q16) Which of the following accurately states how the "Net Promoter Score" is calculated? Group of answer choices a)All scores of 6-10 are assumed to be promoters. All scores of 0-4 are detractors. NPS = % promoters — % Detractors b)All scores of 8-10 are promoters; 3 to 7 are moderates, and 0-2 are detractors. NPS = 2*Promoters+0.5*moderates-detractors c)All scores of 9 or 10 are promoters, all scores from 0 to 6 are detractors, and scores of 7-8 are ignored. Then, NPS is calculated as: NPS = % promoters — % Detractors q17) Which of the following are typical actions a company might take to increase post-purchase satisfaction. Group of answer choices a)Plan your advertising to have it help re-assure purchasers of your product that they made a good choice. b)Release new versions regularly with improved features and give those who own your product easy ways to upgrade to the new versions. c)Customer service is expensive. So don't offer any way for those who use or purchase your product to get in touch with you. d)Follow up after someone has purchased to remind them you have an 800# and website link where they can questions about how to best use the product.
q16)
Which of the following accurately states how the "Net Promoter Score" is calculated?
Group of answer choices
a)All scores of 6-10 are assumed to be promoters. All scores of 0-4 are detractors. NPS = % promoters — % Detractors
b)All scores of 8-10 are promoters; 3 to 7 are moderates, and 0-2 are detractors.
NPS = 2*Promoters+0.5*moderates-detractors
c)All scores of 9 or 10 are promoters, all scores from 0 to 6 are detractors, and scores of 7-8 are ignored. Then, NPS is calculated as:
NPS = % promoters — % Detractors
q17)
Which of the following are typical actions a company might take to increase post-purchase satisfaction.
Group of answer choices
a)Plan your advertising to have it help re-assure purchasers of your product that they made a good choice.
b)Release new versions regularly with improved features and give those who own your product easy ways to upgrade to the new versions.
c)Customer service is expensive. So don't offer any way for those who use or purchase your product to get in touch with you.
d)Follow up after someone has purchased to remind them you have an 800# and website link where they can questions about how to best use the product.
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