The Numr Journal

Insights

Field notes, playbooks, and points of view on turning customer feedback into action across the whole organization.

A hand holding a pen over a printed tax table on a wooden desk, in black and white.
CX ROI Featured

The CFO asked what the CX program returned

Her CFO asked what the CX program returned. She had a score that went up, and she knew that was not an answer. So she counted whether the customers who had a better care call went on to renew, and by how much more often.

Amitayu Basu
8 min read
A hand holding a pen over a printed tax table on a wooden desk, in black and white. CX ROI

The CFO asked what the CX program returned

Her CFO asked what the CX program returned. She had a score that went up, and she knew that was not an answer. So she counted whether the customers who had a better care call went on to renew, and by how much more often.

Amitayu Basu 8 min read
A call-centre headset with its microphone boom extended, hanging on the edge of a desk partition. Voice of the Customer & Feedback

Close looping: an operating guide to the inner loop

Closing the loop means responding to and resolving customer feedback until the issue is fixed. See what closed-loop feedback is, the trigger types, and how to do it.

Amitayu Basu 15 min read
A wooden abacus lying on a woven mat, its upper row of beads raised and its lower rows counted across. NPS & Loyalty Metrics

No, Your NPS Is Not a Percentage

Is NPS a percentage? No. See what the Net Promoter Score scale of -100 to +100 really means, with the formula and a worked example.

Gourab Majumder 6 min read
A young child laughing, photographed close up in black and white, with a pale flower held up beside their face. NPS & Loyalty Metrics

Customer satisfaction metrics: how one question became CSAT, NPS and CES

The main customer satisfaction metrics are CSAT, NPS, and CES. See what CSAT score is, how to calculate it, what a good score looks like, and how to act on it.

Gourab Majumder 13 min read
Abstract Numr artwork: a row of analogue gauges, two lit. NPS & Loyalty Metrics

What Is Customer Effort Score? And What Your CES Number Cannot See

Customer Effort Score (CES) measures how easy it is to deal with you. See what CES is, the Net Easy Score formula, what a good score is, and how to act on it.

Amitayu Basu 17 min read
A well-used dartboard mounted on a dark wall, its numbered ring and scoring beds lit from one side. NPS & Loyalty Metrics

What Is a Good NPS Score? First Ask How It Was Measured

A good NPS is above 0, with 30+ good and 50+ excellent, but the real answer depends on your industry and region. See the benchmarks and how to read them.

Amitayu Basu 11 min read
A row of contact-centre agents in headsets working at their screens, the nearest in focus and the rest falling away down the line. Voice of the Customer & Feedback

Service Recovery: How a Fixed Failure Becomes Loyalty

Service recovery turns a service failure into loyalty. See the definition, the recovery paradox, proven strategies, the 5 A's, and how to measure it.

Gourab Majumder 6 min read
Two Wheeler NPS® Study- Honda, Hero, Suzuki, and more cover image Industry NPS Benchmarks

Two Wheeler NPS® Study- Honda, Hero, Suzuki, and more

NPS focused survey of two-wheelers in India

Gourab Majumder 3 min read
Survey- Indian Smartphone brands’ NPS®; Samsung, Xiaomi, Oppo, and more cover image Industry NPS Benchmarks

Survey- Indian Smartphone brands’ NPS®; Samsung, Xiaomi, Oppo, and more

NPS study of top smartphone brands in India

Gourab Majumder 4 min read
Industry NPS Benchmarks

Online Pharmacies NPS® Study- Netmeds, 1mg, and more

NPS focused study of online pharmacies.

Gourab Majumder 3 min read
Industry NPS Benchmarks

Online Jewelry NPS®- CaratLane, Blue Stones, Tanishq, and more

NPS benchmarking for online and offline jewelry chains in India

Gourab Majumder 4 min read
Industry NPS Benchmarks

Online Grocery Apps and Supermarket NPS® Survey

NPS survey of online grocery delivery apps

Gourab Majumder 4 min read
Industry NPS Benchmarks

NPS® of Indian Banks; ICICI, HDFC, Axis, and more- Numr

NPS and growth survey of Indian banks

Gourab Majumder 3 min read
Industry NPS Benchmarks

Mutual Funds NPS® Survey- Axis, Birla Sun, HDFC, ICICI, and more

An NPS study of mutual funds in India

Gourab Majumder 3 min read
Industry NPS Benchmarks

Multiplexes NPS®- INOX, PVR, Cinemax -Which scores the highest in customer satisfaction?

A survey about multiplexes.

Gourab Majumder 4 min read
Industry NPS Benchmarks

Insurance NPS® Report- NUMR survey

An NPS survey report of insurance companies in India

Gourab Majumder 3 min read
Industry NPS Benchmarks

Hospitals Patient Satisfaction Scores- Apollo, Fortis, Max, and more

Survey about Patient satisfaction score of major hospital chains

Gourab Majumder 4 min read
Industry NPS Benchmarks

eCommerce Fashion NPS Survey- Flipkart, Amazon, and more

NPS study of e-commerce websites in India

Gourab Majumder 4 min read
Industry NPS Benchmarks

Auto Industry NPS® survey- Hyundai, Maruti, Honda, and more

NPS study of auto companies in India

Gourab Majumder 3 min read
Industry NPS Benchmarks

Air Conditioner NPS®- Samsung, LG, Voltas, and more

NPS survey for air conditioner brands in India

Gourab Majumder 3 min read

See Numr CXM answer your next question.

Watch the 2-minute demo