The net promoter scoresthose measures the probability that a customer recommends a company is to be discussed. Concept Introduction: Net promoter score is a management tool used to assess the loyalty of a customer towards a company. It depends upon the customers experience with the firm’s product or service.

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Answer 1

Question

Chapter 16, Problem 1DQ

Summary Introduction

Interpretation: The net promoter scoresthose measures the probability that a customer recommends a company is to be discussed.

Concept Introduction: Net promoter score is a management tool used to assess the loyalty of a customer towards a company. It depends upon the customers experience with the firm’s product or service.

Expert Solution & Answer

Answer to Problem 1DQ

A firm would be rated a high NPS and would be recommended to others based on the consistent quality of the product and service that gives a pleasant experience to the customer every time.

Explanation of Solution

The NPS is widely used tool as an alternative to customer satisfaction. A low score of -100 denotes all respondents are detractors while the highest score of +100 denotes the entire sample as promoters. It was developed by Mr. F.R in 2003 and assumes that potential customers are influenced by word of mouth from experienced users.

For example, consider a restaurant. The NPS may be used to find the probability that a customer would recommend it to his family and friends.

The following factors would make an impact a high net promoter score:

Consistent food quality and taste
Reasonable pricing
Convenient location and timing
Maintenance of hygiene
High quality customer service

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Answer 2

Question

Chapter 16, Problem 1DQ

Summary Introduction

Interpretation: The net promoter scoresthose measures the probability that a customer recommends a company is to be discussed.

Concept Introduction: Net promoter score is a management tool used to assess the loyalty of a customer towards a company. It depends upon the customers experience with the firm’s product or service.

Expert Solution & Answer

Answer to Problem 1DQ

A firm would be rated a high NPS and would be recommended to others based on the consistent quality of the product and service that gives a pleasant experience to the customer every time.

Explanation of Solution

The NPS is widely used tool as an alternative to customer satisfaction. A low score of -100 denotes all respondents are detractors while the highest score of +100 denotes the entire sample as promoters. It was developed by Mr. F.R in 2003 and assumes that potential customers are influenced by word of mouth from experienced users.

For example, consider a restaurant. The NPS may be used to find the probability that a customer would recommend it to his family and friends.

The following factors would make an impact a high net promoter score:

Consistent food quality and taste
Reasonable pricing
Convenient location and timing
Maintenance of hygiene
High quality customer service

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Answer 3

Question

Chapter 16, Problem 1DQ

Summary Introduction

Interpretation: The net promoter scoresthose measures the probability that a customer recommends a company is to be discussed.

Concept Introduction: Net promoter score is a management tool used to assess the loyalty of a customer towards a company. It depends upon the customers experience with the firm’s product or service.

Expert Solution & Answer

Answer to Problem 1DQ

A firm would be rated a high NPS and would be recommended to others based on the consistent quality of the product and service that gives a pleasant experience to the customer every time.

Explanation of Solution

The NPS is widely used tool as an alternative to customer satisfaction. A low score of -100 denotes all respondents are detractors while the highest score of +100 denotes the entire sample as promoters. It was developed by Mr. F.R in 2003 and assumes that potential customers are influenced by word of mouth from experienced users.

For example, consider a restaurant. The NPS may be used to find the probability that a customer would recommend it to his family and friends.

The following factors would make an impact a high net promoter score:

Consistent food quality and taste
Reasonable pricing
Convenient location and timing
Maintenance of hygiene
High quality customer service

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Answer 4

Question

Chapter 16, Problem 1DQ

Summary Introduction

Interpretation: The net promoter scoresthose measures the probability that a customer recommends a company is to be discussed.

Concept Introduction: Net promoter score is a management tool used to assess the loyalty of a customer towards a company. It depends upon the customers experience with the firm’s product or service.

Expert Solution & Answer

Answer to Problem 1DQ

A firm would be rated a high NPS and would be recommended to others based on the consistent quality of the product and service that gives a pleasant experience to the customer every time.

Explanation of Solution

The NPS is widely used tool as an alternative to customer satisfaction. A low score of -100 denotes all respondents are detractors while the highest score of +100 denotes the entire sample as promoters. It was developed by Mr. F.R in 2003 and assumes that potential customers are influenced by word of mouth from experienced users.

For example, consider a restaurant. The NPS may be used to find the probability that a customer would recommend it to his family and friends.

The following factors would make an impact a high net promoter score:

Consistent food quality and taste
Reasonable pricing
Convenient location and timing
Maintenance of hygiene
High quality customer service

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Answer 5

Chapter 16, Problem 1DQ

Summary Introduction

Interpretation: The net promoter scoresthose measures the probability that a customer recommends a company is to be discussed.

Concept Introduction: Net promoter score is a management tool used to assess the loyalty of a customer towards a company. It depends upon the customers experience with the firm’s product or service.

Expert Solution & Answer

Answer to Problem 1DQ

A firm would be rated a high NPS and would be recommended to others based on the consistent quality of the product and service that gives a pleasant experience to the customer every time.

Explanation of Solution

The NPS is widely used tool as an alternative to customer satisfaction. A low score of -100 denotes all respondents are detractors while the highest score of +100 denotes the entire sample as promoters. It was developed by Mr. F.R in 2003 and assumes that potential customers are influenced by word of mouth from experienced users.

For example, consider a restaurant. The NPS may be used to find the probability that a customer would recommend it to his family and friends.

The following factors would make an impact a high net promoter score:

Consistent food quality and taste
Reasonable pricing
Convenient location and timing
Maintenance of hygiene
High quality customer service

Answer 6

Chapter 16, Problem 1DQ

Summary Introduction

Interpretation: The net promoter scoresthose measures the probability that a customer recommends a company is to be discussed.

Concept Introduction: Net promoter score is a management tool used to assess the loyalty of a customer towards a company. It depends upon the customers experience with the firm’s product or service.

Expert Solution & Answer

Answer to Problem 1DQ

A firm would be rated a high NPS and would be recommended to others based on the consistent quality of the product and service that gives a pleasant experience to the customer every time.

Explanation of Solution

The NPS is widely used tool as an alternative to customer satisfaction. A low score of -100 denotes all respondents are detractors while the highest score of +100 denotes the entire sample as promoters. It was developed by Mr. F.R in 2003 and assumes that potential customers are influenced by word of mouth from experienced users.

For example, consider a restaurant. The NPS may be used to find the probability that a customer would recommend it to his family and friends.

The following factors would make an impact a high net promoter score:

Consistent food quality and taste
Reasonable pricing
Convenient location and timing
Maintenance of hygiene
High quality customer service

Answer 7

Chapter 16, Problem 1DQ

Summary Introduction

Interpretation: The net promoter scoresthose measures the probability that a customer recommends a company is to be discussed.

Concept Introduction: Net promoter score is a management tool used to assess the loyalty of a customer towards a company. It depends upon the customers experience with the firm’s product or service.

Answer 8

Expert Solution & Answer

Answer to Problem 1DQ

A firm would be rated a high NPS and would be recommended to others based on the consistent quality of the product and service that gives a pleasant experience to the customer every time.

Answer 9

Expert Solution & Answer

Answer 10

Expert Solution & Answer

Answer 11

Explanation of Solution

The NPS is widely used tool as an alternative to customer satisfaction. A low score of -100 denotes all respondents are detractors while the highest score of +100 denotes the entire sample as promoters. It was developed by Mr. F.R in 2003 and assumes that potential customers are influenced by word of mouth from experienced users.

For example, consider a restaurant. The NPS may be used to find the probability that a customer would recommend it to his family and friends.

The following factors would make an impact a high net promoter score:

Consistent food quality and taste
Reasonable pricing
Convenient location and timing
Maintenance of hygiene
High quality customer service

Answer 12

Ch. 16 - Prob. 1DQ Ch. 16 - Prob. 2DQ Ch. 16 - Prob. 3DQ Ch. 16 - Prob. 4DQ Ch. 16 - Prob. 5DQ Ch. 16 - Prob. 1PA Ch. 16 - Prob. 2PA Ch. 16 - Prob. 3PA Ch. 16 - Prob. 4PA Ch. 16 - Prob. 5PA

Concept explainers

Answer to Problem 1DQ

Explanation of Solution

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Chapter 16 Solutions