Word of Mouth

As this December 2013 white paper demonstrates clearly, “Word of mouth” may be a far better indicator than “Net Promoter Score”. Customer may be loyal but not
willing to recommend your firm or your service to others. As Aimia’s Geoff Thomas, Director of New Product Development, has pointed out, you also need to ask “would you discourage others from working with us?” to get a true sense of who is a detractor of your business.

Please refer to article.