Unit 2: Providing High Quality Servcie Flashcards

1
Q

What is NPS and how is it measured?

A

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).

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2
Q

What is the general NPS question and scoring?

A

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.

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3
Q

What are the 3 NPS respondent categories and their scores?

A
  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.
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