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WorksheetsCustomer Experience
Total questions: 15
Worksheet time: 5mins
Why companies need to understand about their customers and its prospects?
To understand what competitors do
To understand what customer want and need
To understand the changes that occur in the market
To understand how to run a company
The following are not Telkom Group’s Main Program 2019:
Grow The Digital Enterprise Ecosystem
Embracing Best In Class Digital Customer Experience
Intensifying Digital Business
Driving Smart Initiatives On Cost Effectiveness
Net Promoter Score (NPS) survey question is an industry tested standard question which asks the user of a product/service the following:
How satisfied are you with our company overall performance?
How likely are you to keep buying our product or service?
Do you feel this company sets high standards in the industry?
How likely are you to recommend our business to a friend or colleague?
On a survey to determine Net Promoter Score, respondents who respond with a 6 or lower are:
Demoters
Denigrators
Critics
Detractors
The following are customer journey which measure customer satisfaction on Mitratel’s operational & maintenance service:
Activate
Explore
Get Support
Use
Which one is the correct method for calculating Net Promoter Score (NPS):
Number of passive respondent
Percent of promoter respondent – percent of passive respondent
Number of promoter respondent
Percent of promoter respondent – percent of detractor respondent
Prio has been training the restaurant staff to build relationships with guests to encourage them to become repeat guests. What sort of activity is Prio encouraging?
Marketing
Sales
Marketing & sales
Neither marketing nor sales
Out of 100 respondents, there are 10 Detractors, 40 Passive, 50 Promoter. Net Promoter Score is:
20%
50%
10%
40%
The following are operational metrics for Mitratel on customer journey Activate:
MTTI (Mean Time to Install)
ARPT (Average Revenue per Tenant)
MTTR (Mean Time to Repair)
Billing Acuracy
The following are not the reason Telkom Group uses NPS as a metric:
Compatibility, as a special method for telco industry
Simplicity, as relatively easy to be measured
Adaptability, as can be used in various industries
Comparability, as the method is same & standardized
Below is customer journey where the customer evaluates options, negotiate prices, and service suitability with the prices offered:
Activate
Explore
Evaluate
Use
The following are operational metrics for Mitratel on customer journey Get Support:
MTTI (Mean Time to Install)
ARPT (Average Revenue per Tenant)
MTTR (Mean Time to Repair)
Billing Accuracy
Which one is the objective of Top-Down (strategic) NPS:
To evaluate the level of customer satisfaction in their customer journey episodes
To compare brand equity position with competitors and/or best in class
To understand customer pain point & define improvement initiatives
To predict Top Down NPS trends
The following are operational metrics for Mitratel on customer journey Pay:
MTTI (Mean Time to Install)
ARPT (Average Revenue per Tenant)
MTTR (Mean Time to Repair)
Billing Accuracy
Below is customer journey where the customer first knows and understands Mitratel's new products and services and collects basic information about products, prices and other relevant factors:
Explore
Activate
Evaluate
Use
