The ONE THING I love to read and love to learn, so it is no suprise that one of my favorite pastimes is to wander through bookstores. I love perusing the titles, skimming a few pages of those that interest me and maybe marking a few to add to my reading list. It’s a habit I developed probably thirty years ago. One of the subject areas I generally skim is the business management section.

What’s Wrong with Asking for a “Highly Satisified” Rating? Virtually all businesses today are concerned about how the public perceives them. They recognize – and rightfully so, in my opinion – that customers who have a positive experience, who receive great service, or receive quality, tasty foods are more likely to be repeat customers. They also know that customers who have a poor experience are just as unlikely to return. Thus, measuring the customer experience by asking the customer to complete a survey of their experience is an important means for getting information on how well the company is doing in meeting the customers’ needs and expectations.