CustomerSure fans will know we believe nothing beats person to person customer service, delivered quickly and effectively. And we don't have much time for averages and statistics because customers are won (or lost) one by one.
However overall satisfaction measures can sometimes have a place, particularly for snapshotting the 'state of the nation' or to highlight the need for urgent action in a company.
The Net Promoter Score ® can be a useful way to measure customer loyalty and it's becoming more well known. However it's not always the right measure to use, and sometimes it would definitely be inappropriate. We've provided some guidelines in our latest blog post.
(By the way, this picture is genuine and if you go to the blog post and zoom in, you can see one of the Red Arrows creating the smoke trail!)
