The "One Number" Customer Happiness Score

You have 100 customers. Are they happy? You don't know. A one-number happiness score tells you.

A IPTV reseller in Australia asks every customer one question monthly: "On a scale of 1-10, how happy are you with our service?"

His Panel IPTV stores the answers. He tracks the average score over time.

A Revendeur IPTV who never asks doesn't know if customers are happy. He guesses. Guessing is expensive.

Here's what the happiness score revealed. A reseller's average score dropped from 8.5 to 7.2 over 3 months. He investigated. His provider had introduced a new server that caused buffering. He switched providers. The score returned to 8.5.

The practical implementation is simple. Once per month, message all active customers: "On a scale of 1-10, how happy are you?" Record answers. Calculate average. Track over time.

What actually works is following up with customers who score 6 or below. "Thanks for the feedback. What could I improve?" Those customers often give actionable answers.

I learned that happiness is measurable. The One Number Customer Happiness Score measures it.

Honestly, ask your first happiness score question today. Your IPTV reseller business will have a new dashboard.