Customer Retention & Support Quiz

In the context of Greenweez’s customer service team, what does NPS stand for?

• Net Performance Score

• Network Problem Solving

• Net Promoter Score

• New Product Satisfaction

What type of data visualization is suggested for tracking the monthly evolution of NPS values?

• Bar Chart

• Line Chart

• Pie Chart

• Scatter Plot

Which key performance indicator is of high priority for the customer service team?

• Monthly sales volume

• Global NPS

• Delivery times

• Social media engagement

Which Google Sheets feature would you use to summarize data by different categories, such as customer segments or domains?

• Filter

• Chart

• Data Validation

• Pivot Table

Which formula would you use in Google Sheets to calculate the average NPS score from a range of survey scores in column B?

• =SUM(B:B)

• =AVERAGE(B:B)

• =MEDIAN(B:B)

• =COUNT(B:B)

Which formula can be used to add a new column that categorizes survey scores into 'Detractors', 'Passives', and 'Promoters' in Google Sheets?

• =IF(B2<=6, "Detractor", IF(B2>=9, "Promoter", "Passive"))

• =IF(B2>6, "Promoter", IF(B2<9, "Detractor", "Passive"))

• =IF(B2<=7, "Detractor", IF(B2>=8, "Promoter", "Passive"))

• =IF(B2>=7, "Promoter", IF(B2<=6, "Detractor", "Passive"))

Which of the following best describes a cohort analysis in the context of customer engagement?

• Analyzing sales trends over time

• Grouping customers by acquisition date and tracking their behavior over time

• Monitoring inventory levels

• Assessing the performance of marketing campaigns

If you want to calculate the total turnover generated by acquired customers of a specific cohort, which function would be most useful?

• AVERAGE

• SUM

• COUNT

• MEDIAN

What does KPI stand for?

• Key Performance Indicator

• Key Process Insight

• Knowledge Performance Index

• Key Productivity Indicator

Which metric is used to measure the percentage of customers who stop using a product over a specific period?

• Acquisition Rate

• Churn Rate

• Lifetime Value (LTV)

• Monthly Recurring Revenue (MRR)