In 2007, a small business owner in Ohio read a book called The Ultimate Question (Author Fred Reichheld, ©2006 Harvard Business School Press). He contacted a consultant to see if he could run the one-question survey as a project for his company. After reading the book, the consultant felt there was a flaw in the formula, created a follow-up question, and formed Measuring Up as a separate business entity with his wife.
Their combined 60+ years in banking, beauty salons, rent-to-own, restaurants and retail gave them a unique platform on which to understand "customers aren't always right, but they do come first" and "customers don't care what you job title is, they just want you to take care of them".
Four years later with call center and online survey tools available, they still have the same message: Ask. Listen. Evaluate.
|
 |
| The Measuring Up Orange Ball |
|
|
Ask.
| In 2008, Measuring Up was acquired by Right Choice Today, Inc., the business management group owned by the consultant and his son. Later that year, Measuring Up produced a report on customer satisfaction in the rent-to-own industry for select members of the U.S. Congress as they deliberated over federal rent-to-own legislation. In addition, their U.S.-based boutique call center soon added several operators and bilingual services. Since then, Measuring Up has served clients across the country and in a number of fields.
In 2009, Measuring Up began migrating development to online processes. With the explosion of daily internet usage by the average American, Measuring Up prepared for the day when people would start - and end - their shopping experiences online, even when the actual purchase occurs in a brick-and-mortar location.
In 2010, Measuring Up began the development of a new method of measuring and reporting consumer confidence in the U.S. The roll-out of the Measuring Up Shopper Trust ("MUST") Scorecard is slated for fall 2011.
|
Listen.
|
|
Evaluate.
|
|