The one number you need to grow.
Abstract
Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actual customer behavior--purchasing patterns and...
Paper Details
Title
The one number you need to grow.
Published Date
Dec 1, 2003
Journal
Volume
81
Issue
12
Pages
46 - 54
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Notes
History