This year, CustomerGauge has announced the launch of their 2018 NPS® CX Benchmarks Report, conducted in collaboration with MIT CISR and NPSBenchmarks.com. Covering 15 different industries —from IT & Software to Telecommunications—the 80+ page report offers benchmarks for key performance metrics including Net Promoter Score®, retention rates, and revenue growth.
The 2018 NPS® & CX Benchmarks Report also spotlights the customer experience programs and Net Promoter® teams of some of Fortune 500's greatest companies. One such spotlight included an exclusive interview with tech giant Salesforce, whose customer churn rate is consistently less than 10%.
In CustomerGauge's 2018 NPS & CX Benchmarks Report, Karen Mangia, VP, Customer and Market Insights at Salesforce shares what drives Salesforce's tremendous retention rate. The exclusive chapter includes insights on how Salesforce uses the Net Promoter Score (NPS) system to better understand their competitive positioning in the market and align customer needs with business goals.
Here's a sneak peek to the 3 ways Salesforce uses NPS to make better business decisions, increase customer satisfaction and ultimately retention rates:
1) Net Promoter Score Benchmarking
2) Break NPS Down to Job Role
3) Follow Up with Both Promoters and Detractors