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A Whole Town Tries to Improve Its Customer Service: ‘How Could We Be a 70?’

October 15, 2014 /

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The local small-business community’s preliminary Net Promoter Score — a rating derived by asking customers, "How likely is it that you would recommend us to a friend or colleague?" — came in at 70 of a possible 100 (the final tally was 68), meaning that, while visitors liked the town, many were not excited enough to spread the word. Worse, the score had dropped seven points from the previous survey, taken in 2010.

"How could we be a 70?" Mr. Kern asked himself. "We’re such a friendly town."

By IAN MOUNT

Full Story: http://www.nytimes.com/2014/10/16/business/smallbusiness/a-whole-town-tries-to-improve-its-customer-service-how-could-we-be-a-70.html?hp&action=click&pgtype=Homepage&version=HpSectionSumSmallMedia&module=pocket-region&region=pocket-region&WT.nav=pocket-region&_r=0