There’s one basic customer satisfaction metric we put on our work: would you, our customer, put your reputation on the line by recommending our services to your friends?

I just went back to the customer satisfaction data I have for 2008, which consists of surveys following the workshops Designing Competitive and Innovative Business Models, Web Navigation Design, and Interaction Design for Rich Internet Applications (RIAs). Totaling it up, 92% of respondents said they would “recommend it to a friend.”

That’s respectable, but in 2009 I’d like to get it to 97%!