Guides and research

2022 State of Shopping Apps

The 2022 State of Shopping Apps is an in-depth analysis of shopping apps customer ratings We’ve analysed more than 75,000 reviews, including multi-lingual comments left by users, from the top 40 shopping apps in Europe. The report will cover: Why users have a better experience on Android mobile shopping apps than on iOS. How usability […]

From Customer Experience to Business Value

From Customer Experience to Business Value is a workbook to help you prioritise and sell customer experience initiatives Most companies nowadays agree that customer experience is important, but the real challenge starts when it’s time to prioritise customer experience initiatives over other actions that seem to have a clearer business value.

How to Calculate the 5 Most Important Customer Experience Metrics and KPIs

Get your copy and become an expert on how to calculate the 5 most important Customer Experience metrics and KPIs! Learn from our examples how to calculate and use: Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES) Customer Churn Rate Customer Retention Rate

State of Customer Experience in the Nordics

Discover customer experience trends in our State of Customer Experience in the Nordics report: from the impact customer experience management has in organisations to the usage of CX related metrics. Our State of Customer Experience in the Nordics report dives into: What are the key focus areas and challenges for companies that focus on customer […]

NPS Benchmarks in Europe

In this report, you will find NPS Benchmarks in Europe, with NPS (Net Promoter Score) Industry Averages and NPS leaders according to consumers. By the way, did you know that over 65% of companies are measuring CX with Net Promoter Score? If you are one of those, this is the report for you.

Net Promoter Score Facts

In this infographic, we have collected a few useful Net Promoter Score facts that will help you get started with NPS. You will learn: How to formulate the Net Promoter Score survey What to consider when measuring your NPS How successful businesses use Net Promoter Score to make business decisions

Guide to Survey Design Best Practices

Download the guide to survey design best practices to learn: The principles of survey design What types of questions to use The do’s and don’ts of creating questions How to generate insights from survey responses

Guide to ROI of Customer Experience

In this Guide to ROI of Customer Experience you will find: guidelines on how to understand the business value and ROI (Return On Investment) of customer experience new ideas on how to adjust the familiar concepts to your company a pdf workbook with simple instructions to understanding and calculating the ROI and business value of customer experience in your company an excel that […]

Guide to Net Promoter Score

With our guide to Net Promoter Score you can master NPS and Customer Experience. This guide will help you to: Understand the fundamentals of NPS Increase NPS survey responses Avoid common NPS mistakes Use Net Promoter Score benchmarks across different industries See how a real company has doubled their NPS score in 6 months

Customer Experience in Banking Stats

9 out of 10 customers who feel valued from their bank will stay loyal to it. That’s why it is important for banks to build better services and products that meet their customers’ biggest needs, while at the same time ensuring that every change will benefit the business. To do that, CX and CI managers […]

Guide to B2B Customer Experience Essentials

Did you know that at least 80% of B2B buyers expect the same buying experience as B2C customers? Our guide to B2B Customer Experience essentials helps you to prepare your business to succeed in the changing conditions and satisfy the growing need of your customers.

Guide to Customer Experience Management

By establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. This will enable you to reduce churn and increase your revenue. Our guide to customer experience management helps you in establishing a systematic approach to managing customer experience.