The Ultimate Question
The Ultimate Question
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 SurveyAnalytics 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.
How does this model work?
According to the book, knowing the answer to one question (The Ultimate Question) is the key to understanding the future success of your business. That question is simply, "Would you recommend this
The Ultimate Question then suggests the following methodology to analyze the results:
How does SurveyAnalytics implement this model?
With SurveyAnalytics, any multiple choice question can be analyzed using this scoring model. You simply mark which responses represent Promoters, Passively Satisfied Customers and Detractors. SurveyAnalytics automatically calculates the score for each.
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