Twenty years of customer satisfaction surveys has taught us a lot on how to take input from consumers. It can be distilled into a just a few lines:
In the last few years, we found the most useful work on the subject has
been "The
Ultimate Question" by Fred Reichheld. His work on finding a
single metric to describe customer satisfaction by separating out
"detractors" and "promoters" neatly fitted our philosophy.
But finding a suitable measuring system for direct sales
proved
difficult. Although there are many customer survey systems on offer,
none really fit the bill of helping find an objective score AND helping
to deal with the free-form customer comments that we found proved
essential in helping prioritise process changes.
So we started to develop our own solution: The Directness Net Recommender
Scoring Solution,
especially for direct selling
operations. We call it "CustomerGauge", and in October 2007 we launched it as a stand alone product.
Please contact us
if you would like to have a demo of the system.
Features:
For all our actions, getting back to customers is our most
important
priority. Here is an example from a customer who we responded to after a
recent survey:
For more details on CustomerGauge
and our Net Promoter Score experience please contact us.
® NET
PROMOTER is a
registered trademark of Satmetrix Systems, Inc., Bain & Company
and Fred Reichheld .