How is Your Business Really Doing? – Part 2

How to rate Customer ServiceHow is your business really doing was the subject of my last blog. In the article, I discussed the challenge of determining if your service technicians are really delivering a Proactive Service® experience by bringing ideas to your customers that will help them be better off. If you recall, I suggested that you consider two questions to ask your customers:

1. “Do our technicians bring you ideas that help you operate more effectively?”
2. “Do you feel that you are better off for having known us?”

If you are interested in tracking your progress over time or compare branch operations for these questions, for example, I would like to suggest a scoring key that will help you. In his article in the Harvard Business Review, “The One Number You Need to Grow”¹ , Frederick Reichheld introduces us to his research into the one question that he found was a good predictor of customer loyalty and growth. The question was “How likely would you recommend [company X] to a friend or colleague?”  He introduces a scoring key that provides a “net promoter” score.   The “net promoter” component comes from the fact that Reichheld’s scoring key considers not only the percentage of responders who rated the company highly (promoters) and who would likely promote the company (i.e. recommend to friends and colleagues), but also the percentage of responders who would rate the company poorly and likely speak negatively about their experience (detractors). By subtracting the percentage of “detractors” from the percentage of “promoters”, Reichheld ends up with a “net promoter score” that can be compared from branch to branch, period to period, etc. Read more ›

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Posted in Business, Consulting Services, Customer Service, Education, Management, Service
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