SRG Chart of the Week: Why Netflix is killing it

OVER THE LAST DECADE, the “likelihood to recommend” question in customer experience surveys for large companies has become something of a gold standard metric to predict a company’s future growth prospects, to measure its engagement levels among its customers, and also to compare a company’s performance to its competitors. In July 2020 – only a few months before Netflix’s 10th year anniversary in Canada – Solutions Research Group asked a national sample of over 900 Canadians who streamed Netflix in the past whether they would recommend Netflix to others. As the chart below shows, the overall likely to recommend score...