In the latest version of NextSpace (from OCLC), there is an article about Fred Reichheld's book, The Ultimate Question. Reichheld says that the most important question you can ask in a survey, and the one that gives the most information, is "would you recommend us to a friend?" The answer gives a insight into the quality of service and the perceived value of the organization.
Again we return to the importance of a customer-focused library; that's what L2 is all about, and that is what the "ultimate question" is all about.
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Hello Christie.
Thank you for your post and the link to the article. If you or your readers are interested in additional resources, Fred Reichheld has a blog. A new one is expected any day. Here is the link:
http://netpromoter.typepad.com/fred_reichheld/
There is also a blog from the exciting Net Promoter Conference that took place. Here is a link:
http://netpromoter.typepad.com/npc2007/
As it's a lot of material (26 posts), there is a synopsis by Scott Smith:
http://netpromoter.typepad.com/scott_smith/2007/03/celebrating_suc.html
Kind Regards,
Amy
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