Key points from release
— reliability of satisfaction scores depends on benchmarking
— creating a meaningful standard
— benchmarked scores have proven predictive nature
Strong indicators of likelihood to return, purchase and recommend to others
The numbers are unequivocal about impact of satisfaction on future behavior — numbers like 62% more likely to return, 100% more likely to recommend. These are not slight shifts — they represent big differences.
In the end, this comes down to something that we also saw with the Eurostar service (London to Paris train) — which is now measuring on-time performance not in minutes but by its impact on likelihood to recommend.