If you suspect that measurement and management are the weak links in philanthropy and development today, then you will probably want to read The Ultimate Question 2.0 as soon as possible. It is a clear, well-illustrated explanation of both the why and the how of ‘establishing accountability for the customer experience’. Reichheld and his colleagues have spawned a global movement of Net Promoter System (NPS) practitioners, and this book will plug you into the key concepts, tools and specialist community that you need to introduce effective NP practices in your organization. This is the definitive resource, full stop.
You care about this because NPS is a proven way to predict consumer corporate growth and profits, and organizations like Keystone Accountability believe that the customer satisfaction approach is even more relevant to development and social change than it is to business. This is so because those who are meant to enjoy the benefits of change are key to bringing it about. Customer satisfaction metrics allow you to see what those people really think.
We have known for 50 years that if you want smallholder farmers to adopt new practices – say, take up a hybrid seed or introduce a new cropping pattern – they are far more likely to do so if a farmer they respect is the one suggesting it. What we can now do, thanks to the insights of Reichheld and those who came before him in the customer satisfaction industry, is identify, recruit and support these farmer promoters.