Customer Satisfaction

Outcome indicator

Indicator Phrasing

% of customers using [specify the promoted product/service] who recommended its purchase to other people
% de clients utilisant [précisez le produit / service promu] qui ont recommandé son achat à d'autres personnes
% zákazníků používajících [určete daný produkt/službu], kteří doporučili produkt/službu dalšm lidem

Indicator Phrasing

English: % of customers using [specify the promoted product/service] who recommended its purchase to other people

French: % de clients utilisant [précisez le produit / service promu] qui ont recommandé son achat à d'autres personnes

Czech: % zákazníků používajících [určete daný produkt/službu], kteří doporučili produkt/službu dalšm lidem

What is its purpose?

The indicator measures the proportion of people using the promoted product/ service who recommended its purchase and use to other people – an important sign of their satisfaction and appreciation of the product/ service's benefits.

How to Collect and Analyse the Required Data

Collect the following data by conducting individual interviews with a representative sample of users of the given service/ product: 

 

RECOMMENDED SURVEY QUESTION (Q) AND POSSIBLE ANSWERS (A) 

Q1: Did you ever recommend purchasing and using [specify the product/ service] to anyone?

A1: yes / no / I do not remember

 

Calculate the indicator's value by dividing the number of respondents who recommended the purchase of the given product/ service to other people by the total number of interviewed respondents (exclude those who did not remember). 

Important Comments

  

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