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Published Facts
42% of business to business companies have no process in place to respond to customer feedback on social media
Satmetrix | Customer Experience Management Software » PR20120517
55% of companies have no process in place to respond to customer feedback on social media
Satmetrix | Customer Experience Management Software » PR20120517
43% of North American companies have a social media follow up process, compared to 25% in other regions
Satmetrix | Customer Experience Management Software » PR20120517
60% of businesses do not have an integrated social media strategy
Satmetrix | Customer Experience Management Software » PR20120517
4% of companies that quantify social media engagement use sentiment analysis
Satmetrix | Customer Experience Management Software » PR20120517
56% of companies that quantify social media engagement only count comments and followers
Satmetrix | Customer Experience Management Software » PR20120517
75% of business to business companies do not measure or quantify social media engagement
Satmetrix | Customer Experience Management Software » PR20120517
67% of companies do not measure or quantify social media engagement
Satmetrix | Customer Experience Management Software » PR20120517
Verizon leads Internet providers with a Net Promoter Score of 18%, compared to the industry average of 4%
USAA, Amazon.com, Costco, Virgin America, Apple, Trader Joe’s & Wegmans, Among the Highest in Customer Loyalty in the 2012 Satmetrix Net Promoter® Benchmark Study
Apple leads in Net Promoter Score in both the computer hardware (71%) and consumer software application (68%) industries
USAA, Amazon.com, Costco, Virgin America, Apple, Trader Joe’s & Wegmans, Among the Highest in Customer Loyalty in the 2012 Satmetrix Net Promoter® Benchmark Study
Virgin America leads U.S. airlines with a Net promoter Score of 66%, compared to 64% for Jet Blue, and -5% for American Airlines
USAA, Amazon.com, Costco, Virgin America, Apple, Trader Joe’s & Wegmans, Among the Highest in Customer Loyalty in the 2012 Satmetrix Net Promoter® Benchmark Study
Kaiser Permanente leads health insurance companies with a Net Promoter Score of 33%, compared to the industry average of 4%
USAA, Amazon.com, Costco, Virgin America, Apple, Trader Joe’s & Wegmans, Among the Highest in Customer Loyalty in the 2012 Satmetrix Net Promoter® Benchmark Study
USAA leads insurance companies in Net Promoter Score in both the auto (74%) and homeowner (71%) sectors
USAA, Amazon.com, Costco, Virgin America, Apple, Trader Joe’s & Wegmans, Among the Highest in Customer Loyalty in the 2012 Satmetrix Net Promoter® Benchmark Study
American Express leads credit card issuers with a Net Promoter Score of 43%
USAA, Amazon.com, Costco, Virgin America, Apple, Trader Joe’s & Wegmans, Among the Highest in Customer Loyalty in the 2012 Satmetrix Net Promoter® Benchmark Study