Measuring Customer Happiness
I’ve long admired the folks at 37signals, makers of Basecamp, Campfire, and Highrise. They’re great examples of how to really effectively contribute to an ecosystem through coding, writing, evangelizing, and perhaps most importantly being willing to talk about what they’re doing and why — even if it’s not always great news. (They were even behind an interesting experiment in publishing with their book Getting Real, which Jason Fried spoke about it at the 2009 TOC Conference).
So when I came across their Customer Happiness Report, I knew it was something we had to try. Martin Nordenso, who heads up our Customer Service team worked with Daniel Peter, one of our developers, to pull realtime data out of our Salesforce.com instance to push out our own version of that “Smiley” report:
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