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 article

Journal Title:

Harvard Business Review

Source:

Harvard Business Review, Vol. 95, No. 1, January-February 2017, pp. 22-24

Subject:

SURVEYING

MARKET RESEARCH

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:

English

Catagory URL:

http://www.HBR.org

Subject profile :

Management / Administration / HRM / Training / Career Development

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: https://library.au.int/power-positive-surveying