With the check we were each handed a customer scorecard to drop in a box at the front door. On first glance I thought this was the silliest, most shallow specimen I'd ever seen. I looked around and several people at other tables were filling theirs out. I've since decided this may be the most brilliant and insightful scorecard I've ever come across. They are messy.
Somebody has to decipher handwriting.
And the results don't fit on graphs. But they are powerful way to help find out what's on your customers scorecards. Here's a few other questions some of our clients have used with success. Everyone we know who's tried this approach has come up with some surprises. 1995, Warren Evans is one of North America's leading authorities in the field of Service Management.