"Later I spoke to my boss at [[Disney]] about this encounter. He gave me an article from the [[Harvard Business Review]] on customer loyalty. In it, the authors presented research showing that **satisfied customers are not necessarily loyal**. On a scale of one to five, a customer who marks a four is six times more likely to defect than a customer who marks a five. In other words, there is a six-fold increase in customer loyalty between fours and fives. [[Disney]] does not display guest-satisfaction scores to its cast members; **it shows them only the percentage of respondents giving fives to the questions. They are not measuring customer satisfaction; they are measuring customer loyalty**." --- **Tags** -- [[quotes]], [[customer-experience]], [[marketing]], [[client-service]], [[law-firm-business]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]