Question

remember it
now that you understand what nps is, show what you have learned by completing the exercise below. hit continue when complete to move to the next section.
select all statements that are not true about nps.
\promoters\ are any surveys rated 7 - 10.
nps stands for net promoter score.
nps is a calculated value of the \likelihood to recommend\ results from the consumer tracking studies.
you cannot have a direct impact on the nps.
nps is the % of promoters - % of detractors.

Explanation:

Define Net Promoter Score (NPS)

We analyze the core definition of Net Promoter Score (NPS).
NPS stands for Net Promoter Score.
It measures customer loyalty and satisfaction.
The score is calculated using a single question.
"How likely are you to recommend us?"
This aligns with Customer Service Standards.

Analyze NPS categories

We evaluate how respondents are categorized.
Respondents answer on a scale from 0 to 10.
Promoters are those who answer 9 or 10.
Passives are those who answer 7 or 8.
Detractors are those who answer 0 to 6.
Therefore, the statement "Promoters are any surveys rated 7 - 10" is false.

Evaluate NPS calculation

We examine the mathematical formula for NPS.
The formula is % of Promoters minus % of Detractors.
This is a standard industry calculation.
The statement "NPS is the % of Promoters - % of Detractors" is true.
The statement about "likelihood to recommend" from tracking studies is also true.

Assess individual impact

We evaluate employee influence on customer scores.
Frontline employees directly affect customer experiences.
Better service leads to higher recommendation ratings.
Therefore, employees do have a direct impact.
The statement "You cannot have a direct impact on the NPS" is false.

Identify incorrect statements

We select the statements that are NOT true.
Statement 1 is false (Promoters are 9-10, not 7-10).
Statement 4 is false (Employees directly impact customer satisfaction).
All other statements are standard, true facts about NPS.
We will mark these two incorrect statements.

Answer:

• "Promoters" are any surveys rated 7 - 10.
• NPS stands for Net Promoter Score.
• NPS is a calculated value of the "likelihood to recommend" results from the Consumer Tracking Studies.
• You cannot have a direct impact on the NPS.
• NPS is the % of Promoters - % of Detractors.