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Penetrating Customer Insights From 3 Simple Questions

Clients sometimes tell me they’re interested in doing a customer survey, but don’t know what to ask. From Fred Reicheld’s book The Ultimate Question: Driving Good Profits and True Growth comes three of the best questions anyone could ask their customers:

1. On a scale of one to 10, how likely are you to recommend our company to a friend?

2. Why did you give us that score?

3. What can we do to improve your rating of us in the future?

Not surprisingly, studies have shown a correlation between customer loyalty and how likely they are to recommend a business. Feedback from a simple three-question survey like this can provide a wealth of insight into your customer base, which in turn can improve both your acquisition and retention efforts.

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Filed Under: Blog Posts, Customer service Tagged With: customer acquisition, customer retention, customer surveys

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Val Gosset
Evergreen Marketing
60 Treeland Road
Shelton, CT 06484
Phone: 203-513-8911
Val@GrowWithEvergreen.com

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