This measure needs a defined scale to be of use, but can be a useful benchmarking question as an indicator of the importance an organisation places on customer feedback. When linked to the survey response rate it can also be valuable in terms of the design and development of a survey.

BPIR Categories

1.1.3 Design customer surveys
14.1.4 Gather and integrate performance data.
15.2.1 Customer satisfaction, accolades, awards
15.6.14 Benchmarking/performance measurement/survey design

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