Net Promoter News

Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. In November, CEO Stephen Kelly published a press release, which highlighted Sage’s achievements throughout the year and the company’s customer-centric goals for 2017. Results show that Sage’s contract renewal rates grew by 2 percentage […]

KLM wants to Invest €3million per Day into Quality   Previously, we discussed Southwest Airlines and their unparalleled focus on customer satisfaction, which earns the brand one of the highest NPS scores in the airline industry. Back in Europe, there is another airline that takes customer retention and happiness to heart—KLM. The Royal Dutch airline […]

Defined by Harvard Business Review as “The One Number You Need to Grow”, the Net Promoter Score® is the quickest metric you can use to assess customer satisfaction and loyalty with your brand. As 2017 is fast approaching, understanding which future investments and initiatives will earn you more promoters will come particularly handy, wouldn’t it? […]

Nokia Setting New Customer Experience Standards Unless you’ve been living under a rock, you probably know that over the last 5 years, things have not been great for the Finnish communications company, Nokia. Once the very company that defined the mobile industry, the tech giant’s delayed embrace of the smartphone revolution was one of the […]

Slack—Connecting Colleagues through the Fastest Growing Workplace Software At CustomerGauge, we use Slack on a daily basis to connect with our team. And, we’re not the only ones. Slack is one of the fastest growing workplace softwares at the moment—and that’s thanks in large part to a number of factors, include their use of NPS®. […]

The Ultimate NPS® Score Infographic (by Industry) We’ve compiled a publicly available list of Net Promoter Scores by company and industry for your viewing pleasure! We’re suckers for benchmarks (see – and this infographic details the top NPS scores for the following industries:  Telecommunications, Financial Services, Consumer Brands, Healthcare, Travel & Hospitality, Insurance, Manufacturing, […]

How is your score? Compare with 600+ Industry Leaders The team at NPS® Benchmarks just published the first part of their ground-breaking state of the industry study, with more than 600 company responses. In this part there are answers on the “mechanics” of running the program: response rate, survey length, drivers of success and much […]

Salesforce finds what’s behind high-performing customer experience Customer experience is now firmly a part of the marketer’s role, but Salesforce’s 2016 State of Marketing report shows a big difference between successful marketers and the rest. Salesforce surveyed over 4,000 marketers, from both North America and Europe, and across a range of company sizes. They asked […]

Twitter improves customer service with NPS Twitter has realised its importance as a customer service platform, and is giving brands simple direct messaging and the ability to collect feedback. Millions of customer service-related interactions occur on Twitter every month, and it might just be the single busiest customer service platform out there. Now brands have […]

We took a little break here at CustomerGauge for the month of December. So in this edition, we bring you a roundup of all the NPS and customer experience news from before Christmas right through to the New Year. Hit the links to jump to the article of your interest Luxury retailer wants to access […]

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