The Daniel Group

New research from The Daniel Group — and the findings might surprise you.

After analyzing 36,000+ survey comments across 5 B2B segments over 9 quarters, one thing is clear: communication is both the biggest strength and the biggest failure in customer experience. NPS hits 90% when it goes well — and drops as low as -100% when it doesn't.

Meanwhile, Industrial Service NPS has fallen 10.6 points since Q1 2024. The steepest decline in the dataset.

The free report breaks down exactly what's driving it — and what to do about it.

Download it here → https://bit.ly/CX_Intelligence_Report or link in bio.

After 600,000+ B2B customer surveys, we found something most CX teams miss:

NPS doesn't move because of what you sell.
It moves because of how you communicate.

Satisfaction takes 12 quarters to correlate with NPS.
Communication correlates instantly — at 0.80.

Swipe through for the data, the lag gap, and 4 things to do Monday morning ↓

Full study →
https://bit.ly/CX_Communication