NPS and Customer Feedback Quiz

What is the lowest possible score in NPS?

• -50

• -100

• 100

• 0

What score range defines a Promoter?

• 7 and 8

• 9 and 10

• 1 to 5

• 0 to 6

How many times can a Voice Bot attempt to contact a customer?

• Unlimited

• 10 times

• 5 times

• 3 times

What is the required score for Quarter 1 CDI Requirements for BSC?

• 130 Marks

• 100 Marks

• 132 Marks

• 150 Marks

What is the NPS score required for Quarter 2?

• 90%

• 80%

• 70%

• 60%

What is the formula for calculating NPS?

• (Promoters - Detractors) / Total Samples * 100

• (This Year / Last Year) * 100 - 100

• Total Customers Responded / Total MI Cases

• (Total Complaints / Total Retail) * 1000

What is the maximum hold time for TSM?

• 7 Days

• 5 Days

• 3 Days

• 14 Days

What is the revalidation period for complaints?

• 30 Days

• 10 Days

• 15 Days

• 20 Days

What is the Connect Ratio formula?

• Total Customers Responded / Total Samples

• Total Customers Responded / Total MI Cases

• Total Complaints / Total Retail

• Promoters / Detractors

What is the required NPS percentage for Quarter 3 and 4?

• 70%

• 75%

• 85%

• 80%