I was recommended The Ultimate Question by our investors earlier this year. It is an easy read but not less compelling for being so.
It deals with asking customers - would you recommend the
The book is originated from a survey undertaken in the US and suggests that the strongest companies would have a net promoter score (the result of the sum above) of 70 or higher. When I initially looked at this number I was a little incredulous but the book includes the survey results. That companies in the US can achieve such a mark I think underlines the importance of customer service in the US and how it is actually rewarded.
The results in the UK are a lot lower. Thanks to Simon Andrews in his Big Picture blog for alerting me to the LSE survey for the UK. The report is excellent. No surprises that the mobile operators (the red bar in the chart) return hopeless scores.
Returning to a previous theme: if the operator wants to be more than a bitpipe - they need a BIG shake-up. Customers need to love them and they oh-so-clearly do not.