Net Promoter Score Archives

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Every business has its detractors. While you can’t demand that they change their mind, you can alter the way you approach them to create a new perspective. Detractors are people who didn’t just have a negative experience, but those who actively say negative things about your business. In terms of…

Whether Transactional or Relational, Net Promoter Score (NPS) has a massive advantage in the larger feedback arena. An NPS survey at pivotal moments in the customer lifecycle can yield invaluable information. It's versatile with a capital V. NPS surveys often occur on a 3-month schedule or in alignment with touchpoints…

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…

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…

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…

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…

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…

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…

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…

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…

The Detractor Opportunity: How to Win Over Your Critics and Improve Customer Experience

Transactional vs. Relational NPS

What is eNPS, and is it all that important?

3 Customer Experience Metrics and KPIs That Count

Customer Feedback: How Listening Builds Business

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

How are you measuring customer satisfaction?

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

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

Listening To Your Dissatisfied Customers While You Still Can