According to Paul Greenberg from The 56 Group in the Planning for Recovery session moderated by Oracle CRM SVP, Anthony Lye... Having Customer Satisfaction as part of your company's core foundation is crap! What you should focus on is creating Customer Advocacy. There are 4 key questions you need to ask to measure Customer Advocacy.
(1) Would you (the customer) recommend this company to someone you know?
(2) Did you (the customer) recommend this company to someone you know?
(3) Did they become a customer?
(4) Are they a profitable customer?
Most companies stop after question #1.
