net promoters


Why Only Perfect Customer Service Scores Matter: It’s About Evangelism

No matter how many people are content or reasonably happy with the service they receive, it doesn’t matter when some companies analyze their customer service surveys. As a former Borders manager told us earlier this week, the only scores that matter are the very highest. We shared a note on the box from a local Pizza Hut begging customers for “5 out of 5” responses. Why is it that these are the only answers that count? [More]