Dr. Walter Carl of Northeastern University wrote a series of blog posts about a recent study on the Net Promoter Score. The study written by Morgan and Rego, "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance", and published in the Marketing Science Journal, has some interesting findings, which Dr. Carl discusses extensively. I recommend any marketing person review the findings.
The study found the following measurements to be helpful in assessing current customer satisfaction levels, and helpful for a company to improve their service levels: Average customer satisfaction, Top 2 Box satisfaction, proportion of customers complaining, and repurchase intent. I took Walter's review, especially this post, "Morgan & Rego Study: limitations and Avenues for further research," to develop a customer service survey that would gather some good data based on the study's findings.
Please tell us your overall satisfaction with the work provided by company/brand on a scale of 1 to 5, one being lowest and 5 being highest in satisfaction.Please tell us how well company/brand met your expectations in conducting work for you, on a scale of 1 to 5, one being lowest and 5 being highest.
Please tell us how you would rate company/brand on the services provided compared to what your ideal would be for a company that offers painting services, on a scale of 1 to 5, one being lowest and 5 being the highest rating.
Do you have any dissatisfaction with the service provided by company/brand? Please describe your concerns below. (Note: If a customer complains without filling out the Customer Service Survey, we should make up a card for the customer and just put down the complaint. Such complaints will affect the overall average for the company)
How likely are you to repurchase company/brand services again? On a scale of 1 to 5, one is least likely and 5 being most likely to repurchase company/brand services again.
