1. The concept that satisfied customers generate repeat business is central to:

2. In customer satisfaction management, “zone of tolerance” refers to:

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

4. NPS is calculated as:

5. Customers who rate their likelihood to recommend as 9 or 10 are called:

6. NPS classifies respondents into how many categories?

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

8. Which of the following is NOT directly measured by Net Promoter Score?

9. Which score indicates customers who are indifferent but might easily switch to competitors?

10. An effective NPS strategy involves: