NPS Guru1

Delivering great customer experience is

• is great for Business
• the only way to grow
• how we can sustain the competition
• All of the above

How do we check if the customers are happy with our Products & Service?

• We ask them to follow us on Social Media
• We ask them for referrals
• We use NPS

Policy payment done means

• the end of responsibility for Sales
• the beginning of responsibility for Sales
• Not sure

What does NPS stands for?

• Net Promotion score
• Net Promoter score
• National Pension scheme

NPS gauges the following

• Referral %
• Customer Happiness
• Trust in the brand
• Customer's loyalty towards the Brand
• Renewal %

Can we make changes to the NPS calculation process

• Yes, its an open platform
• No, NPS calculation process is standard across the globe and can't be modified

NPS calculation formula is

• % of Promoter - % of Detractors/ No. of Responses
• No. of Promoters - No. of Detractors
• No. of Promoters - No. of Detractors/No. of Passives
• % of Promoter - % of Detractors (Converted to a number)

Promoter means a customer who has rated us

• 0 to 6
• 7 or 8
• 9
• 10
• 9 or 10

Promoters are good for Business, because?

• They give referrals
• They buy more than 1 policy
• They prefer renewing their policy
• They don't give feedback
• They don't talk to us

Actions that can bring Negative NPS

• Being honest
• Not explaining Terms & conditions
• Setting up ECS without consent
• Staying connected with the customer
• Not responding after policy payment