RDR has been conducting satisfaction surveys of its clients for over 20 years. RDR was instrumental in creating the client satisfaction program used by CASRO member companies.

In a December 2003 Harvard Business Review article, Frederick Reichheld a director emeritus of Bain and Company used a data base of 130,000 customers regarding their satisfaction with over 400 companies in 28 industries. Customer purchases were tracked over time to find metrics that could predict increases in company growth and profitability.

Reichheld used the same 0-10 metric that we have used for 30 years. Zero is the lowest, five is neutral or average, and 10 is the highest. On a key question identified by Reichheld the difference between the percentages of customers who are net promoters (those who give a rating of 9 or 10) minus the percentage of customers who are net detractors (those who give a 0-6 rating) provides one's overall score. World class scores are 75%+ net promoters.

RDR used the Reichheld metrics to gauge the satisfaction of its own customers for the data that we had available. Using his model RDR qualifies as a world class organization in each of the years for which it had saved data.