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).
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.
3
Q
What are the 3 NPS respondent categories and their scores?
A
- Detractors (score 0-6). Unlikely to buy again, may discourage others to buy.
- Passives (score 7-8). Satisfied, but not promoters. Vulnerable to competitive offerings.
- Promoters (score 9-10). Typically loyal and enthusiastic customers who keep buying and refer others.