2010 TNS Satisfaction/Loyalty Survey Results
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This research conducted by TNS Global on behalf of SkillSoft highlights the SkillSoft clients' loyalty in numbers.
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CS 2014-15-2
- Over 95,000 customers were invited to take a survey about their satisfaction. As of January 23rd, 2,563 customers had responded, a 3% response rate.
- So far, 63% of respondents provided written feedback totaling 1,445 comments. Several customer groups were excluded from the survey.
- A reminder was sent to non-respondents. Additional responses are still needed from certain business areas to achieve statistically valid scores.
- Customer comments and survey results will be analyzed to identify key themes about areas that need improvement and those performing well. Insights from verbatim comments provide additional context.
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0:07:15 What does CEM Program looks like?
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0:11:20 Design of a CEM Program: Disparate Sources of Business Data
0:14:23 Design of a CEM Program: Data Linkage (connecting data to answer different question)
0:17:17 Design of a CEM Program: Integrating your business data (mapping organization silos with survey type)
0:20:58 Design of a CEM Program: Three ways to grow business… why just NPS is not enough?
0:25:40 TCELab product plug but some cross winds of CEM gold information
0:33:10 TCELab CLAAP Platform but some cross winds of CEM gold information
0:39:00 TCELab product execution process, time-lengths & other relevant information around it (information relevant to affiliate networks)
0:43:30 TCELab product lists (information relevant to affiliate networks)
0:52:40 TCELab case study: Kashoo + lot of good information for SAAS companies CEM program
For More, please visit http://www.tcelab.com
Total Customer Experience Management Overview #TCE #CEM -- The Why, What and How
This is a CEM tutorial & TCELab introduction presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space.
A must watch for CEM enthusiast or any business professionals interesting in reducing churn.
Find video at: http://www.youtube.com/watch?v=BFPDmM4Ct1E
Or read it in our corporate blog: http://tce.io/tutecast
Video itinerary:
0:00:07 What is Customer Experience Management (CEM)?
0:02:04 Why do CEO’s care?
0:04:15 Why CEM vendor should be excited?
0:07:15 What does CEM Program looks like?
0:07:45 Design of a CEM Program: CEM Program Components
0:11:20 Design of a CEM Program: Disparate Sources of Business Data
0:14:23 Design of a CEM Program: Data Linkage (connecting data to answer different question)
0:17:17 Design of a CEM Program: Integrating your business data (mapping organization silos with survey type)
0:20:58 Design of a CEM Program: Three ways to grow business… why just NPS is not enough?
0:25:40 TCELab product plug but some cross winds of CEM gold information
0:33:10 TCELab CLAAP Platform but some cross winds of CEM gold information
0:39:00 TCELab product execution process, time-lengths & other relevant information around it (information relevant to affiliate networks)
0:43:30 TCELab product lists (information relevant to affiliate networks)
0:52:40 TCELab case study: Kashoo + lot of good information for SAAS companies CEM program
For More, please visit http://www.tcelab.com
CS 2014-15-2
- Over 95,000 customers were invited to take a survey about their satisfaction. As of January 23rd, 2,563 customers had responded, a 3% response rate.
- So far, 63% of respondents provided written feedback totaling 1,445 comments. Several customer groups were excluded from the survey.
- A reminder was sent to non-respondents. Additional responses are still needed from certain business areas to achieve statistically valid scores.
- Customer comments and survey results will be analyzed to identify key themes about areas that need improvement and those performing well. Insights from verbatim comments provide additional context.
Customer satisfaction survey
The customer satisfaction survey is a feedback survey that will ask the customer how satisfied they are with your products or services. It usually consists of one question that covers everything that a company wants to know about customer satisfaction.
80024 support whitepaper nps
LEARN WHAT A GREAT TECHNICAL SUPPORT EXPERIENCE AND PASSIONATE CUSTOMER COMMUNITIES CAN DO FOR YOUR BUSINESS- This powerful measurement and focus within your organization can align your business with your customers, deeply understand how your customers feel about you and your products/services and (if leveraged) can propel your business to unprecedented growth.
NPS is a simple measurement but sometimes challenging to implement. Please complete this form to receive a brief summary of:
-Methodology for NPS
-Practical tips for implementing and establishing a customer centric mindset
-Statistical abstracts and results of other practitioners
Total Customer Experience Management Overview #TCE #CEM -- The Why, What and...
This is a presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space
Architecting CX Measurement Frameworks and Ensuring CX Metrics are fit for Pu...
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Learning and Business Impact: Making the Case through Metrics and Analytics
Proving the impact of a single learning investment is relatively easy. Answering the broader question of “What impact is L&D having on the business?” is hard. In this Spotlight webinar, Ericsson’s global head of learning measurement and analytics will share how he’s guiding assessment, evaluation and measurement strategies that provide data to help executives understand the impact of employee learning on business performance.
During this session, attendees will:
Identify ways that analytics is shaping learning measurement.
Describe components of a measurement map.
Identify the level of measurement maturity in their organization.
Learning and Business Impact: Making the Case through Metrics and Analytics
Proving the impact of a single learning investment is relatively easy. Answering the broader question of "What impact is L&D having on the business?" is hard.
2015_Using-NPS-Successfully
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1. The document discusses tips and tools for conducting effective Voice of the Customer (VOC) research to better listen to and understand customers.
2. It outlines trends in VOC, common research methodologies like Net Promoter Score, and tools for text analytics, crowdsourcing, mobile surveys, and real-time action alerts.
3. The presentation provides best practices for using VOC research to drive innovation, growth, and customer retention.
METRICS YOU SHOULD TRACK FOR AWESOME CUSTOMER SUCCESS
Customer Success Summit 2015 breakout session:
Presented by: Nathan Williams, Head of Customer Success Ops, LinkedIn
Drive Revenue with a Voice of the Customer Program
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Epinion Vietnam - Corporate Credential
Epinion is a market research agency that delivers digital solutions to address clients' business issues. It has developed a strong framework and product portfolio relying on digital capabilities to create long-lasting impact and satisfy clients' needs for speed and flexibility. Epinion works with clients using data collection, reporting, and consultation to provide actionable recommendations and ensure data translates to impact. It has experience working with various industries in Vietnam and internationally.
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This document provides an overview of benchmarking user experience (UX) research to quantify the impact and prove value. It discusses conducting longitudinal benchmarking by collecting baseline data and retesting over time or after changes. Competitive benchmarking involves testing your site against competitors' sites to learn from their successes and failures. Key performance indicators (KPIs) like task success rates, times, and user feedback are measured to calculate an overall quality of experience score (qxScore) on a standardized index. Consistent methodology, tasks, participants, and metrics allow for reliable comparison over time.
Customer Satisfaction in Shared Services
Customer satisfaction is a critical measure of success for all shared services organizations. “Customer Satisfaction” is the fifth session of a HR Shared Services learning series that ScottMadden is presenting in conjunction with Shared Services and Outsourcing Network (SSON). Part five covers approaches and techniques for measuring satisfaction and we describe key dimensions of satisfaction. The presentation includes trends in customer satisfaction data from ScottMadden’s shared services customer surveys ranging from baseline surveys conducted pre-launch to on-going surveys for mature shared services organizations.
For more information, please visit www.scottmadden.com or http://www.scottmadden.com/insight/499/shared-services-customer-satisfaction.html.
Customer Satisfaction - recent updates in measurement and performance across ...
Customer Satisfaction - recent updates in measurement and performance across ...eGovernment Resource Centre
Presentation by Paul van Veen, Customer Service Benchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16, 2011. Provides an overview of What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurementNet Promoter Score - A 10 Slide Introduction
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
The Insightlink Approach to Employee Surveys
The document discusses Insightlink's approach to conducting employee surveys using their 4Cs framework of Commitment, Culture, Communications, and Compensation. Some key points:
- The 4Cs model provides a proven, actionable framework for understanding employee engagement.
- Surveying employees can provide feedback to identify issues, improve organizational performance, and compare results to benchmarks.
- Insightlink's surveys measure engagement, loyalty, motivations and drivers to help organizations target action planning.
- The process typically involves drafting a survey, collecting responses, analyzing data, and providing a report to guide action planning to improve satisfaction.
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Total Customer Experience Management Overview #TCE #CEM -- The Why, What and How
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2010 TNS Satisfaction/Loyalty Survey Results
- 1. 2010 TNS Satisfaction/Loyalty Survey Results Chris Sousa December 2010
- 6. Loyalty Questions 2010 Repurchase SkillSoft's Products 98% Slide 3 Key Metric #1 Key Metric #2
- 7. Ease of Doing Business (Key Metric #3) Average Score 2009 = 8.1 2010 = 8.3 Slide 4 * Met or Exceeded Expectations 96% * 96% *
- 8. Product Quality (Key Metric #4) Average Score 2009 = 7.8 2010 = 7.9 Slide 5 97% * * Met or Exceeded Expectations 97% *
- 9. Customer Service (Key Metric #5) Average Score 2009 = 8.3 2010 = 8.3 Slide 6 96% * * Met or Exceeded Expectations 96% *
- 10. Comparing Global Survey Results FY’09 through FY’11 Target Zone * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale) Completed Surveys = 643 Slide 7
- 11. 2010 Results by Territory Target Zone APAC n=61 EMEA n=71 North America n=511 Slide 8 Recommend * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale)
- 12. Performance Trends FY08 through FY11 Global Survey Results Comparison Table Slide 11 * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale) FY08 FY09 FY10 FY11 Customer Service* 95% 93% 96% 96% SkillSoft Referenceability 96% 93% 97% 98% Product Quality* 97% 94% 96% 97% Ease of Doing Business* 96% 94% 96% 96% Willing to Repurchase 93% 93% 92% 97%