NobelBiz® ’s Post

Let's unpack NPS! A couple weeks ago we chatted about CSAT scores, what they mean for your buisiness, how they're calculated, industry standards, and more 🤓 This time around we're explaining everything you need to understand NPS scoring 🚀 Have a question about CSAT or NPS? Ask away in the comments👇 #customerserviceinsights #NPS

NPS. CSAT. CES. KPI. CLV. None of these are *the point*. So what is? Understanding your customers. Understand doing what Drives Value. Understanding what Destroys Value. That’s the point. In good times or in bad, you’d like to fix the broken, and perpetuate the brilliant. The metrics derived from all these surveys are meaningless if you don’t understand why you’re doing it, or if you don’t correlate it with other (usually qualitative) survey methodology. What’s worse is if you don’t take some action based on your understanding of what’s driving or destroying value. All that effort for nothing. How often do you, as Consumers, take NPS surveys and what are your thoughts?

Net Promoter Score (NPS) is the ultimate metric for determining how well your product performs with current customers. Here’s everything about NPS - how to calculate it and tips to improve it 👇

Hey everyone! I’m thrilled to share that we’ve just wrapped up our review of our latest Net Promoter Score (NPS) results, and the news is fantastic! Not only have we seen an improvement in our NPS, but also our Customer Effort Score has also seen a large increase! This is incredibly important to us, so I would like to say a huge thanks for your feedback and support. 🫶   However your feedback tells us with have more to do if we are going to continue to be the right solution for you and your clients, so our focus is now on what next? Well our goal is to continue enhancing your experience of trading with Victor and demonstrating our steadfast commitment to you, our valued customers.   As we do this we would love to hear your thoughts on how we are doing, your insights are invaluable and we’re dedicated to making sure your voice is heard as we develop and grow. Let’s keep the conversation going! What are the areas you’d like to see us focus on? Drop your thoughts to our Customer Feedback Inbox Yourvoicematters@victorinsurance.co.uk   Here’s to a future filled with even more improvements and a partnership that thrives! Empowering you to explore the possible! #CustomerExperience #NPS #ContinuousImprovement #FeedbackMatters #LetsDoThis

Do you know why there's an "earned growth rate"? As the credibility of self-reported Net Promoter Scores was compromised, Fred Reichheld, the creator of NPS, saw the necessity for another metric that relied on verifiable data. This metric, the "earned growth rate," quantifies the revenue growth generated by customers who return to the company and refer others. [Source: Harvard Business Review]

🚀 Ready to turn customer feedback into actionable insights? Our latest video on calculating Net Promoter Scores (NPS) has got you covered! Join Nick as he walks you through the process, customizes your score, and shares tips for team collaboration. Got questions? Drop them in the comments below. #CustomerFeedback #NPS #BusinessInsights

Want to improve your NPS score? Here's an innovative method.

Net Promoter Score (NPS) results help businesses improve by resolving customer issues, aligning feedback with strategic goals, and leveraging promoters to boost growth and reputation.

Optimizing CLV requires strategy, data, insights, and execution. The PPX Maturity Curve sets the gold standard for how brands win in customer retention, engagement, and revenue growth. 💡 If you’re still stuck in reactive mode, you’re leaving money and loyalty on the table. Time to change the game. 👉 Start your assessment now: https://lnkd.in/eTknB6sK

A South African Callbi customer just reduced their Average Handling Time (AHT) by 5% using a surprising tactic: tackling silent moments in calls ... Dead air isn't just awkward, it's expensive! This customer uncovered hidden inefficiencies, streamlined processes, and empowered agents to work smarter. Here's how they did it: 📌 Agent Coaching: Targeted training based on specific areas for improvement. 📌 Knowledge Accessibility: Ensuring agents have the info they need, when they need it. 📌 Behavior Modification: Addressing unproductive habits and promoting best practices. Ready to uncover the hidden potential in your contact center? 👉 Discover how Callbi's Dead Air feature can transform your operations: https://lnkd.in/diiibsqz #Callbi #SpeechAnalytics #AHT #CustomerExperience #ROI #ContactCenter