Explanation of the research

Nice to notice that you are reading the stories of ambassadors. You want to know more about the research? Then you’ve come to the right place!

We are Focus Feedback, we conduct customer satisfaction surveys for organizations all over the world. We do not believe in lengthy surveys, but only ask a number of short questions. We use the NPS® method for this. This method states that you only need 3 questions to get the most important information about satisfaction:

  1. How likely is it that you would recommend X to others?
  2. What went well?
  3. What could be better?

Sometimes we ask a number of additional questions, but these are the most important.

Sometimes very nice stories can come from questions 2 and 3. And we are happy to share them. Enthusiasm is infectious. Organizations decide for themselves which stories they want to share.

Publication Policy

Organizations that research their customer satisfaction with the Focus Feedback research software have the option to share customer feedback on their website or that of third parties. These are the written answers that a customer provides. Only the longer answers are used (a minimum number of 10 words is used). We recommend using this function to publish the beautiful stories and to use the other stories for internal improvements. However, the choice lies with the organization itself. They may share all stories (provided they meet the GDPR conditions).


In addition to the stories, the average rating based on all feedback (from the past 6 months) is also shown. We guarantee the reliability and authenticity of the stories and their origin because the stories are all received via our software. We guarantee representativeness by showing an average of the assessments. It is out of the question that feedback and stories are not real.