The Net Customer Delight Index (NCDI) is the key customer research measurement developed and used by Six 9s to determine an organization's success at satisfying and keeping customers and to track the customer satisfaction level over time. The NCDI is based on the customer question(s) most closely related to the long-term success of the organization. This is often the ultimate question, "Would you recommend us to a friend, family member, or colleague?" Based on the answers, customers are determined to be Promoters, Passives, and Detractors. Once these customer groups are identified, strategies can be developed based on research findings to grow the number of Promoters, reduce the number of Detractors, and move the Passives to Promoters. This is similar to how key financial measures are used to determine and manage an organization's success.
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Scottsdale, Arizona, March 1, 2012 - Six 9s conducts multilingual customer research in German, Korean, Japanese, and Chinese...More...