The Net Promoter Score (NPS) is a metric used to measure how likely customers will recommend the organization and its products or services and the Customer Effort Score (CES) is a metric used to measure the ease with which customers interact with our prodOPTION ACTIONTRUE FALSE

Which statement is CORRECT about the Net Promoter Score (NPS)?The NPS is presented as a number between -100 and 100Passives are those who score between 0 and 6 on the NPS rating scaleThe NPS is a good overall indicator of the brand performance dimension of the customer-based brand equity (CBBE) modelIt is usually measured on a 7-point rating scale

Which of the following metrics is used to measure the effort a customer has to exert to get an issue resolved?Answer choicesSelect only one optionREVISITCustomer Satisfaction Score (CSAT)Net Promoter Score (NPS)Customer Effort Score (CES)Customer Lifetime Value (CLV)

Which metric measures the profitability of a customer over their entire relationship with the business?Answer choicesSelect only one optionREVISITNet Promoter Score (NPS)Customer Satisfaction Score (CSAT)Customer Lifetime Value (CLV)Customer Effort Score (CES)

Which of the following is a common metric for tracking customer experience?Answer choicesSelect only one optionREVISITNet Promoter Score (NPS)Gross Profit MarginOperating Expense RatioReturn on Investment (ROI)

Indicate which level of measurement is being used in the given scenario. The owner of a restaurant uses a Net Promoter Score to determine how likely their customers are to recommend the restaurant to their friends.