Many firms use a metric called _____ to measure customer loyalty and engagement.
A) collaboration spectrum
B) net promoter score
C) imprint scale
D) core competency score

Question

Quizplus · Accepted Answer

Net promoter score is a widely used metric to measure customer loyalty and engagement. It is based on the concept that customers who are "promoters" of a company are more likely to make repeat purchases and refer others to the company, while customers who are "detractors" have a negative impact on the company's reputation. The net promoter score is calculated by subtracting the percentage of detractors from the percentage of promoters.

Many Firms Use a Metric Called _____ to Measure Customer