There are many customer satisfaction surveys conducted by thousands of companies each year. Some are more reliable than others.
The main difference is before and after.
For example, in an election voters in an exit poll (Who did you vote for?) give more reliable answers than voters give before an election (Who will you vote for?).
The Net Promoter Score (NPS) is a before question that is widely used to predict corporate growth by asking this question: How likely is it that you would recommend our company/product/service to a friend or colleague?
THE WOMBAT QUESTION is an after question:Â
Have you told anyone yet through word of mouth
about your satisfied customer experience with us?
Those who respond with a YES are called WOMBATS and have already demonstrated value-creating behaviours, such as buying more, remaining customers for longer, and (most importantly) replicating other WOMBATS who also replicate.
WOMBAT SCORE does provide the causal link of proof of value. For example, one group of 100 wombat thinkers experimenting in a national call centre in Melbourne have already produced several x10 conversion outcomes in less than six months.