Net Promoter Score (NPS) has become a staple business metric for many years, ever since The Ultimate Question hit the market in 2006. At Intelligentics, we regularly make NPS a part of our larger Voice of the Customer (VOC) and Customer Experience (CX) survey projects for clients. We even provide an on-going NPS Tracker for clients so they can keep their fingers…
The harsh realities of on-going supply chain issues have B2B customers scrambling, and it is changing their purchasing behavior. The longer the supply-chain issues continue, the more likely that it could create long-term shifts in the way customers search for and procure parts. Doing the research with your customers helps B2B businesses to benchmark and track these shifts in customer…
Our Intelligentics team was recently coaching a client's customer service agent for the first time. She exemplified one of the common struggles we encounter in our assessment and coaching of front-line agents. She thought that her customers were just like her. Most people don't stop to realize it, but we all tend to let our egos assume that we are…
I was at a conference a few weeks ago and struck up a pleasant conversation with an insurance company’s Customer Service manager. In the course of conversation, I found out that our group had proposed doing some customer satisfaction research for his company. He explained to me that his superiors chose to spend their money on some different research, not…