Net promoter scores measure:
A)the number of times a customer clicks on a pop up link.
B)the good mentions and bad mentions of a brand in the social media.
C)how many Internet users visit a social networking site or a blog.
D)whether consumers search for online offers or not.

Question

Quizplus · Accepted Answer

Net promoter scores (NPS) measure the sentiment of customers towards a brand by asking them to rate it on a scale of 0-10. The respondents are then classified into Promoters (9-10 score), Passives (7-8 score), and Detractors (0-6 score). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Therefore, NPS does not measure clicks, website visits or searches but measures customer satisfaction towards a brand. The good and bad mentions of a brand in social media are a reflection of the customers' experience and can help infer the NPS.

Net Promoter Scores Measure