More on this book
Kindle Notes & Highlights
Read between
June 12 - July 19, 2017
Grouping customers into these three categories—promoters, passives, and detractors—provides a simple, intuitive scheme that accurately predicts customer behavior.
How clear are the boundaries?
Everybody knows what it means when an Olympic diver, for example, scores a “perfect 10.”
You don't know what you're talking about: https://en.wikipedia.org/wiki/Diving#Scoring_the_dive
The survey includes ten questions, and response rates are between 14 percent and 16 percent.
What if we apply non-respondents = detractors/passives logic here?
one global industrial firm,
Fails are anonymous while successes are proudly named
which typically contains lots of questions.
But response rates are close to 100% so why worry?
