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The Net Promoter Score (NPS), and its employee counterpart eNPS, is a metric that many businesses use to understand how their customers feel about their organization (in conjunction with the Customer Satisfaction Score). While both metrics measure perception-based data, they are targeting two very different understandings—and knowing the difference is…

We’ve been talking a lot about the CSAT (customer satisfaction) score and its relationship to CX, and that’s because we’re all about feedback here at Sogolytics. The CSAT is based on direct feedback from your customers on how they feel about your products, services, or support. It’s a wonderful barometer…

Continuing our previous post, "4 User Experience Questions to Include in Your Survey," what questions you ask should be combined with best practices on user experience surveys. Not everyone reports a similar experience, so it behooves you to learn how you can best survey your target audience’s experience that gives…

Just as no man is an island, no business can go it alone. You may have the greatest product or service ever. Yet if your customers don’t see it that way, you’ll sink. Or, to continue the island metaphor, you’ll starve alone with a deflated volleyball as your best friend.…

Accumulation and analysis of data are key revenue drivers in modern times. It helps businesses create better customer and employee experiences. There's little doubt that digitally organized information can change the face of company operations. Anyone involved in the field inevitably comes up against quantitative and qualitative research usefulness, methods,…

How to structure powerful customer communications that deliver more Imagine receiving a survey with the following question: "Would you like to spend $X million by passing this bond?" How would you answer? The likelihood of a negative response is high if you don’t know enough to give an informed answer.…

Do you ever get the feeling that some people just can’t stop talking about customer experience and some people just can’t catch on? I’m glad my life doesn’t include anything as dramatic as the overthrow of monarchs, but I’ve faced some dramatic differences in customer service recently. Don’t people know…

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…

Once you’ve got your own house in order, it’s time to turn from the internal to the external communication audit. Whether you’re connecting with clients, prospects, partners, vendors, or any other community members, your organization is best served with a strong strategic communication plan. Why run an external communication audit?…

Buzzword Decoded: What is NPS Really?

When to Initiate a CSAT Survey

How to Survey Your Target Audience’s User Experience

How to Solicit Customer Feedback

Qualitative vs. Quantitative Research – Is it really a contest?

Customer Engagement: How can brands give as good as they get?

Customer Experience Is Dead! Long Live Customer Experience!

3 Customer Experience Metrics and KPIs That Count

Customer Feedback: How Listening Builds Business

5 Key Questions for Your External Communication Audit