Author: Fred Reichheld
Published: 2006
Publisher: Harvard Business Press
Published: 2006
Publisher: Harvard Business Press
As per the author Fred Reichheld, customer satisfaction surveys conducted by organizations have several limitations.Firstly the percentage of customers responding to these surveys is low.
Secondly when the survey results are analyzed , they do not translate into actionable items. Third limitation is that the linkage between the survey responses and the company financials is not obvious.
Reichheld , a well-known Loyalty experts pitches for a methodology aimed towards increasing the customer response rate and also proposes a single metric called Net Promoter Score (NPS) to measure the customer satisfaction. Based on the NPS score a company can take strategic actions to improve its profits and growth rate.Read more about this book at Bookworm Reads: The Ultimate Question : Driving Good Profits and True Growth.
Secondly when the survey results are analyzed , they do not translate into actionable items. Third limitation is that the linkage between the survey responses and the company financials is not obvious.
Reichheld , a well-known Loyalty experts pitches for a methodology aimed towards increasing the customer response rate and also proposes a single metric called Net Promoter Score (NPS) to measure the customer satisfaction. Based on the NPS score a company can take strategic actions to improve its profits and growth rate.Read more about this book at Bookworm Reads: The Ultimate Question : Driving Good Profits and True Growth.
