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Retail
When it comes to measuring customer satisfaction, the Net Promoter Score (NPS) has remained a tried and true metric for many years. Used within  a number of industries, an NPS survey asks a simple one phrase question, that provides constructive feedback and an understanding of overall sentiment, using a scale from 1 to 10. With...
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It’s been said that happy employees equal happy customers, and there is much truth to that. When it comes to customer service and the overall experience, employees play a monumental role. They are the people who interact with customers on a regular basis and sell your product or service – which means if employees aren’t...
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When it comes to designing a product or providing great service, the customer should always be top of mind. Customer feedback and sentiments matter and are pivotal in the success of any business. This is especially true within recent years where online forums and word of mouth can have such a monumental impact on reputations....
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Leveraged by a wide variety of industries, a Net Promoter Score has been a heavily adopted survey tactic that helps businesses gauge loyalty. Since inception, it’s proven to be successful, with many businesses citing it as a competitive advantage and a tool for revenue growth. In this article, to help provide a top-down understanding of...
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In today’s competitive landscape, having brand advocates is a significant advantage. It’s how a brand flourishes and gains a reputation that sells itself, which in the long-term ends up saving you marketing costs and helps foster a better customer and team relationship. As a business wanting to generate brand advocates, adopting an NPS survey has...
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Introduction Over recent years, customer experience has taken great precedence. With customers demanding more authentic, real-time, tailored experiences, it’s no longer sufficient for businesses to hand over any product or service without incorporating the customer into each and every aspect. With a new set of customer expectations, listening to the voice of the customer has...
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For the modern customer, customer experience has become the top brand differentiator. With PWC reporting 65% of U.S. consumers finding a positive CX more influential than advertising and 75% of consumers around the world desire more human interaction, customer experience remains a key element of business success. Yet, while a customer experience strategy has proven...
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The voice of the customer, or VoC, is arguably one of the most critical elements of a successful business strategy. After all, your customers are your source of revenue, so listening to them should be a top priority. In more recent years, however, the need to understand the voice of the customer has become even...
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Over the past several years customer preferences have changed dramatically. From an increase in online shopping amounting to 2.3 trillion U.S. dollars to the desire for a more tailored experience, customers are now dictating the buying journey with significant expectations from brands. As a strategy to accommodate this new wave of customer demands, businesses have...
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Customer satisfaction has always been a defining factor in business success. Even more so in recent years with the proliferation of social platforms and online forums that make it easier for customers to openly express their sentiment. Products and services, in particular, are key elements that need to be continuously monitored. Existing as the center...
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The Benbria Blog offers insights into the latest research in the field of customer engagement technology and best practices, with a focus on real-time messaging and measurement of the experience.

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12 Questions You Should Be Asking Your Employees In A Satisfaction Survey
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