Would you recommend that Sonic use the Net Promoter method? Explain your reasoning. Yes, because we believe that it would be wise for Sonic to use such service to monitor customer feedback. Since Sonic is a new company that aims to capture a certain percentage of the PDA market share it has to keep its customers satisfied. Therefore, one way for Sonic to find out if whether the customers are pleased with the products they offer in the market or not is to acquire as many feedbacks from customers as possible. The loyalty of the customers can also be retained through the use of Net Promoter because customers are somewhat particular in the services offered by the company from which they bought their products from. If the company shows concern in the level of satisfaction of their customers, then there is a great chance that the company will be able to retain their customers’ loyalty.
Which customer touch points should Sonic pay particularly close attention to, and why?