How to Calculate NPS ® (Net Promoter Score ®)?
Very popular, the Net Promoter Score ® (also called NPS ®) is a tool that you use to measure customer loyalty and satisfaction. The advantage? If you calculate your business’ NPS ®, you can gain valuable insights into customers'...
How to Calculate NPS ® (Net Promoter Score ®)?
Very popular, the Net Promoter Score ® (also called NPS ®) is a tool that you use to measure customer loyalty and satisfaction. The advantage? If you calculate your business’ NPS ®, you can gain valuable insights into customers'...
5 Steps to Improve Customer Satisfaction
If you have arrived at this article, you probably know the importance of customer satisfaction. And if not, it's your lucky day! Because customer satisfaction is indeed essential for your business. It can help you keep your customers, acquire new ones, and increase...
The Importance of Customer Satisfaction in 2023
For all companies, the importance of customer satisfaction (or CSAT) is obvious. Without customers, a company does not exist and if customers are not satisfied, the company will not grow. That makes sense. But what would you say if we told you that customer...
NPS ® vs CES: Which customer satisfaction metric is best?
Customer experience and satisfaction are central measures these days. Many analysis tools exist and indeed, one can quickly get lost among the solutions offered. The most commonly proposed solutions are the NPS ® vs CES. Both of...
Improve Customer Experience in your Call Centers with NPS ®
For a call center, measuring customer satisfaction is centric. There is a lot of data and, the management of this data is complicated. Your call center agents need to ensure that they are meeting customer needs and keeping...
How to Measure Customer Satisfaction?
Wherever you are and whatever your business is, customer satisfaction is at the centre of your concerns. And if not, it should be, because this concept offers significant potential for your company. But how do you get data about customer satisfaction and, more...
The Best Customer Satisfaction Strategy? Mix IVR, SMS & Email
When we talk about customer satisfaction strategy, we think of many things. And it goes in all directions. We’ll help you out. There is one customer satisfaction strategy that must come before all others: think omnichannel. Is it a strategy? Why have a customer...
Optimise your contact center’s customer care in 5 steps
It’s impossible to deny the fact that your contact center's customer care is important. For any company, the customer is centric and its happiness level is very important. Its quality will either enhance or degrade the loyalty of your customers. Your contact center's...
What Is A Good Net Promoter Score ® And How To Use It?
The NPS ® is a well-known metric that measures the willingness of customers to recommend a company’s products or services. With only one question to the customer, response rates are usually higher than a more elaborate survey. But, What is a Net Promoter Score ® and...
5 Tips to improve your contact center’s NPS ®
As a contact center, you want to improve your return on investment and increase your revenue. To do this, you must first deliver positive and unparalleled experiences to your customers. Do your customers recommend your contact center to their friends and family, do...
5 Things You Should Do With Customer Feedback
Generating feedback from your customers is essential for your business’s success. If you know what your customers think, you already know what to do (or change) to make them happy. And the easiest way to find out what they think is to collect their answers. Through...
Create Survey: 7 Steps, 5 Questions and One Magic Trick
Do you think your company is doing a good job? Great! But honestly, how can you prove it? The proof of the pudding is in the eating, so only your customers can really experience your offer and services. So, to find out what they think, a satisfaction survey is not a...
Become a Customer Centric Organisation With Surveys
If there is one trend you cannot go around any more, it is the customer centricity model. Most organisations today apply it, at least in a simplified form. So, what is a customer centricity model? How can you use simple tools to improve your customer centric approach?...
Customer Survey: which alternative’s the best for you?
The feedback from your customers is a goldmine. If you gather, analyse and use it right, you have everything you need to improve your business constantly. But there are a lot of alternatives. So, which customer survey alternatives can you choose? Here’s a comparison...
What is the Customer Effort Score (CES)?
In the world of customer experience (CX), knowing what your users think is important. To provide a service that meets the expectations of customers, it is necessary to analyse and understand their needs in-depth. The CES survey, among other survey tools, helps to meet...
Create effective post-call IVR surveys
You want your call centre to become more effective and to create a better quality of service. That’s a challenge. You probably have a customer-centric policy, and you train your call agents to become more service-oriented. But do...