I heard a presentation last week from an Intuit VP who is now using the "Net Promoter Score" from a book by Fred Reichheld on The Ultimate Question. I agree that this is the only question we need to ask to find out how we are doing.
According to Fred, the only question you ever need to ask is "Would you recommend us to a friend or colleague?" The Net Promoter Score is "to take the percentage of customers who are promoters (those who are highly likely to recommend your company or products), and subtract the percentage who are detractors (those who are less likely to recommend your company or products). The equation below is how to calculate a company’s NPS.
% of Promoters – % of Detractors = Net Promoter Score
