Two deceptively simple questions:
- On a scale of 0 – 10, would you recommend this product, service, employer, brand to friends and family.
- Why?
http://www.youtube.com/watch?v=jcxqJjd-rAE
If the Score is above 8, then you have promoters – people who are prepared to promote your business
If 7 – 8, then they are passive; happy with the service experience but indifferent as to why you are any better than anyone else. Hence they can be lured away.
Less than 7? Buh-dong. These people had anything from a “just ok” experience to an awful one.
It’s simplicity is why it is an excellent tool for snap shot status on the level of engagement, as well as, a longitudinal assessment of your performance over time.
It was first written up in The Harvard Business Review as “The Ultimate Question” as described here by Bain & Co.
