I was reminded what a small world this is when a survey from my mobile-phone provider popped onto my telephone’s email screen. The survey contained only one question: How likely is it that you would recommend us to a friend? Of course, I couldn’t pass up the opportunity to learn how this company was utilizing such feedback, so I keyed in the score I felt the company deserved—a three (out of 10).
A few days later, I discovered a message on my home answering machine from a manager at the store where I purchased my last phone. So I called her back, and after a couple of rounds of phone tag we finally connected. It turned out she was the area manager, responsible for a handful of local stores. She explained that she had received my feedback, and she wondered if I could explain the reasons for my score.