The Ultimate Question : What it is, how we use it and what we’ve learned from a decade of using it!
You may not know what it’s called or where it came from, but you’ve answered it a million times!
On a scale of 0 to 10, how likely are you to recommend this business/service/experience to a friend or co-worker?
It’s called The Ultimate Question, the score that comes out of it is called the Net Promoter Score (NPS) and it all comes from a brilliant book written by Fred Reichheld.
This year marks Zingerman’s 10th year of using NPS as one of our key Customer Service measures. Join us for this tell-all* webinar with ZingTrain trainer, Katie Frank and Zingerman’s Service Steward, Kristie Brablec. Katie and Kristie will tell you the story of how we adopted NPS, how we collect and use data and what we’ve learned over the course of a decade!
* We just kinda said that because it sounded dramatic. The truth is, pretty much everything we do is tell-all! We’re totally an Open Book here at Zingerman’s.