Customer Satisfaction

Outcome indicator

Indicator Phrasing

% of customers using [specify the promoted product/service] who would recommend its purchase to other people
% de clients utilisant [précisez le produit / service promu] qui recommanderait son achat à d'autres personnes
% de clientes que usam [especifique o produto / serviço promovido] que recomendariam sua compra a outras pessoas
% zákazníků používajících [určete daný produkt/službu], kteří by doporučili produkt/službu dalším lidem

Indicator Phrasing

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

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

Portuguese: % de clientes que usam [especifique o produto / serviço promovido] que recomendariam sua compra a outras pessoas

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

What is its purpose?

The indicator measures the proportion of people using the promoted product/ service who would recommend 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) 

Q1Can you please show me on this scale how likely is it that you would recommend [specify the product/ service] to a friend or family member? Please feel free to give me an honest answer, according to your true feelings. [Show the scale provided at the bottom of this page and explain what each face means - definitely recommend / likely recommend / likely not recommend / definitely not recommend].

A1:

1) definitely recommend (happiest face)

2) likely recommend 

3) likely not recommend 

4) definitely not recommend (saddest face)

5) no response

   

Calculate the indicator's value by dividing the number of respondents who would definitely or likely recommended the purchase of the given product/ service to other people by the total number of interviewed respondents (exclude those who did not answer). Multiply the result by 100. 

Disaggregate by

Disaggregate the data based on criteria relevant to the content and focus of your intervention. 

Important Comments

1) Ensure that all of your data collectors explain the meaning of the scale in the same way, for example: "The happiest face means that you would definitely recommend the [product / service] to your friends or family members. The face with the smaller smile means that ...". Let each data collector practice and ask others to observe whether s/he explains the scale correctly. 

 

2) If you work in a context where people are used to using numeric scales (1 to 10), considering using the well-established method Net Promoter Score (NPS) - see guidance below.

 

3) The segregated data can show you which (types of) people are likely to be the best promoters (but also detractors) of the product / service

Access Additional Guidance

This guidance was prepared by People in Need ©

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