What is the formula to calculate NPS?

• (% of Promoters - % of Detractors) divided by 10%

• % of Promoters - % of Passives

• % of Promoters - % of Detractors

• % of Promoters - % of Detractors / % of Passives

What is the time window to close a Detractor before it goes Overdue?

• 48 Hours after we get a Detractor

• 24 Hours after we get a Detractor

• 48 Working Hours after we get a Detractor

• 96 Working Hours after we get a Detractor

How to close a Detractor?

• Fill the Close-loop form and click "Save Updates" which closes the form

• Fill the form, Click Save Updates followed by Close alert

• Clicking on Close alert only

• Not sure

What is the purpose of Closeloop process?

• Gives first hand feedback

• Makes the customer feel valued

• Helps identifying issues impacting our customers and generate ideas for improvement

• All of the above

What happens if a Detractor goes Overdue?

• Closed before Overdue % is impacted

• Alert email is triggered to TP Owner,Champions & NPS Team

• Its affects the Organisation NPS performance & all employees KRA

• All of the above

Detractor received on Friday at 3 PM in the afternoon, this Detractor will go overdue on

• Sunday 3 PM

• Monday 3 PM

• Tuesday 3 PM

• Tuesday 6 AM

What kind of notes should be put in Issue Description and Action plan for resolution?

• A quick one liner

• Few lines are enough

• Detailed issue Description and Action taken to resolve the Issue

• Copy customer's NPS comment in both the places

If the customer sounded angry or upset about his/her experience but didn't say that they will cancel. What will be the selection for Risk of Churn?

• No Risk of Churn

• Yes - Customer spoke about Cancellation

• Yes - I feel he/she may cancel

• NA

If an employee has got 5 Response of which 4 are Detractors and 1 is Passive, what will be his/her NPS?

• 80%

• 40%

• -80%

• -100%

How do we identify key issues from the Closeloop process?

• Detractors are studied/contacted

• Key Issues are identified basis Clooper comments

• Main & Sub category validation are analysed

• All of the above