Corporate America, and by that I mean GE, is totally into the idea presented in the last figure there. We just call it Net Promoter Score. NPS is basically the “would you recommend our product or service to you friend” rating scale. You only get meaningful data when your customer is passionate about your company. Love and hate responses return results. That zone of mediocrity is basically meaningless data. It means you are neither doing something wrong nor right; when no one tells you anything it’s impossible to grow.
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