How to Calculate NPS (Net Promoter Score)

Calculating NPS

What is NPS (Net Promoter Score) ? The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?” from […]

Why you should focus on Employee Experience (EX)?

Improving employee experience

“To win in the marketplace, you must first win the workplace” – Doug Conant, Former CEO, Campbell Soup. Happy customers start from happy employees. So, when we speak about customer experience and why it’s so important, we must also address the importance of employee experience. If your employees aren’t satisfied with the company, then you […]

What is Emotional Experience?

Take a moment to think of your past purchasing behavior as a customer. Can you recount incidents of impulsive purchases you made out of excitement? Can you remember ditching a product or service because of poor experience? What was the driving factor in all these instances? Traditionally, customer experience doesn’t account for customer emotions. With […]

Most wanted – Visual examples of the EVI® surveys

EVI question type

A study by Harvard shows that 95% of purchase decisions are emotional. Further, research by Gallop has identified that 70% of decisions are based on emotional factors, while only 30% relate to rational factors. All of these reinforce the power of emotions and their capacity to override reason. Emotional Value Index (EVI®) was created because […]

Free Survey Templates – Feedbackly

Feedbackly survey template

Gathering feedback is a paramount aspect of a better customer journey and a better customer experience. It is only by understanding your clients that you can fix the bottlenecks and perfect your strengths. Without surveys, businesses will have to navigate their customer experience program with a blind eye through assumptions and skewed perspectives. If you […]

Why Was Emotional Value Index (EVI®) Developed

Planning meeting

Emotional Value Index (EVI®), in a word, is brilliant. Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. The shift […]

How to Create Surveys That Customers Love to Respond

Happy customer

Customers prefer businesses that offer a fabulous and effortless customer experience. Brands need feedback to improve their buying journey and meet these expectations. Surveys are a way to gather feedback, but if you bombard your customers with incessant surveys, it deviates from the purpose. Research on survey fatigue shows that nearly 70% of respondents tend […]

How to Move from NPS to EVI®?

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. So, in many ways, NPS seems to appear as the only number that you […]