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  • Net Promoter Score (NPS)

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  • For Customer Experience Professionals

    Report

    Report Predictions 2017: The CX Quality Split

    Landscape: The Customer Experience Ecosystem Playbook
    October 31, 2016 | David Truog, Allegra Burnette

    The Customer Experience Index (CX Index™) leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: Top 10 NPS Questions Answered For CX Professionals

    December 19, 2014 | Maxie Schmidt-Subramanian

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to measure and improve customer loyalty. Many customer experience (CX)...

  • For Customer Experience Professionals

    Report

    Report How Three B2B Firms Measure Customer Experience

    March 20, 2014 | Maxie Schmidt-Subramanian, Paul Hagen

    Customer experience leaders in business-to-business (B2B) firms need a measurement program that tells them how good their customers' experiences are today, provides guidance on how to improve those...

  • For Customer Experience Professionals

    Report

    Report Better Customer Experience Correlates To Higher Net Promoter Scores

    Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience
    November 9, 2012 | Megan Burns

    Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

  • For Customer Experience Professionals

    Report

    Report Case Study: Philips Uses eLearning To Communicate The Benefits Of Net Promoter

    Partnership With Jellyvision Lab Leads To An Engaging Training Module
    February 23, 2012 | Reineke Reitsma

    One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked...

  • For Customer Experience Professionals

    Report

    Report Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

    July 14, 2011 | Megan Burns

    Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality —...

  • For CMO Professionals

    Report

    Report Net Promoter Scores: Good, But Not Enough

    February 2, 2007 | Christine Spivey Overby

    Net Promoter has become a popular way to measure customer satisfaction and loyalty. But, as with any single measurement, it doesn't tell the entire story. To put a Net Promoter Score — or any...