Many large companies use which metric to track the likelihood of their current customers engaging in positive and negative word of mouth behavior?
A) Customer Lifetime Value
B) Net Promoter Score
C) Sales per square foot
D) Market share
E) Unit sales

Question

Quizplus · Accepted Answer

Net Promoter Score (NPS) is a metric used by many large companies to track the likelihood of their current customers engaging in positive and negative word of mouth behavior. NPS is calculated by subtracting the percentage of customers who are detractors (those who would not recommend the company to others) from the percentage of customers who are promoters (those who would recommend the company to others).

Many Large Companies Use Which Metric to Track the Likelihood