Voice of Customer (and NPS) Program Resources
Temkin Group has researched VoC programs within hundreds of companies and helps many large organizations apply leading-edge practices and get the most out of their customer insight efforts. Our focus includes many varieties of VoC efforts, including those that use Net Promoter® Score (NPS®) as a key metric.
Here’s a video on building a strong VoC program:
Here’s an infographic with great data on VoC programs:
Net Promoter Score (NPS) Benchmark Data:
- Economics of Net Promoter, 2016
- Net Promoter Score Benchmark Study, 2016
- Tech Vendor NPS Benchmark, 2016 (B2B)
NPS Blog Posts:
- My Latest 9 Recommendations for NPS
- Is Net Promoter Score a Savior or a Demon?
- Customer Effort, Net Promoter, And Thoughts About CX Metrics
- 9 Recommendations for Net Promoter Score (NPS)
- Why Net Promoter Score May Not Align With Business Results
- 5 Rules To Stop Employees From Gaming Your Feedback System
- Net Promoter Labels Obscure Actual Recommendation Patterns
- Net Promoter Scores Vary by Region
- CX Mistake #7: Obsessing Over Detractors
- CX Mistake #9: Falling in Love with a Metric
- What Drives Net Promoter Scores (NPS) in IT?
- Most Promoters Promote And So Do Some Detractors
- My Closing Thoughts on Net Promoter
VoC Program Assessment:
Download our free VoC program assessment tool and you can identify the maturity level of your VoC program and identify strengths and weaknesses of the program across our Six Ds of a closed-loop VoC program.
If you want to compare your results against the VoC programs at large companies, then download the Temkin Group report State of VoC Programs, 2016, which includes detailed benchmarking data from large firms.
VoC Research and Posts:
- Make Your VoC Action-Oriented
- State of VoC Programs, 2015
- Maximizing Value From Customer Journey Mapping
- Unlocking Customer Insights From the Contact Center
- State of CX Metrics, 2015
- The Future of Customer Experience Insights
- Text Analytics Reshapes VoC Programs
- Case Studies in Text Analytics
- Six Ds for Voice of the Customer Programs
- Our CX Data Doesn’t Match Industry Benchmarks, Now What?
- CX Mistake #7: Obsessing Over Detractors
- CX Mistake #9: Falling in Love With a Metric
- Yes, Enterprise Feedback Management (EFM) Is Still Dead
- Market Research Needs an Overhaul
Temkin Group works with many companies on their NPS programs and has researched 100s of other organizations. Take a look at our services on the Temkin Group website. I’ve assembled some research and blog posts to help you make the most out of these efforts:
Additional content that you may find valuable:
- Executive’s Guide to CX
- The Four Customer Experience Core Competencies (Free Report)
- The Future of Customer Experience
- The State of Customer Experience Management, 2014
- Lessons in CX Excellence, 2014
- 2014 Temkin Ratings: Benchmarking Consumer Relationships
- 14 Customer Experience Trends for 2014 (The Year of Empathy)
- eBook: 10 CX Mistakes to Avoid
- eBook: The Six Laws of Customer Experience (Free eBook)
- The ROI of Customer Experience
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Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.
Thanks for posting the wonderful resources. Lots of great information!