1. What does Net Promoter Score (NPS) primarily measure?
A. Product quality
B. Customer loyalty
C. Employee satisfaction
D. Brand awareness
Answer: B
2. NPS classifies respondents into how many categories?
A. 2
B. 3
C. 4
D. 5
Answer: B
3. Customers who rate their likelihood to recommend as 9 or 10 are called:
A. Detractors
B. Passives
C. Promoters
D. Advocates
Answer: C
4. Customers rating their recommendation likelihood between 0 and 6 are known as:
A. Passives
B. Detractors
C. Promoters
D. Loyalists
Answer: B
5. NPS is calculated as:
A. % Promoters – % Passives
B. % Promoters + % Detractors
C. % Promoters – % Detractors
D. % Passives – % Detractors
Answer: C
6. A positive Net Promoter Score indicates:
A. More detractors than promoters
B. Equal promoters and detractors
C. More promoters than detractors
D. Only passive customers
Answer: C
7. Which of the following is NOT directly measured by Net Promoter Score?
A. Likelihood of recommendation
B. Customer dissatisfaction
C. Customer profitability
D. Customer advocacy
Answer: C
8. Which of these best describes the main advantage of the NPS method?
A. Complexity
B. Ease of measurement and interpretation
C. Detailed profitability analysis
D. Product development insights
Answer: B
9. Customer satisfaction is primarily a function of:
A. Expectations versus perceived performance
B. Price versus quality
C. Competition’s performance
D. Brand advertising
Answer: A
10. High customer satisfaction is most likely to result in:
A. Immediate increase in product price
B. Long-term customer loyalty
C. Reduced advertising costs
D. Immediate market dominance
Answer: B
11. A customer whose expectations have been exceeded typically experiences:
A. Dissatisfaction
B. Delight
C. Indifference
D. Disappointment
Answer: B
12. Which of the following does customer satisfaction strongly influence?
A. Brand equity
B. Internal marketing
C. Production schedules
D. Recruitment policies
Answer: A
13. Which factor commonly contributes to customer dissatisfaction?
A. Matching expectations exactly
B. Underperforming products or services
C. Meeting promises consistently
D. Offering regular discounts
Answer: B
14. How do companies typically measure customer satisfaction?
A. Internal audits
B. Satisfaction surveys
C. Employee interviews
D. Financial analysis
Answer: B
15. Which term describes the gap between customer expectations and actual experiences?
A. Satisfaction gap
B. Loyalty gap
C. Performance gap
D. Value gap
Answer: C
16. Passives in NPS scoring are rated at which range?
A. 9–10
B. 7–8
C. 5–6
D. 0–4
Answer: B
17. Companies focused on maximizing customer satisfaction tend to:
A. Charge lower prices consistently
B. Invest heavily in customer relationship management
C. Avoid direct competition
D. Prioritize short-term profits
Answer: B
18. An organization with an NPS of +50 generally indicates:
A. Weak brand reputation
B. Strong customer advocacy
C. High market risk
D. Low competitive advantage
Answer: B
19. Which concept relates most closely to customer satisfaction management?
A. Segmentation
B. Market targeting
C. Customer experience management
D. Distribution management
Answer: C
20. The fundamental reason businesses measure Net Promoter Score is to:
A. Calculate exact revenues
B. Evaluate customer advocacy levels
C. Compare financial statements
D. Measure advertising effectiveness
Answer: B
21. What is the typical question asked when measuring NPS?
A. “How satisfied are you?”
B. “Would you recommend our company/product/service?”
C. “What features do you want?”
D. “What was the price you paid?”
Answer: B
22. Which score indicates customers who are indifferent but might easily switch to competitors?
A. Promoters
B. Passives
C. Advocates
D. Detractors
Answer: B
23. Customer delight differs from satisfaction in that delight:
A. Meets expectations precisely
B. Falls short of expectations
C. Greatly exceeds expectations
D. Matches competition
Answer: C
24. The concept that satisfied customers generate repeat business is central to:
A. Product diversification
B. Customer lifetime value
C. Mass marketing
D. Sales promotion
Answer: B
25. Net Promoter Score was originally introduced by:
A. Peter Drucker
B. Fred Reichheld
C. Philip Kotler
D. Michael Porter
Answer: B
26. In customer satisfaction management, “zone of tolerance” refers to:
A. Maximum price customers will pay
B. Acceptable range of service quality
C. Ideal product design
D. Best distribution channel
Answer: B
27. An NPS of -20 indicates:
A. Higher promoters
B. More passives than detractors
C. More detractors than promoters
D. Equal detractors and promoters
Answer: C
28. An effective NPS strategy involves:
A. Ignoring detractors
B. Converting detractors into promoters
C. Reducing the number of passives
D. Focusing exclusively on promoters
Answer: B
29. Customer satisfaction surveys typically measure:
A. Employee attitudes
B. Operational efficiencies
C. Customer expectations versus performance
D. Financial stability
Answer: C
30. A core benefit of focusing on customer satisfaction and NPS is:
A. Immediate revenue increase
B. Sustainable competitive advantage
C. Lower product quality requirements
D. Reduced employee training costs
Answer: B