Customer Experience: The Promoter

Thanks to some online tools we can create one question surveys and using social networks get those surveys out to our customers instantly. we are focusing on one question surveys that we send out to our customer base to gauge their experience with our product. the first one we did utilizes the net promoter model of one question "How likely are you to recommend [product] to another [potential customer]? and rate that on a scale from 0 to 10. the power of the net promoter model is scores 0 to 6 are detractors (negative promotion) 7 and 8 are passives (no promotion) and only 9 and 10 are called (positive) promoters. The net promoter percentage is how many positives did you get from the total number of people who responded.

The next survey we did asked our customers to rank 4 areas that our company should focus on from most important to least important. the idea is see what our customers think is important and then compare that to what we think is important. aligning our priorities with our customers helps promote a good customer experience.