Module 9: Customer Satisfaction Survey

Tutorial We will revisit the information on the customer score from Module 3.

Customer Score In this section of Module 9, we will assess the results of your Customer Satisfaction Surveys and plan changes in the business based on this feedback.

The Customer Score module is designed to gather input from your customers using a customer satisfaction e-mail survey. The survey features a standard set of questions proven to be predictive of a company’s growth rate and value. The survey asks about your customers’ willingness to recommend your company to their friends and colleagues. This allows us to calculate your Net Promoter Score*, a metric proven to predict your company’s growth rate. We also calculate your Dependency Score, which measures how dependent your company is on you personally, a key variable in improving the value of your business.

* Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

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