Satisfied people will go anywhere. Loyal customers come back and tell others. Corporate butt-covering documents. That's what they are supposed to do. Oh boy, there's a group of customers I want to have out there talking about me.
Customer satisfaction is at an all-time high.
Customer loyalty is at an all-time low. The problem is that it would reveal big holes and major flaws in your system. The right question would separate the great from the ordinary and give you a real report card. My question is a boat-rocker. Ask the customer to describe the most memorable thing that took place during their last transaction with you.