Marketing Insights : Net Promoter and Customer Satisfaction - Quiz

1. High customer satisfaction is most likely to result in:

Immediate market dominance

Reduced advertising costs

Immediate increase in product price

Long-term customer loyalty

2. NPS classifies respondents into how many categories?

3. Passives in NPS scoring are rated at which range?

7–8

5–6

9–10

0–4

4. An organization with an NPS of +50 generally indicates:

High market risk

Low competitive advantage

Strong customer advocacy

Weak brand reputation

5. Which of the following does customer satisfaction strongly influence?

Brand equity

Internal marketing

Production schedules

Recruitment policies

6. Which of these best describes the main advantage of the NPS method?

Detailed profitability analysis

Complexity

Product development insights

Ease of measurement and interpretation

7. NPS is calculated as:

% Promoters – % Passives

% Passives – % Detractors

% Promoters – % Detractors

% Promoters + % Detractors

8. Customers rating their recommendation likelihood between 0 and 6 are known as:

Passives

Detractors

Promoters

Loyalists

9. A core benefit of focusing on customer satisfaction and NPS is:

Lower product quality requirements

Sustainable competitive advantage

Immediate revenue increase

Reduced employee training costs

10. The fundamental reason businesses measure Net Promoter Score is to:

Evaluate customer advocacy levels

Compare financial statements

Calculate exact revenues

Measure advertising effectiveness

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