Which post-purchase consumer metric evaluates customer willingness to recommend a company’s product or service to friends or colleagues?
ANet Promoter Score (NPS)
BChurn Rate
CCustomer Satisfaction Index (CSAT)
DCustomer Effort Score (CES)
Explanation
* Net Promoter Score (NPS) measures customer loyalty on a 0-10 scale based on likelihood to recommend.
* Customers are categorized into Promoters (9-10), Passives (7-8), and Detractors (0-6).
* Formula: NPS = % Promoters – % Detractors.
Exam Relevance
- Topic: Customer Relationship Management
- Subtopic: Customer Loyalty Metrics
No Comments