A structured method of gathering customer feedback involves deploying a specifically crafted communication via electronic mail. This message solicits a rating, typically on a scale, reflecting the respondents likelihood of recommending a product or service. For example, after a purchase or service interaction, an automated system might send an electronic message asking, “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
This process offers organizations a quantifiable metric of customer loyalty and satisfaction. Its benefits include its relatively low cost, ease of implementation, and ability to track sentiment trends over time. The practice evolved from broader customer satisfaction surveys, becoming more streamlined and focused on predicting future customer behavior and advocacy.
