It’s the contrasts I find interesting. In a couple of hours opinions of a business and it’s brand image can change so quickly.
For the worse: a McDonald’s cashier swearing in front of my children. Unacceptable and I paid for the privilege of that.
For the better: ASDA, who aren’t high on my list, had a manager on the checkout genuinely wanting to know the customers view of their range and the shopping experience.
Which business is going to improve the most? It really is no contest is it? If they had conducted a Net Promoter Score on the same day it would have shown them poles apart.