We’ll explore why NPS is often misaligned with B2B needs and why B2B organizations need to look beyond NPS for a deeper ...

Organizational success starts with being able to measure the right customer experience (CX) metrics. Identifying where and ...

According to Capterra, a division of Gartner, in the past two years, customer satisfaction scores have improved for 63% of U.S. businesses. And there’s a reason. According to Laura Burgess ...

Key Points A quality target is a nominal target given to a production or process to meet customer needs. Adherence to ...

Market Force study ranks consumers' go-to convenience and fuel retailers, while others ‘still have room to grow’ ...

Of the respondents who experienced a premium increase in the past year, satisfaction is particularly low among those whose ...

Utilities that understand their customers’ attitudes, behaviors, and preferences are better able to target performance improvement initiatives that increase overall customer satisfaction. A study ...

There were three things that the study concentrated on: the impact of order batching, time versus temperature and the customer’s satisfaction with the speed of delivery. The KISS principle ...

Carriers that meet customers’ expectations and provide a satisfying network quality experience are well positioned to improve customer satisfaction, influence brand advocacy and loyalty, increase ...

Mercedes-Benz and Tesla rank highest for customer satisfaction in the luxury car segment. Toyota and Subaru are tied for first place in the mass-market segment. EVs rank below hybrids and gas cars ...