For many years companies have been using CSAT (customer satisfaction) survey scores as a way to gauge how they are doing in eyes of their customers. Most recently there was the introduction of Net Promoter® Score, would you recommend our company to a friend or colleague? Many said this was the only question that you really needed to focus on and many companies did. What we have learned, however is that both these measurements could show positive results and you could still lose customers! continue reading…