The Power of Positive Surveying

The Power of Positive Surveying

Subtitle: 
Nudging customers to reflect on good experiences gooses sales
Publisher: 
Harvard Business School Press
Date published: 
2017
Record type: 
Journal Title: 
Harvard Business Review
Source: 
Harvard Business Review, Vol. 95, No. 1, January-February 2017, pp. 22-24
Abstract: 

Research suggests a new way for companies to use customer satisfaction surveys: Instead of asking customers what went wrong, begin by asking what went right. This can positively influence customers' perceptions, increasing their reported levels of satisfaction, the chance that they will purchase again, the amount of money they will spend, and their loyalty over time.

Language: 

CITATION: . The Power of Positive Surveying . : Harvard Business School Press , 2017. Harvard Business Review, Vol. 95, No. 1, January-February 2017, pp. 22-24 - Available at: http://library.au.int/power-positive-surveying