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Focus Center by Focus Feedback
At Focus Feedback, we have a wealth of experience and a solid foundation of knowledge and expertise. We are always involved in expert groups and have access to valuable publications on NPS, eNPS, customer experience, loyalty, and employee satisfaction. Discover our Focus Center, where you can enjoy e-books, whitepapers, blogs, vlogs, podcasts and research.
We believe that life is about evolution and making a difference by learning from feedback!
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BlogDid you know that 76% of consumers stop doing business after one bad experience? Discover how you can prevent consumers from leaving. -
BlogIt might be wise to start collecting feedback. This way, you'll discover the secret to returning customers! -
BlogEmpathy in customer contact prevents escalation, fosters understanding, and leads to satisfied customers and a good reputation. -
BlogCustomer expectations keep rising. Discover how to meet these high demands with customer feedback and build a loyal customer base. -
NieuwsGPT-4o offers many benefits for you, but also provides even more possibilities for continuous development and innovation. -
NieuwsAutomatic classification allows them to focus on improving their service and strengthening customer relationships. -
NieuwsFeedback in different languages? No problem! With our translation feature of Albert AI, you understand every customer. -
StoryVisible on the "Happy Customers Board" and actively shared via intranet, feedback lives throughout the company. -
NieuwsMeet Albert AI, our innovative Artificial Intelligence solution that changes feedback processing. -
StoryFfedback is worth its weight in gold," says Vivian de Zwart of Stebru. Discover how she turns feedback insights into action. -
Story“Feedback is a gift. It shows us where we stand as an organization and how we can improve our policy,” says Robin from De Nederlandse Zorg Bemiddelaar -
NieuwsAlbert does not need to be trained with personal customer data and is ready for immediate feedback classification. -
NieuwsWorking with Albert AI? You can fully trust that we will take the utmost care of all confidential information. -
Blog, NieuwsDo you know the feeling? When your mood affects how you work and interpret feedback. This is no longer necessary because of Albert AI. -
Blog, NieuwsLooking for a way to navigate written feedback in an instant? Meet Albert AI: your solution for instant insights. -
NieuwsLooking for a way to navigate written feedback in an instant? Meet Albert AI: your solution for instant insights. -
BlogFeedback never stops. Customers don't wait; they share their feedback 24/7. Can you keep up with that pace? -
BlogCollecting feedback is an ongoing process that requires constant attention and monitoring. Customer needs are dynamic. -
BlogWe offer you some tools to increase employees' internal engagement. Work together to strengthen customer loyalty and enthusiams. -
BlogWe offer you some tools to increase employees' internal engagement. Work together to strengthen customer loyalty and enthusiams. -
BlogHow does internal engagement foster a culture where every employee feels accountable for delivering exceptional customer experiences? -
BlogPositive feedback presents wonderful opportunities. Enthusiastic and loyal customers are your secret weapon for attracting new customers. -
BlogAll feedback, including negative feedback, is a valuable source of information. It is the key to im-proving your products and services. -
BlogClosed Loop Feedback is all about closing the loop. The explanations in written feedback are key within Closed Loop Feedback. -
NieuwsBig news! Focus Feedback has achieved a significant milestone by collecting feedback in 50 countries worldwide! -
Nieuws, PodcastEasily measure whether your customers are loyal and whether they would recommend you to friends, family or colleagues with the Net Promoter Score (NPS). -
Story"With Focus Feedback we have clear insight into the current state of affairs, so that we know our starting point and where we are now," says Juul van Schijndel... -
Blog, NewsWe host a free webinar in collaboration with the CX Rockstar James Dodkins!! You don’t want to mis this! We help you and your organization to become even better... -
BlogUnfortunately, we still come across it: customer satisfaction manipulations. That's a fancy name. But what does it mean? -
BlogWe have previously taken the position that bonuses are ‘not the way to go’. But, when you do want to reward your employees for customer satisfaction tasks, how do... -
BlogAs you may already know, Focus Feedback originated from a background in the international hotel industry. Catering-related examples are regularly presented for inspiration. The inspirational stories are too good... -
Blog“If we achieve an NPS of +.., the entire marketing department will receive a bonus.” Nice, wouldn't you say? But what is wrong with this bonus scheme? Well, a whole lot... -
BlogWorking on customer satisfaction is something you do together. But how do you get your team excited about working on customer satisfaction? -
BlogThere is a man in the park. He sits alone on a bench. The park is filled with people. You hear a pleasant buzz. -
News, NieuwsWow! Has it been 10 years already?! It feels like yesterday that the first NPS survey was sent for BSH. Now -10 years later- we have something to celebrate! -
BlogHappiness at work is a term that you hear more and more often. We can’t deny it anymore. But what is the meaning of happiness at work? -
BlogAnyone who knows me knows that I am a fan of NPS; also known as the Net Promoter Score. Forgive me if I sometimes go on a bit, but that's... -
BlogDoctor Dave You don't have to be sick to get better. That was the theme of some of my presentations this year. I gave the presentations dressed like the character... -
BlogTuesday, October 27th, 2020 was the day of the first Focus Feedback webinar. ‘Focus Feedback invites CX Rockstar James Dodkins’. And it was a big success! -
BlogBain & Company is a global managementconsultancy. They conduct research and provide advice to large international corporations. They are the founders of the Net Promoter Score®. -
BlogFocus Feedback is active in various branches, sectors and organizations. We are happy to support wherever we can and we were asked by BSH to help gather feedback on... -
WhitepaperYou may be successful today, but tomorrow you could find that your customers have been driven towards your competitor - customer loyalty is extremely important when it comes to... -
BlogIzaac van Kralingen (Corporate NPS Officer at BSH Home Appliances) received a special surprise during the inspiration session. Sydney Brouwer, speaker, author and expert in the field of customer... -
Blog, VideoOn September 30th, Focus Feedback organized a new inspiration session for members of The Touchables, a club of customer experience professionals. This was held in the impressive Inspiration House... -
VacatureYour role: There is a vacancy for a software developer with experience in the field of Angular. You will work in a small close-knit team at our site in... -
VacatureYour role As a Customer Success Manager, you will work each day as an effective relationship manager and expert in the fieldof Customer and Employee Experience, contributing to the success... -
VacatureYour role: There is a vacancy for a software developer with some experience in the field of Angular. You will work in a small close-knit team at our site... -
Blog, VideoThrough simple, interim NPS measurements (Net Promoter Score), organizations can now continuously measure and improve their customer loyalty. Focus Feedback Focus Feedback is a software system for proactive feedback management. In... -
BlogThe Net Promoter Score (NPS®) is a simple way to measure the customer loyalty of an organization. The method was developed in 2003 by management consultant Fred Reichheld from Bain... -
BlogDo you ever have that feeling, that you cannot leave your work completely at home during the holiday period? Unfortunately, I am guilty of this. The NPS® philosophy in particular... -
BlogAre you already familiar with the Service Recovery Paradox? In short, this means that people who have a bad experience with a product or service are initially less satisfied. And... -
BlogThe Net Promoter Score®– abbreviated NPS®– provides an easy way to measure the customer loyalty of your company or organization. How proactive are you when asking customers to take... -
BlogA well-known saying. And it is so often true in the world of customer experience. I recently experienced an example of this myself. I bought my second-hand Volvo at a... -
BlogMr Nico Rietdijk - Director of the NVB (Dutch Association of Developers and Building Contractors) writes about the great opportunities that lie ahead for the construction industry. -
BlogIn the middle of last year, it was my birthday again. And at this time, you always get the question: "What do you want for your birthday?" Familiar, isn’t... -
BlogThe method was developed in 2003 by management consultant Fred Reichheld of Bain & Company, in co-operation with the company Satmetrix. The goal is to provide insight into customer...
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BlogAbout dating, cultural differences, sea bass and NPS at a large international organization The Net Promoter Score, abbreviated NPS, is a simple way to measure the customer loyalty of organizations. Inspiration... -
BlogThe Net Promoter Score - or NPS - is a measure of customer loyalty to a brand or company. The higher the score, the more loyal the customer. But... -
BlogTogether with a number of our customers and users, we held the NPS Inspiration Day for our clients in the construction industry. This day was all about exchanging experiences,... -
StoryMarieke Mentink, Deputy Director at Dura Vermeer Bouw Hengelo: "NPS Makes Customer Intimacy Tangible" From Expert Execution to Additional Value. -
StoryIzaac van Kralingen, Global NPS Officer - Bosch and Siemens Home Appliances: "Enthusiasm as a KPI" From Operational Excellence to Consumer Centricity.
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StoryEvery employee at VORM knows the drill: Every day I strive to be, along with colleagues and partners, the best ‘VORMer’ for our customers through performing each day better...
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StoryTom Verschoor, Director, and Jeffrey Hoppenbrouwers, Marketing & Communication Manager at Unica Fire Safety: "NPS is the Basis for Customer Loyalty"
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StoryCustomer satisfaction is firmly embedded in the company policy at Dura Vermeer. It is not only something for the home buyer consultant, but also for the estimator, the foreman,... -
StoryNet Promoter Score measurements gives customers a voice at Janssen de Jong, and their voice is heard. They regard positive feedback as a compliment, and very motivating, while we... -
StoryFor ERA Contour, Focus Feedback is not simply an in-house developed system that provides score figures, but rather a methodology that encompasses everything, your entire way of working. -
StoryHeembouw transforms customer feedback into a celebration, aiming for high Net Promoter Scores and making home buying and building a joyous experience. -
BlogThis week I got asked that question again. It was striking; the same question several times in recent weeks. The first time you look a little strange. Surely there...
