We've known for a long time that loyal customers are required to drive the success of any business. And while much has been written on how to create loyalty, very little has been written on how to measure it.
A new book by best selling loyalty expert Fred Reichheld, "The Ultimate Question" shows how to turn customers into promoters who generate good profits and true, sustainable growth. The key: one simple question - "Would you recommend us to a friend?" - that allows companies to track promoters and detractors and produces a clear measure of an organization's performance through its customers' eyes.
We've made it easy for QuestionPro customers to put this methodology to work with our new "Ultimate Question" feature. This type of analysis maps directly to the recommendations put forth in the book. If you haven't read the book, we suggest you do. It's a quick, but comprehensive look at the impact that customers have on the health of your business.
New! (Now Available) Read more from Fred Reicheld: The Ultimate Question: Driving Good Profits and True Growth |
![]() Purchase it at Amazon.com |
How likely are you to recommend [PRODUCT / BRAND / SERVICE] to your friends or collegues?
Not Likely at All (0) (10) Very Likely
| |
9-10 |
These are your "Promoters" or your "Idea Merchants" - Very satisfied and will trumpet your product or service any chance they get.Users who actively market your product by getting behind it. |
7-8 |
They are your "Passively Satisfied" customers. |
0-6 |
They are the "Detractors" - fairly unsatisfied with you - Most likely to leave you for a competing product or service. |