?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ShepHyken

JANUARY 17, 2017

Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. Part of the beauty of the Net Promoter Score is the very short and concise format of the survey.

Surveys 266

Surveys Metrics Marketing Customer Experience 266

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. To unlock the full potential of your sales teams, you have to understand what fuels performance, what can get in the way and how to evaluate and continually enhance your approach for long-term results.

Sales 52

Sales Metrics CRM Coaching 52

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. How to Overcome Challenges with Your Call Center Metrics. Find out how Fonolo has earned the trust of medical call centers. Abandonment Rate.

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

ShepHyken

NOVEMBER 20, 2020

How to avoid that if you’re running an eCommerce business? Before you train your employees on how to provide amazing customer service, you need to clearly define what it means. How to find customer experience problems before they occur. Related: How to Improve Customer Experience Using Employee Feedback Data.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Nicereply

OCTOBER 11, 2024

We’ll also review how to measure customer satisfaction, along with some tips on how to improve it. Customer satisfaction refers to how well your company’s products or services meet or exceed your customers’ expectations. Let’s take a closer look at what customer satisfaction is and why it matters. What is customer satisfaction?

Customer retention 52

Customer retention Surveys Feedback Education 52

CSM Magazine

NOVEMBER 27, 2024

Prioritize Self-Service Options According to a Zendesk survey , 75% of consumers say that self-service is a good way to address service issues, while 67% prefer self-service over speaking to a company representative. Implementing similar resources can reduce the load on your support team while giving customers a sense of autonomy.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

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. Even customers can struggle with quantifying how happy they are with your services. They measure how successfully companies deliver the delightful experiences that build loyalty.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

SharpenCX

AUGUST 31, 2021

How you customize your dashboard depends on the outcome you’re looking for. Your agents are concerned with their individual metrics and the day-to-day goals. How do our customers feel? Use the following list of metrics and key performance indicators (KPIs) as a guide for which metrics to show your executive team.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

ShepHyken

NOVEMBER 21, 2016

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. It’s worth it.

Customer Service 297

Customer Service Surveys Marketing Sales 297

SharpenCX

DECEMBER 13, 2021

How do you know how to measure for success? 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.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

Fonolo

JULY 27, 2021

These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. How to Foster Agent Engagement in a Hybrid Contact Center. This data is often collected as a survey question, asking customers to rate the service on a scale of 1 to 10.

Call Center 142

Call Center Abandon rate First call resolution Construction 142