net promoter score

Measure Customer Use of Things, Not Customer Satisfaction With Things

PHOTO: marcus zymmer “The problem with customer satisfaction surveys,” a sales manager once told me, “is that they don’t predict future behavior. We’ve found that customers who are ‘satisfied’ can be as likely to leave us as those who say they are not satisfied.” When we measured a particular website in relation to how able customers were to complete their top...

Read More