Mary uses the Net Promoter Score as a constant method of measuring customer satisfaction. Designed by Fred Reichheld, “The Ultimate Question” is so powerful because it asks just one question, which can be asked over and over again, can produce a measure that can be tracked over time and most importantly, includes a supplementary question that allows real time feedback to be acted on immediately.

The question asked is simply “how likely would you be to recommend (insert product/activity/service) to a friend? Recipients score 0-10. The supplementary question then asks them why they have given that score. It’s a very simple yet powerful question and formula, backed by loads of evidence-based research on the links between loyal customers and successful organisations. Get hold of the book “The Ultimate Question” or search online. It’s well worth a look.

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