Results for : Net Promoter Score

What is eNPS, and is it all that important?

eNPS stands for Employee Net Promoter Score, a methodology that has built a reputation for measuring employees' enthusiasm for their place of work. It comes down to calculating the extent of a respondents' willingness to talk about their employee experience (i.e., EX) in a positive light. It's a fact that…

3 Customer Experience Metrics and KPIs That Count

We’ve previously discussed the value of customer feedback and talked about why customer onboarding matters; in this post, we’ll dive into the specific KPIs and metrics you should be tracking to improve your customer service and experience. Apart from exploring the most commonly used customer experience KPIs, including the Net…

Customer Feedback: How Listening Builds Business

Our team members have plenty to share! Check out this story of the value of customer feedback. Customer feedback is a critical driver of successful businesses. How companies deal with -- or don’t deal with -- customer feedback can be a strong indicator of their future success. In the best…

Attention Millenials: I just need 223 minutes of your time…

I just need 223 minutes of your time . . . said no marketer ever. But maybe marketers should be asking that question. For most companies, long-term success and prosperity depend on attracting millennials. Fortunately, we know where to find them: Millennial internet users worldwide spend an average of 223 minutes each…

How are you measuring customer satisfaction?

Many companies focus on measuring customer satisfaction – how satisfied were you with this product or that support call, with your meal or in-store visit? The customer experience is made up of moments, and Customer Satisfaction Score (CSAT) can measures each one so that you can improve specific interactions and…

How SoGoSurvey can help you build a better customer service experience.

News of bad customer service reaches more than twice as many ears as praise for a good service experience.        Everybody’s a critic. And these days, vocal critics will get noticed more than avid fans. In fact, studies show that twice as many people will hear about a…

How to listen to your customers and provide a better experience right now.

3 in 5 American customers (59%) would try a new brand or company for a better service experience. All the discounts, incentives, and promotions in the world can't make up for bad customer service. Fact is, almost 60% of customers will consider taking their business elsewhere if they believe another…

Listening To Your Dissatisfied Customers While You Still Can

It takes 12 positive experiences to make up for one unresolved negative experience. Customers have long memories. Once they’ve had a bad experience with a company, a service, a product, or an employee, it’s almost impossible to get them back in your corner. In fact, studies show it takes 12…

Build, Measure and Engage with Loyal Customers – It’s Easy

According to Accenture’s 2016 Global Consumer Pulse Survey, 78% of consumers report they are retracting loyalty at a faster pace than three years ago. Additionally, more than half of the most loyal customers actively recommend brands to others, and 14% express their loyalty by publicly endorsing or defending the company…

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