Comments on: Fred Reichheld on Survey Response Rates http://www.guildquality.com/blog/2007/12/20/fred-reichheld-on-survey-response-rates/ The Customer Satisfaction, Surveying & Performance Monitoring Blog for Building Professionals Mon, 06 Oct 2008 14:38:34 +0000 http://wordpress.org/?v=2.5.1 By: Brian Lunde http://www.guildquality.com/blog/2007/12/20/fred-reichheld-on-survey-response-rates/#comment-7377 Brian Lunde Fri, 21 Dec 2007 14:05:59 +0000 http://www.guildquality.com/blog/2007/12/20/fred-reichheld-on-survey-response-rates/#comment-7377 One of the things Fred Reichheld has done that I applaud is highlight the need to move away from \'satisfaction\' measures to something that is focused more on behavior (\'likelihood to recommend\'). But he has also spread some serious mis-information about the practice of survey research with customers (something I have been involved with professionally for more than 15 years now). One of these bits of mis-information is the idea that companies should rely upon a single survey process (and, according to Reichheld, a single \ One of the things Fred Reichheld has done that I applaud is highlight the need to move away from \’satisfaction\’ measures to something that is focused more on behavior (\’likelihood to recommend\’).

But he has also spread some serious mis-information about the practice of survey research with customers (something I have been involved with professionally for more than 15 years now). One of these bits of mis-information is the idea that companies should rely upon a single survey process (and, according to Reichheld, a single \

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