Chapter 6 - Customer Feedback

Question 1

What is a net promoter score (NPS)?

Answer 1

A measurement of customer loyalty from a question on a 1-10 scale

Question 2

What is a customer effort score (CES)?

Answer 2

Measures customer satisfaction by understanding how much effort customers feel they put in

Question 3

What are the 4 examples of eligible complainants

Answer 3

Consumers
Micro-enterprises
Charities with annual income < £6.5m
Trusts with net assets <£5m

Question 4

If a company can resolve a complaint within 3 days, what must they send to the client?

Answer 4

They must send a Summary Resolution Document

Question 5

Where are the details of complaint handling kept?

Answer 5

The DISP Sourcebook (dispute resolution)

Question 6

What is the difference between six sigma, lean thinking and total quality management, when it comes to improving customer feedback?

Answer 6

Six sigma - measure of quality that strives for near perfection
Lean thinking - maximising customer value while minimising customer waste
Total quality management - aims for improved performance over the long term by focusing on customer satisfaction