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The Insocial knowledge blogs will help you learn all about CX to take your organization to the next level!

Why there is a European version of the NPS

The popularity of Net Promoter Scores is undeniable. Nowadays, almost every company in the world measures its NPS. But the standards of NPS do not necessarily fit every culture. In general, companies in Europe score a lower NPS than companies in ...

Deep learning text analysis - A valuable tool for feedback

Going through hundreds of texts, looking for the common thread in customer feedback. A time-consuming job that is often put off. Yet it is important. After all, you don't ask for open feedback for nothing. Because where multiple choice questions ...

5 sample questions for the ICT-sector

What was not evident within the ICT-sector 10 years ago, has now become an important factor within organizations. Namely, a good customer experience. Earlier, we wrote about the change from SLA (Service Level Agreement) to XLA (Experience Level ...

NPS and NLS. A golden pair?

You are probably already familiar with the Net Promoter Score, or NPS. A metric that gives you insight into the extent to which customers would recommend your company to others. This indicates how loyal customers are (otherwise they wouldn’t ...

Five customer satisfaction survey examples

Do you want to measure customer satisfaction? But do you find it difficult to determine which questions you are going to ask? Recognizable! Many companies do have an idea, but finding how to formulate them could be challenging. First of all, the ...

What is Customer Effort Score and how can you measure it?

Different Key Performance Indicators (KPI’s) can be used to measure customer satisfaction. Probably you already know a few, such as the Net Promoter Score (NPS) or the Customer Satisfaction Score (CSAT). In this article we will tell you more about ...

Chatbot vs. Humans - Which one delivers a better experience?

More and more organizations are deploying a chatbot to support their service department. A chatbot is in fact good at handling recurring questions. They can handle about 80% of common questions. This saves the service staff an enormous amount of ...

In the spotlight: Bert Riel from GROHE about achieving excellent service

Bert Riel works as Manager Customer Care & Service at GROHE Benelux. GROHE was founded in 1936 and has since become the global market leader in sanitary products, including faucets, thermostatic faucets, shower systems and installation systems ...

What is CSAT and what are the advantages of this KPI?

In the world of customer contact and customer experience CSAT is a well-known concept. It is a KPI that measures how satisfied your customer is with a product, service or a specific moment in the customer journey. But why is this so important? And ...

Why customer retention is important for your business

Customer retention is not considered as a priority in most cases. Companies often look more at how to attract new customers. But did you know that retaining customers is much cheaper than attracting new customers? Customers who have already ...

From SLA to XLA; what is an eXperience Level Agreement?

You come across it more and more often. Companies switching from an SLA (Service Level Agreement) to an XLA (eXpercience Level Agreement). You will probably ask yourself: do I have to undergo this change as well? And what exactly are the differences ...

The Net Promotor Score explained

Happy customers are incredibly valuable to a company. But how do you know if your customers are that happy that they recommend your company to family and friends? If so, you are dealing with ambassadors of your brand. And you definitely want to keep ...