When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues.
In a survey of nearly 200 senior marketing managers, 57 percent responded that they found the "willingness to recommend" metric very useful.
Willingness to recommend is a key metric relating to customer satisfaction.
The usual measures of willingness to recommend involve a survey with a set of statements using a Likert Technique or scale.
Perhaps the best known measure of willingness to recommend is the Net Promoter Score (NPS) first introduced by Fred Reichheld.