CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today the release of its Net Promoter Score (www.netpromoter.com), a standard metric that measures customer experience and predicts business growth.
Net Promoter Score is a standard metric that is calculated based on responses to a customer survey question that asks, “How likely are you to recommend this company to a friend or colleague?” The question is intended to provide companies a gauge of customer satisfaction with a given brand.
CallMiner conducted its 2017 NPS survey in late November, and earned the company’s highest score to date with a NPS rating of 51. A 2017 benchmark study conducted by customer experience research, consulting, and training firm Temkin Group found enterprise-level B2B technology vendors held average NPS scores of 21.4, with a high score of 43 earned by Microsoft. CallMiner had responses from 54% of its customers surveyed.
“We’re honored to receive a high Net Promoter Score which places us well ahead of the average B2B tech firm, and even higher than Apple,” says CallMiner VP of Customer Success, Tony Zavala. “Our business model is centered on providing analytics solutions that give customers the insightful data they need to instantly and sustainably improve their operations. Achieving this goal involves giving our clients impeccable service through both our amazing people and our carefully-designed solution that features an intuitive and powerful user interface.”
To learn more about Net Promoter Score, please visit www.netpromoter.com.
About CallMiner
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in near real-time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including seven Speech Technology implementation awards in the past five years, CallMiner customers have been recognized for unparalleled success in leveraging Eureka interaction analytics to attain their business goals and objectives. www.callminer.com.
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