Know About NPS !!
What is the full form of NPS ?
a) Net Profit Score.
b) Net Promoter Score.
C) Net Promoter Survey.
NPS is a customer loyalty score, ranging from?
a) -100 to +100
B) -50 to +50
c) -10 to +10
NPS score can be accessed from which Portal?
A) CFS - Customer Feedback System
B) EGCC- E-mail Guest Comment Card
C) Revinate
In which three groups Guests are categorised when asked "How likely are you to recommend us" ?
A) Detractors, Passives, Proponent.
B) Divisions, Passives, Promoters.
C) Detractors, Passives, Promoters.
What is the formula to calculate NPS ?
A) % Promoters - % Detractors.
B) % Detractors - % Passives.
C) % Promoters - % Passives.
Guest who gives us the score between 0 to 6 & actively discourage potential customers are known as?
A) Promoters 😊
b) Detractors ☹️
c) Passives 🤐
Guest who gives us the score either 7 or 8 and are neither actively recommending a brand nor discouraging the potential customers, are known as?
A) Passives 🤐
B) Detractors ☹️
C) Promoters 😊
Guest who gives us the score either 9 or 10 and represent as company's most enthusiastic or loyal customers, are known as ?
A) Detractors ☹️
B) Passives 🤐
C) Promoters 😊
Which is a good NPS Score?
A) 0
b) -10
c) 70
Which is a bad NPS Score?
A) 0
B) 40
c) -3
Calculate NPS, if you have 25% Promoters, 55% Passives and 20% Detractors.
2%
5%
7%
Which NPS score to be considered good as per the benchmarking done by ITC Hotels?
Score 75 and above
Score 50 and above
Score 85 and above
What is the benefit of High NPS Score ?
A) Guests buy less from your company.
B) Guests show greater loyalty.
C) Increased employee turnover.
What is the key to getting a new Guest and securing old ones ?
A) Customer disappointment.
B) Customer satisfaction.
C) Delay in services.
What is NPS ?
A) Measures Guest Experience & predicts business Growth
B) Is a Guest Loyalty Score, ranging from -100 to 100
C) Source of earning more enthusiastic Guests
D) It allows a company to understand whether they are doing well or if not where they could be improving
E) All of the above
Do we still follow CFS to track our guest's feedback?
True
False
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