Unit 2: Providing High Quality Servcie

Question 1

What is NPS and how is it measured?

Answer 1

NPS is the key customer experience metric.

Measured with a single question survey, reported with a number for -100 to +100 (higher score more desirable).

Question 2

What is the general NPS question and scoring?

Answer 2

Question: How likely is it that you would recommend [Organisation / Product / Service) to a friend or colleague?

Respondents give a rating from 0 - 10 and are split into one of three categories to establish an NPS.

Question 3

What are the 3 NPS respondent categories and their scores?

Answer 3

1. Detractors (score 0-6). Unlikely to buy again, may discourage others to buy.
2. Passives (score 7-8). Satisfied, but not promoters. Vulnerable to competitive offerings.
3. Promoters (score 9-10). Typically loyal and enthusiastic customers who keep buying and refer others.