Customer scores
How we measure what customers think
After each order a customer gives a green card for something that went well or a red card for something that did not, under four themes.
Try the method
Enter any numbers to see a score worked out. These are not real results. Real scores will be posted by theme and year only when enough cards exist.
| Theme | Green cards | Red cards | Score |
|---|---|---|---|
| Commitment to the customer | |||
| Sales and operations | |||
| Purchasing decision | |||
| Service and support |
Score = green ÷ (green + red) × 100. Every red card gets a named owner and a reply.
Why cards, not stars
- 1One card per theme keeps feedback specific
- 2Counting makes the trend easy to read
- 3Red cards open an action with an owner
- 4A yearly view shows whether we improve