This one’s is the basis of an entire book (The Ultimate Question, by Fred Reichheld ):
[NOTE: The author assumes the customers are just regular customers, NOT network marketers earning money on their own purchases, nor prospective sales people for the product.]
“How likely are you to recommend (Name of Product) to a colleague or friend?” And then ask them to provide a number between zero and ten.
They’ve used the information – from the scores they – get to suggest who might be likely to refer and who won’t (again not for money, but because they like the product):
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.