302 • e Strategic Project Leader
determine; namely, the percentage of customers who are actively helping
a business grow. By posing this question to sponsors, customers, team
members, and stakeholders, a project leader can obtain a fairly accurate
snapshot of customer loyalty to his project leadership capabilities.
is question operates on the premise that when customers recommend
a service or business to someone else, they are putting their personal repu-
tation on the line. erefore, they must be more than passively satised
with the service they have received—they must be enthusiastic about it.
is prevents a customer satisfaction rating from being unrealistically
boosted by the “passively satised” group. Organizations that score high ...