Learn from... Apple

Many organisations measure customer satisfaction to improve their customer-service offering. Many also use the Net Promoter Score (NPS), which asks customers to indicate, on a scale of one to ten, whether they would recommend the firm’s products or services to others.

Apple, however, acknowledged that good customer service begins with engaged and motivated staff. Therefore, it adopted NPS to measure – and improve – how satisfied staff are with the service they provide.

A typical electronics store averages $1,200 per sq ft in sales. Mature Apple stores exceed $6,000 per sq ft.