Answering the Ultimate Question: How Net Promoter Can Transform Your Business

A more effective way of measuring customer satisfaction.

"Would you recommend this company to your friends and colleagues?" That question, based on Fred Reichheld's The Ultimate Question, challenged the conventional wisdom of customer satisfaction surveys and pointed to a faster, more accurate way of gauging customers' real feelings about a company. It also provided a quantitative measure for establishing a baseline and effectively tracking changes going forward--The Net Promoter Score (NPS). Based on numerous case studies and findings from more than 80 companies, Answering the Ultimate Question shows readers how to use NPS to install and embed Net Promoter discipline in organizations of all types.

Richard Owen (Foster City, CA) is CEO of Satmetrix and Dr. Laura Brooks (Foster City, CA) is vice president of research and consulting. Satmetrix is the codeveloper of Net Promoter™ and the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty.